Archipelago Companies melin, and Roark Sr. Manager, Customer Experience

Archipelago Companies, a portfolio of highly successful consumer lifestyle brands, is seeking a talented and passionate individual with an entrepreneurial mindset to join our team. Our brands, including Olu Kai, Kaenon, Melin, Roark, and Tradewind Services are leaders in their respective markets, offering high-quality products and authentic marketing stories direct to consumers. At Archipelago Companies, we pride ourselves on our commitment to integrity, and we strive to create a culture of excellence in everything we do.

If you are a driven and innovative individual with a passion for consumer brands, we invite you to apply for our open position and become a part of our dynamic and growing team.

We are seeking a strategic, execution-oriented
leader to transform our Customer Experience function into a high-impact, insight-driven, and revenue-conscious organization. This role goes beyond traditional support. You will own the
end-to-end post-purchase experience
, transforming Customer Experience into a key driver of customer retention, brand loyalty, and operational excellence
. You will lead a high-performing team, build scalable systems, and establish CX as a critical voice in shaping product, operations, and marketing decisions.

• Lead and scale a team of 20+ agents and team leads across in-house and outsourced environments
• Build a high-performance culture grounded in accountability, empathy, and continuous improvement
• Recruit, hire, and onboard talent to support growth and scale
• Design career paths, training programs, and leadership development for the CX team
• Manage staffing, scheduling, and capacity planning to ensure optimal coverage across all channels (email, chat, phone, social)

• Build and own a structured
  
  Voice of Customer program(feedback collection, tagging, reporting)
• Translate customer insights into actionable recommendations across Product, Marketing, and Operations
• Establish feedback loops that influence roadmap prioritization and business decisions

• Define and execute a forward-looking CX strategy aligned with brand, growth, and retention goals
• Position CX as a driver of customer lifetime value (LTV), retention, and repeat purchase behavior
• Partner with Growth/CRM teams to identify opportunities for upsell, cross-sell, and save strategies within customer interactions
• Champion a customer-first culture across the organization

• Own CX performance metrics including CSAT, NPS, FRT, Resolution Time, Contact Rate, and Cost per Contact, with a focus on continuous improvement and efficiency at scale
• Establish and manage quality assurance (QA) frameworks to ensure consistent service delivery
• Develop scalable SOPs, escalation workflows, and operational playbooks
• Lead capacity planning, staffing models, and workforce management across channels

• Own and scale self-service strategy (Help Center, FAQs, AI/chatbots)
• Drive contact deflection initiatives through proactive communication and automation
• Identify opportunities to improve efficiency while enhancing customer satisfaction

• Oversee the CX technology stack (e.g., Gorgias, Aircall, AI tools)
• Partner with Tech and Operations to build integrations, reporting dashboards, and automation capabilities
• Continuously evaluate and implement tools that improve team productivity and customer experience

• Act as the primary CX partner to Product, Operations, Marketing, and Fulfillment teams
• Surface systemic issues impacting customers and drive cross-functional resolution
• Influence company-wide decisions through customer insights and data
• Own relationships with BPO and outsourced support partners
• Manage the CX budget including headcount planning, vendor contracts, and tooling investments
• Optimize cost structure while maintaining high-quality service

• Lead high-impact customer escalations and sensitive situations
• Develop and execute playbooks for critical events (e.g., delays, recalls, service disruptions)

• Bachelor's degree or equivalent experience
• 7+ years of customer service experience, with at least 2–3 years in a management or leadership role
• Proven experience in a DTC e-commerce or retail environment
• Demonstrated success improving CX KPIs and operational performance
• Experience managing multi-channel support operations (email, live chat, phone, social)
• Strong analytical skills with the ability to translate data into action
• Excellent communication, leadership, and cross-functional collaboration skills

• Experience managing outsourced/BPO teams at scale
• Familiarity with platforms such as Shopify, Full Circle, OMS tools, and logistics workflows
• Experience with CX platforms such as Gorgias, Zendesk, Kustomer and AI-driven tools
• Background in building or scaling CX functions in high-growth…