Customer Experience Manager Job Round Rock area,Texas USA,Management

Job Title:

Customer Experience Manager

Location:

Round Rock, Texas

Department:

Customer Experience

Reports to:

Chief Growth Officer

Job Summary:

The Customer Experience Manager is responsible for overseeing the daily operations of the Customer Experience (CX) team. Fully trained across all department responsibilities, this person is a subject matter expert on every task and responsibility within the CX function. They are a top advocate for the BPN customer and lead the team to deliver a best-in-class experience at every touchpoint.

Key Responsibilities:

Implement team policies and procedures for effective, efficient operation of the CX team
Maintain proficiency in product knowledge and all databases/technology used across the team, providing troubleshooting support as needed
Monitor data and reporting to track customer satisfaction, identify trends, and develop solutions, surfacing operational improvement opportunities and funneling key insights and recommendations to leadership on a consistent weekly cadence
Maintain and train BPN's AI customer service agent, ensuring responses stay accurate, on-brand, and aligned with current policies and product knowledge
Create and maintain training materials and resources for the team
Own and maintain the training process for new hires (FTE, PTE, BPO), including on-the-job training for all team members
Serve as the final point of escalation for complex or sensitive customer issues
Manage performance standards for the CX team's daily workflow, providing ongoing feedback through bi-weekly/monthly meetings, skip-level check-ins, and annual reviews
Support brand protection by reviewing and actioning flagged fraudulent activity and responding to chargebacks
Stay up-to-date on BPN product offerings and promotions to effectively inform and prepare the team
Collaborate with team members to enhance customer service processes and elevate the overall customer experience
Be an active member of a growing brand and dedicated to its success

Required Skills:

Communication

Skills:

Strong verbal and written communication skills, with the ability to translate data and feedback into clear guidance for the team and leadership
Leadership

Skills:

Proven ability to train, coach, and develop a multi-tier team, with a hands-on, low-ego leadership style
Customer Advocacy:
Deep empathy for the customer, paired with sound judgment on how to balance customer advocacy with business needs
Problem-Solving:
Ability to identify trends in customer data and develop practical solutions
Technical

Skills:

Proficiency in CX platforms (e.g., Gorgias, Zendesk, or similar), e-commerce/CRM tools, and AI-powered support agents
Time Management:
Ability to manage multiple priorities and reporting cadences, from daily team support to weekly performance reporting
Adaptability:
Ability to adapt training, policies, and processes as products, tools, and brand and customer needs evolve
Teamwork:
Ability to collaborate across CX and adjacent departments to keep processes and information aligned

Qualifications:

2-4 years of previous customer support required
Previous management experience (1-3 years) or tenured status within the department required preferred
Demonstrated experience managing a multi-tier support team
Experience building or refining training programs and materials
Strong analytical skills and metric reporting
Self-starting, creative problem-solver, and knowledge-seeker

Who We Are:

BPN was founded in 2012 by US Army veteran Nick Bare on a simple belief: that people deserve nutrition products they can actually trust. Over a decade later, we’re one of the fastest-growing DTC brands in the performance nutrition space, with a community built around our motto, Go One More. Headquartered just north of Austin, we’re a high-conviction…