Customer Experience Manager, Tech

For more than 50 years, Cannondale has been a leading innovator in the cycling world. As more riders of all ages and abilities get on the roads, trails, and streets than ever before, we're here to do the best work of our lives to push the greatest human-powered machine into the future each and every day. We're committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere.

Fueled by a free-thinking, always-game, got-your-back mentality, we ditched the rulebook and set forward on a path to make iconic bikes that simply work better. We look forward to the ride with you.

As our Customer Experience (CX) Manager, Tech
, you’ll manage the CX Expert, Tech team, which provides advanced technical support and warranty expertise to our dealers and riders. You’ll own team performance and keep operations running at their best. As a part of our Sales Operations team, your focus is simple: manage the team, drive operational excellence, and position Cannondale as a leader in customer support. You’ll handle warranty escalations, improve processes, and work closely with Product and Engineering to solve quality issues.

For those who live and breathe bike tech, this role offers the opportunity to make a real impact on riders, how they interact with our innovative products, and the team behind them.

Note:
This is not a remote position. This role is based at the Cannondale US HQ in Wilton, Connecticut.

• Manage performance, employee relations, and career development for our CX Expert, Tech team with the aim of providing best-in-class product and customer support
• Oversee hiring, disciplinary actions, and staffing decisions for both teams
• Accountable for our Factory Tech Room (FTR) operations, ensuring timely parts ordering, issue tracking, and turnaround goals are met
• Escalate warranty issues to Product Management and produce reports for Global QC meetings
• Provide supplemental support for phone inquiries, claim resolution, and FTR Tech coverage as needed
• Respond to dealer warranty and technical questions via phone and email
• Maintain up-to-date technical expertise on bicycle components and systems and act as technical resource for the broader NA Commercial team
• Foster a positive working environment and effective teamwork for a remote and hybrid team

• High school diploma or equivalent with 2–4 years of experience in a customer service environment
• Experience managing a team and direct reports
• Strong technical understanding of bicycle systems
• Excellent record-keeping skills and attention to detail
• Proficient in Microsoft Word, Excel, and Outlook, with ability to learn other software
• Demonstrated problem-solving and decision-making skills
• Strong verbal, written, computer, and interpersonal skills
• Passion for bicycles and cycling
• Ability to adapt to change and evolving scenarios
• Maintain professional composure when working with external customers

• Hybrid work environment
• Generous Paid Time Off Programs
• Life & Disability Insurance
• FSA/HSA/Dependent Care FSA
• 401k and company match
• Commuter Incentive Program
• Voluntary benefits (critical illness, accident, and hospital indemnity insurances)
• Great discounts on company products
• Employee Wellness Program
• Parental Leave program
• Access to group home and auto insurance
• A mix of casual yet professional culture

Want a closer look into what it's like to Come Ride With Us? Explore more of Cannondale on Instagram and Linked In.

As a proud member of the Pon Holdings family, Cannondale benefits from the strong foundation and extensive network of one of the Netherlands' largest family-owned businesses, as well as the largest bike portfolio in the world:
Pon.

Bike, including brands like Gazelle, Santa Cruz, Cervélo, Kalkhoff, Focus, Urban Arrow, Veloretti and Swapfiets. Being a part of Cannondale means being part of a dynamic and forward-thinking organization backed by the strength and stability of Pon Holdings.

At Cannondale, we are on a mission to inspire cycling for all. Whoever you were, are, or will be, you can find yourself here. Our diverse line‑up of bikes…