Manager, Customer Experience

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We are hiring a Manager, Customer Experience to join our Customer Care Team.

Are you ready to lead a team that defines what exceptional customer experience looks like? As the Customer Experience Manager at Watkins Wellness, you’ll be the architect of service excellence—setting the vision, shaping strategy, and empowering your team to deliver world‑class support across every interaction. This isn’t just a management role; it’s an opportunity to influence the entire customer journey, strengthen dealer partnerships, and drive innovation through modern tools like Salesforce, Five9, and AI technologies.

You’ll collaborate across departments, champion customer‑first initiatives, and turn insights into action that elevates our brand globally.

If you’re passionate about encouraging teams and crafting strategies that redefine customer care, this is your chance to create a measurable impact and influence the way we connect with customers worldwide.

• Mentor, train, and develop the Customer Experience team to deliver extraordinary service across all contact channels.
• Define and monitor important metrics, leverage data insights, and implement process improvements to drive efficiency and satisfaction.
• Use tools like Salesforce, Five9, Microsoft 365, and AI technologies to optimize workflows and elevate the customer journey.
• Partner with cross‑functional teams and build strong dealer relationships to align service strategies with business goals.
• Manage departmental budgets, resolve escalated concerns, and ensure compliance with organizational policies.

• Bachelor’s degree required; 5+ years of people management and customer service experience.
• Proven success in team leadership, conflict resolution, and KPI‑driven strategies.
• Expertise in Salesforce, Five9, Microsoft 365, and AI tools.
• Strong verbal and written communication skills with the ability to engage across diverse customer types.
• Organized, strategic problem solver with a customer‑focused perspective.
• Professional certifications in CRM or contact center technologies are a plus.

At Watkins Wellness, we believe that everyone should “Feel good. Live well.” We offer exceptional health and wellness benefits, paid time off, company bonus, profit sharing, 401(k) match, education assistance, and more. Employees may also receive additional perks such as company events and wellness programs.

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Hiring Range: $95,200.00–$

Watkins is an equal opportunity employer and prohibits discrimination based on race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, and other protected characteristics. The Company makes employment decisions only based on merit and is committed to compliance with all applicable laws and regulations.

Watkins is an E‑Verify employer.