Senior Manager, Customer Experience

What You’ll Be Doing:

As the Senior Manager, Customer Experience, you will be responsible for leading customer support operations while creating an environment where employees thrive and customers receive best-in-class service.

• Lead, coach, and develop a team of Customer Experience professionals.
• Provide ongoing performance feedback, coaching, and career development opportunities.
• Foster a culture of accountability, engagement, continuous improvement, and service excellence.
• Manage team productivity, workload distribution, and operational performance.
• Partner with leadership to implement department initiatives and process improvements.

• Drive service excellence through effective support processes and service level management.
• Monitor key performance metrics, dashboards, and customer satisfaction trends.
• Partner with Sales and cross-functional teams to identify and resolve customer challenges.
• Build strong relationships with internal stakeholders and key customers.
• Identify opportunities to reduce customer friction and improve the overall customer journey.

• Lead and contribute to strategic projects that improve operational efficiency and customer satisfaction.
• Manage project timelines, stakeholder communication, and successful execution of initiatives.
• Utilize customer feedback and data insights to drive informed business decisions.

• Manage complex customer concerns and escalations with professionalism and urgency.
• Partner with Sales, Marketing, Design, Finance, and Supply Chain teams to develop proactive solutions.
• Share customer insights with leadership to support strategic decision-making and continuous improvement efforts.

• Partner with the CX Training team to support onboarding and ongoing employee development.
• Utilize quality assurance reviews and performance data to identify training opportunities.
• Ensure team members have the tools, knowledge, and resources needed to succeed.
• Help create a best-in-class learning environment that supports long-term employee growth and retention.

• 7+ years of customer service, customer experience, or sales support experience.
• 5+ years of leadership experience managing support or service teams.
• Experience leveraging customer service platforms, helpdesk systems, and analytics tools.
• Strong project management, problem-solving, and organizational skills.
• Proven ability to lead through change and drive cross-functional collaboration.
• Excellent communication, coaching, and relationship-building skills.
• Passion for delivering exceptional customer experiences and developing high-performing teams

At Phillip Jeffries, we believe exceptional work deserves exceptional care. Our commitment to creating a more beautiful world extends to how we support our team, offering thoughtfully designed benefits and meaningful perks that reflect our appreciation for your talent and time.

• Competitive annual salary ranging from $80,000 - $95,000, based on your industry experience and background.
• Annual company bonus opportunity to reward your performance
• Annual Cost of Living increases that honor your growth and commitment
• Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required

• Comprehensive medical coverage with employee premiums as low as $50 per month
  • Coverage options for spouse, domestic partner, civil union partner, and family
• Health Reimbursement Account (HRA) to offset medical expenses
• Prescription, dental, and vision coverage to support whole-person wellness
• Flexible Spending Accounts (FSAs) for healthcare and dependent care
• Employee Assistance Program that supports your mental, financial, and physical well-being
• Pet insurance for your four-legged companions

• Enjoy a generous 34 days of paid time off each year, including:
  • 18 paid vacation days
  • 13 paid holidays, including the week between Christmas and New Year's
  • Up to 3 additional paid volunteer days…