Customer Experience Manager

We're looking for a hands-on After Sales Customer Success manager to lead post-sale customer support and drive a world-class customer experience, lead initiatives that enhance the after-sales customer service outcomes. This role is responsible for planning, executing, and optimizing functional projects that improve customer satisfaction, operational efficiency and overall service delivery. You will be the bridge between our internal teams and our BPO partner in Guatemala, ensuring alignment on KPIs, training, processes, and brand voice—especially across social and digital support channels.

Travel to Guatemala once per quarter is required to conduct performance reviews, calibrations, and training with the BPO team.

• Lead and manage end-to-end projects related to post-sale processes including returns, issue resolution, onboarding and warranty services
• Develop detailed project plans, assign responsibilities, track progress & manage timelines
• Coordinate initiatives aimed at enhancing service quality, agent training & knowledge-base content
• Lead change management and rollout new tools, processes or service channels
• Champion the voice of the customer by translating feedback into actionable improvements
• Measure & report on successes

• Maintain a close working relationship with our BPO provider in Guatemala
• Travel quarterly to conduct on-site training, performance reviews, and quality audits
• Ensure alignment on customer service tone, brand values, and cultural standards
• Implement best practices and continuous improvement initiatives with BPO leaders

• Oversee customer interactions on social media and online reviews
• Ensure timely responses that reflect our brand voice and enhance customer experience
• Collaborate with social, digital & marketing teams to manage public-facing responses and retailer relationships

• Monitor CSAT, NPS, first response time, and resolution metrics to identify trends
• Drive customer feedback loops and use insights & analytics to improve policies, training, and workflows
• Champion the voice of the customer within the company
• Ad hoc customer experience responsibilities as needed

• 5+ years experience in a similar customer experience role
• Expert in customer service, aftersales, or customer experience management
• Experience managing outsourced (BPO) customer service teams
• Strong understanding of social customer care and digital support tools
• Willing and able to travel to Guatemala quarterly
• Excellent communication, leadership, and cross-cultural collaboration skills
• Experience working with CRM, ticketing, and supporting software for the department
• Data-driven with the ability to create and present actionable performance reports

• Flexible work structure with 2 days remote per week
• Robust & inexpensive health coverage for you and your family through medical, dental and vision plans
• Financial protection through life, accidental death & dismemberment, and long-term disability insurance
• A company matching 401k plan
• Generous paid time off including vacation, personal, sick, company holidays, and bereavement days so you can take the time you need

• All employees are provided with Linked In Learning licenses and unlimited access to Linked In Learning’s courses
• Global hub of learning & development resources including global webinars covering a variety of technical, soft skills, and language training

Organized annual volunteer day, donation opportunities throughout the year with local non-profit organizations

Ambition, Courage, Passion, Competence, Teamwork, Heritage, Respect