Customer Experience Manager

Role Summary

The Customer Experience (CX) Manager owns the day-to-day performance and execution of assigned CX teams across Voice, Digital, or omnichannel environments. This role translates CX strategy into operational execution by driving agent and leader performance, ensuring adherence to SOPs, and delivering consistent, high-quality service experiences. The CX Manager directly manages Assistant Managers and frontline leaders, maintains operational stability, and escalates systemic risks and opportunities to senior leadership.

Core Responsibilities

Operational Ownership

Own daily operations for assigned CX channels (Voice and/or Digital).

Ensure queue health, SLA adherence, schedule compliance, and workforce alignment.

Monitor KPIs, including Tickets per Order, AHT, CSAT, social media performance, refunds, and replacements.

Serve as a second-line escalation point for complex customer and agent issues.

People Leadership

Manage Assistant Managers and core CX leaders (QA Partner, Training Partner, Quality Partner).

Conduct performance reviews, goal setting, coaching, and development planning.

Coach leaders on agent performance management, accountability, and engagement.

Address performance issues as needed.

Quality & Process Excellence

Ensure SOPs, macros, talk tracks, and workflows are executed consistently.

Identify process gaps and partner with CX Ops and Training to update documentation and enablement.

Ensure CX readiness for launches, pilots, and operational changes.

Reporting & Insights

Review weekly CX performance reporting and trends.

Deliver clear, actionable insights to the Senior Manager and executive stakeholders.

Identify operational risks, root causes, and continuous improvement opportunities.

Cross-Functional Collaboration

Partner with Operations, Product, Marketing, Fulfillment, and Technology teams on CX-related initiatives.

Support launches by ensuring agents are trained, tools are ready, and workflows are validated.

Surface customer pain points, friction, and recurring themes to influence roadmap decisions.

Success Measures

• Stable or improving Tickets per Order.
• Reduction in Cost per Contact.
• Ability to scale the organization appropriately with business growth.
• Consistent CSAT and public sentiment performance.
• Safeguarded departmental morale and engagement.
• Reduced repeat contacts and escalations.
• Strong agent and leader performance outcomes.
• Smooth execution of launches and operational changes.

Qualifications

• 3–5+ years of experience in Customer Experience or Contact Center leadership.
• Experience in DTC ecommerce and subscription-based environments required.
• Experience managing people leaders preferred.
• Strong operational, coaching, and communication skills.
• Comfortable with reporting, KPIs, and root-cause analysis.
• Familiarity with Shopify, telephony platforms, and Kustomer is a plus.
• Understanding of backend systems, including routing rules and IVR workflows, is a plus. Familiarity with AI and emerging technologies that support self-service capabilities and drive experience and operational improvements.