Consumer Experience Manager

Job Description

Key Responsibilities

• Lead daily CX Support operations, ensuring timely, accurate, and empathetic service across all consumer channels.
• Oversee scheduling, staffing, QA, and training to maintain coverage, performance, and service excellence.
• Serve as an escalation point for complex consumer situations and drive root-cause analysis.
• Analyze VOC data and service trends to inform leadership and drive process improvements.
• Track and analyze KPIs (SLA, CSAT, response time, resolution rate) to measure success and identify opportunities.
• Maintain and update SOPs, FAQs, and training materials to ensure clarity and consistency.
• Align CX Support strategies with broader Retail and Brand goals for a seamless consumer journey.
• Collaborate with Retail, Operations, IT, Brand, Accounting to enhance communication and CX systems.
• Recruit, coach, and develop team members through 1:1s, performance reviews, and ongoing feedback.
• Support AU launches, new market transitions, and high-volume periods with flexibility and proactive planning.

Requirements

• 5+ years of contact center or consumer experience operations leadership experience, preferably in a hybrid or multi-site environment.
• Proven ability to lead, coach, and develop teams to meet or exceed performance goals.
• Strong analytical skills with the ability to interpret KPIs, VOC data, and service metrics to drive improvements and business insights.
• Proficiency in Microsoft Office, program management tools, and consumer service software solutions (e.g., FreshService, Reputation, Meltwater, CRM platforms).
• Skilled in influencing and collaborating across cross-functional teams to align initiatives and drive operational consistency.
• Excellent written and verbal communication skills; able to connect effectively at all levels, internally and externally.
• Demonstrated ability to manage multiple priorities, make data-driven decisions, and deliver results in a fast-paced, time-sensitive environment.
• Strong consumer-first mindset with exceptional follow-up, organization, and problem-resolution skills.
• Must pass any and all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry
• Must possess valid driver’s license

Benefits & Perks

• Competitive pay
• Discretionary annual incentive program driven by organization and individual performance

Job Details