Customer Experience Manager

Westin Furniture is building a customer experience function that can scale with our growth across DTC, major online marketplaces, big box, club, and emerging furniture and patio retail channels. We’re hiring a Customer Experience Manager to lead this transformation - someone who can take a small, capable team and build it into a high-performing, autonomous function that supports our retail partners (Wayfair, Amazon, , , , and others) and our DTC brands (, ) with consistency and speed.

This is not a backfill of a working-supervisor role. We need a builder: someone who designs the systems, defines the standards, and develops the people. You’ll inherit a team that needs structure, accountability, and a clear playbook - and you’ll have the authority and executive support to put those in place.

• A customer experience function that delivers measurably better outcomes across CSAT, response time, contact-per-order, escalation rate, and chargeback recovery
• A team culture grounded in clear expectations, reliable attendance, and continuous coaching
• The SOPs, tools, and reporting infrastructure that let the team operate autonomously and scale without proportional headcount growth
• Productive working relationships with Account Management, Warehousing (CA and GA), Operations, and Leadership

• Lead, develop, and hold accountable a team of Customer Service Representatives supporting DTC, marketplace, and wholesale channels
• Run a structured coaching cadence: weekly 1:1s, ticket reviews, call/chat audits, and documented performance feedback
• Own attendance, scheduling, adherence, and time-and-attendance policy enforcement; build a team culture where reliability is the baseline expectation
• Design and execute cross-training across channels and ticket types so the team can flex with volume and absorb growth without service degradation
• Recruit, interview, onboard, and retain talent; build a bench for the next stage of growth

• Map current-state workflows across the full customer and partner lifecycle (order, fulfillment, claims, returns, replacement parts, escalations) and identify breakpoints
• Design future-state processes that reduce handle time, eliminate rework, and improve first-contact resolution
• Build a library of user-friendly SOPs, macros, decision trees, and knowledge-base articles that are accessible, searchable, and actually used by the team
• Maintain SOPs as living documents with clear ownership, version control, and a regular review cadence

• Serve as the functional owner of our CS tool stack:
  Zendesk, Sellercloud, retailer customer portals (Wayfair, Amazon Seller Central / Vendor Central, Walmart Seller Center, Target Plus, Home Depot, etc.), and EDI/API-driven workflows
• Optimize ticket routing, automations, macros, tagging, SLAs, and reporting inside Zendesk
• Partner with IT, BI, and Operations on tool selection, configuration changes, and integrations as the business grows
• Evaluate and recommend new tools (WFM, QA, voice, AI/automation) when the ROI is clear

• Define, publish, and own the CX scorecard: CSAT, first response time, full resolution time, contact-per-order, escalation rate, claim cycle time, chargeback recovery, partner scorecard performance, and team-level productivity
• Produce weekly and monthly reporting that ties CX performance to operational and commercial outcomes; partner with our BI/Power BI initiative to feed dashboards
• Use the data to drive decisions: where to coach, where to fix process, where to push back on upstream issues (fulfillment, listing accuracy, packaging)

• Partner closely with Account Management on retailer-specific service requirements, scorecards, and escalations
• Work with Warehousing (Ontario, CA and Midway, GA) on damage claims, replacements, and fulfillment-driven customer impact
• Coordinate with our China-based product and operations teams across time zones to resolve product issues, source replacement parts, and feed quality insights back upstream
• Provide structured voice-of-customer reporting to Leadership