Customer Experience Manager

Our Core Values

We are people powered - by makers, problem-solvers, and leaders who elevate everything they do. Guided by our core values and a relentless pursuit of better, we continue to set the bar for premium. Start your Benchmade career today! Our Core Values ELEVATE EVERYTHING
- We each bring a specific set of skills to the table, offering up our expertise and resources to enhance the work of others. We challenge each other to be the best in order to achieve enduring value in the eyes of our customers. BETTER IS BETTER
- There is no finish line; we strive for continuous improvement in everything we do. We obsess over every detail to find ways to improve both our products and our process. UNAPOLOGETICALLY ACCOUNTABLE
- We're open and honest in how we speak and listen. We celebrate each other's successes, and collectively rally to solve every challenge. We own it! COURAGEOUS INNOVATION
- There are elegant ideas awaiting discovery in everything we do. We push everyone around us to pursue those ideas openly so we can continue to dominate the category. COMMUNITY DRIVEN
- As a family business, we understand the importance of enriching the communities we call home. As a company, and as individuals, we work to make our expertise available to do the most good for those around us. OUR CUSTOMERS KEEP THEIR KNIVES FOR LIFE. YOU WILL LEAD THE TEAM THAT KEEPS THEM WITH US JUST AS LONG.

Benchmade is building the most connected, personalized, and proactive experience in the industry for every customer and dealer. The Customer Experience Manager will help lead that change. This role brings together two powerful functions: direct-to-consumer service and dealer-facing inside sales. You will lead the people delivering the experience today while building the systems, habits, and partnerships that make it better tomorrow.

The opportunity is bigger than running a queue or reporting a scorecard. You will know the numbers every day, understand the customer and dealer stories behind them, and turn what you learn into better tools, smarter processes, stronger teams, and measurable growth. You will have the room to bring a point of view, test ideas, learn quickly when something misses, and build an operation that can scale without losing the personal touches that make Benchmade special.

We are looking for a systems thinker with a growth mindset and a genuine appetite for the work of leading people. You build trust, communicate clearly, take ownership, and make the people around you better. You do not need to arrive as a knife expert. You do need to be curious about our customers, invested in our dealers, and excited to build a team that others love working with.

Lead, coach, hire, develop, and manage an 11-person team spanning DTC Customer Experience and dealer/B2B operations, including a CX Lead, CX Specialist, CX Representatives, Account Coordinators, and Field Operations Coordinator; guide offshore partner performance through the CX Lead. Own daily performance across phone, email, chat, SMS, social, and dealer support queues. Review dashboards and customer signals every day; identify the metric, channel, process, or person needing attention and act promptly to improve outcomes.

Build a visible operating cadence of daily queue reviews and unblockers, weekly one-on-ones and channel reviews, monthly individual and channel KPI reviews, and quarterly goal recalibration and development conversations. Balance service excellence with commercial execution: protect response, resolution, quality, and satisfaction outcomes while building disciplined dealer outreach, onboarding, retention, reorder, and revenue-generating habits with Account Coordinators and sales partners. Create…