Manager, Customer Experience

Reporting to the Senior Vice President of Customer Experience, the Manager, Customer Experience will play a key leadership role in the relaunch of Bed Bath & Beyond in Canada. The Manager, Customer Experience will develop, drive and execute the strategic implementation of a scalable, end-to-end customer experience (CX) operating model, including integration of Shopify utilizing the current CX technology stack (Zendesk, Ada, and supporting tools).

The strategic plan that the Manager, Customer Experience will build includes establishing service strategy for online orders and support for store sales, operational frameworks, knowledge management, and training programs to enable a seamless, efficient, and brand-aligned customer journey.

A core mandate is to build and lead a high-performing CX team from the ground up, with full ownership of hiring, onboarding, capability development, and performance management. The Manager will ensure the team is equipped to deliver a consistent, high-quality experience aligned with brand standards, while embedding strong operational discipline and a customer-first mindset.

The Manager, Customer Experience, is accountable for Bed Bath & Beyond’s CX performance, service delivery, and continuous improvement across channels. The Manager will own key metrics (e.g., CSAT, productivity, resolution rates), anchoring in data driven decision-making, and partner cross-functionally with eCommerce, Merchandising, Logistics, Marketing and Vendor Partners to improve the end-to-end customer experience and innovate while addressing and resolving any root causes of customer friction.

• Design and map the end-to-end customer journey online and in-store (purchase experience, order status, delivery, returns, refunds, exchanges and issue resolution) that result in an excellent customer experience aligning with brand aspirations in collaboration with the Bed Bath & Beyond Team
• Establish and train the CX Team on clear policies based on vendor partnerships in collaboration with the Bed Bath & Beyond Merchandising Team
• Define standard operating procedures (SOPs) for all scenarios including service standards, SLAs and escalation frameworks based on vendor agreements, warranties and policies resulting in customer expectations being proactively set, in collaboration with the Bed Bath & Beyond Merchandising Team
• Build out the after-sales support knowledge centre for all vendors in collaboration with the Bed Bath & Beyond Merchandising Team
• Build out and update comprehensive internal knowledge base content and live agent-facing resources reflecting Bed Bath & Beyond tone of voice and brand values
• Create a customer-facing help center with content aligned to the brand voice and receive direction from the President of Bed Bath & Beyond
• Manage escalations and complex customer issues with internal stakeholders and 3rd party vendors ensuring consistent delivery of high-quality, customer-first experiences
• Continuously identify opportunities to improve customer journeys while reducing cost-to-serve, and enhancing customer satisfaction metrics
• Own the alignment of priorities, launches, and issue resolution while acting as the voice of the Bed Bath & Beyond customer within the organization

• Lead the integration of Shopify, Zendesk, Ada, and other CX tools in collaboration with the AI and Automation Team as well as the Bed Bath & Beyond Team
• Configure workflows, automations, macros, triggers, and chatbot flows resulting in effective automation and minimizing live agent interactions
• Achieve seamless system connectivity and data flow in partnership with Product, Technology, and eCommerce Teams
• Test and validate systems prior to launches ensuring operational readiness, addressing root causes of friction in collaboration with eCommerce, Logistics and Product Teams
• Track and report on key CX metrics (CSAT, response time, resolution time, contact drivers, etc.)
• Analyze trends and provide insights and actionable solutions to the business

• Manage day-to-day operations of the customer service team ensuring…