Senior Manager, Customer Experience & Engagement

Senior Manager, Customer Experience & Engagement

Location:

New York, NY (Hybrid)

Employment Type:

Full-Time

Base pay range: $90,000 – $100,000 per year

Position Overview

Own the entire customer journey for a fast‑growing DTC brand. Build and lead a high‑performing support organization that turns every email, chat, text, and social interaction into a moment of connection—a reason to come back.

• Run day‑to‑day CX operations across email, chat, SMS, and social, ensuring fast, empathetic, on‑brand responses.
• Hire, coach, and develop a CX team (including leads), setting clear SLAs, QA standards, and escalation paths.
• Design and refine workflows, automations, and routing in modern CX platforms to drive speed and accuracy.
• Own performance metrics (CSAT, NPS, FRT, resolution time, contact rate) and turn insights into action.
• Champion the customer voice across e‑commerce, product, marketing, and operations, surfacing patterns and opportunities.
• Enhance self‑service (FAQs, help center) and align with brand/social teams to keep support in sync with campaigns.
• Build and execute a scalable CX roadmap covering channels, tools, staffing, and training as the business grows.
• Evaluate and implement new tech (automation, AI, reporting) to improve both customer outcomes and team efficiency.

• 5–8+ years in CX, support, or similar roles, including 3+ years leading teams.
• Experience in DTC, e‑commerce, or consumer brands with multi‑channel support.
• History of scaling CX operations with robust SLAs, QA programs, and playbooks.
• Fluency with CX platforms and analytics; confident building and interpreting dashboards.
• Clear, compelling communicator with a strong, consistent brand voice.
• Proven ability to influence cross‑functional partners and present to senior leadership.

Mid‑Senior level

Full‑time

Management

Personal Care Product Manufacturing