Senior Manager, Customer Experience & Service

We are seeking a Senior Manager, Customer Experience & Service to build and lead the customer experience function for a rapidly growing specialty retail and ecommerce organization. This is a unique opportunity for a hands‑on builder who can create scalable systems, processes, technology, and service standards across retail stores, ecommerce, live commerce, phone, email, and digital channels.

• Base Salary: $95,000–$115,000
• Full‑time, exempt leadership opportunity
• High‑visibility role with exposure to executive leadership
• Opportunity to build a Customer Experience function from the ground up
• Significant ownership over CX strategy, systems, technology, and processes
• Opportunity to build and develop a future Customer Experience team
• Join a growing organization expanding across multiple retail and digital channels

• 7+ years of progressive customer service, customer experience, retail operations, ecommerce operations, contact center, or related experience
• 3+ years leading customer service or customer experience teams
• Proven experience supporting customers across multiple channels
• Experience with CRM, ticketing, phone, call-routing, or customer communication systems
• Demonstrated success building processes and infrastructure within a growing organization
• Strong service recovery, escalation management, and conflict‑resolution skills
• Ability to establish and measure KPIs including CSAT, response time, resolution time, first‑contact resolution, ticket volume, and escalation trends
• Strong analytical skills with the ability to identify recurring customer pain points and operational root causes
• Ability to partner across Retail, Ecommerce, Shipping, Inventory, Technology, Finance, and other operational teams
• Develop clear ownership and escalation procedures to ensure customer issues reach the appropriate team and are resolved quickly
• Build standardized service procedures, service‑level expectations, and customer communication standards
• Own and improve phone routing, customer communication workflows, and escalation paths
• Build a formal Voice of the Customer program and translate feedback into actionable operational improvements
• Develop consistent service recovery guidelines for refunds, replacements, credits, shipping issues, and sensitive customer situations
• Build reporting and dashboards that provide leadership with visibility into customer experience performance and recurring operational issues

• Ecommerce customer service experience
• Multi‑unit retail or consumer‑facing business experience
• Experience building or scaling a customer experience function in a high‑growth organization
• Omnichannel experience across physical retail, ecommerce, phone, email, digital, marketplaces, or live commerce
• Experience implementing or optimizing CRM, ticketing, phone, chat, knowledge base, or customer support technology
• Experience with Voice of the Customer, CSAT, NPS, or similar customer experience programs
• Experience developing customer service training and quality assurance programs
• Experience building and developing customer service teams as business volume grows
• Specialty retail, collectibles, marketplaces, live commerce, or enthusiast‑driven consumer experience is a plus
• Hands‑on, builder mentality with the ability to move comfortably between strategy and execution