Senior Manager of Customer Experience Santa Monica, CA

The Senior Manager of Customer Experience is responsible for driving operational excellence across FIGS’ internal and external Customer Experience operations, ensuring we consistently deliver best-in-class service while meeting performance, quality, and SLA expectations.

This leader owns the day-to-day health and performance of CX operations, with a strong focus on SLA delivery, workforce and operational readiness, BPO performance and accountability, and continuous improvement. They will partner closely with internal teams and external vendors to identify performance gaps, establish clear operating standards, and ensure the right processes, resources, and escalation paths are in place to deliver excellence for our HCPs at scale.

The role also oversees key specialized areas of the CX organization, including fraud and risk operations, Customization, and Surprise & Delight, ensuring each program operates effectively while protecting the business and creating thoughtful, differentiated experiences for our HCPs.

As a senior operational leader, this individual will use performance data, customer insights, and frontline feedback to identify opportunities, solve systemic issues, and translate CX strategy into consistent execution. They will partner cross-functionally across the organization to improve the end-to-end customer journey, strengthen operational efficiency, mitigate risk, and create experiences that build trust, loyalty, and advocacy for FIGS.

Key Responsibilities:

• Establishes a culture of individual and team accountability by setting clear expectations, tracking and reporting progress, and driving results through data-driven decision making.
• Develop and execute innovative strategies to meet and exceed all internal operational metrics, including SLAs, CSAT, NPS, and other KPIs, aligning with broader organizational goals and in partnership with key CX leaders.
• Support the oversight and implementation of robust fraud prevention, customer protection, and compliance strategies, ensuring trust and security in all customer interactions.

Insights, Metrics, & Reporting:

• Support the design, management and implementation of comprehensive, real-time reporting systems, providing actionable insights and strategic recommendations to leadership.
• Utilize data analytics to translate insights into strategic recommendations for CX, product, and executive leadership.
• Design framework for quarterly Townhalls and annual recaps.
• Drive continuous improvement by identifying process gaps, streamlining workflows, and implementing best practices that elevate customer satisfaction.

Process Improvement & CX Project Management:

• Support and provide leadership for all process improvement initiatives, and the management of projects from ideation to execution to heighten customer satisfaction and operational efficiency.
• Serve as our CRM platform expert. Evaluating, optimizing, and ensuring successful implementation, adoption and execution of tools like Zendesk/Gladly/Gorgias.
• Oversee the management and SLAs of fraud-related tickets including escalations, abuse reports, and high-risk interactions.
• Oversee initiatives to develop proactive alerting systems for suspected fraud and best-in-class fraud team practices, reducing impact on legitimate users.
• In partnership with internal cross-functional CX leadership, develop and implement fraud detection SOPs, reporting frameworks, workflows, and operational playbooks to minimize risk and ensure customer protection.
• Manage the service response and SLAs for reputation management across 3rd party platforms such as Trustpilot, BBB, and other consumer sites to influence public perception and trust while maintaining exceptional public ratings.

Surprise & Delight:

• Lead and evolve loyalty initiatives, including programs like FIGSLove (surprise & delight), to strengthen customer retention, advocacy and emotional brand connection.

Leadership & Accountability:

• Provide strategic leadership, establishing clear goals, accountability measures, and performance standards for the internal CX team.
• Lead, develop, and mentor a diverse, remote, and global CX team, across multiple timezones fostering growth and high performance.
• Adapt to a dynamic environment, handle urgent issues promptly, and support peak periods, nights and weekends as needed with flexible scheduling.

Qualifications:

• Proven experience in global remote teams, customer experience/service or related fields, in a leadership role (6-8+ years)
• Deep understanding of SLAs, CSAT, NPS, and…