Sr. Manager of Customer Service & Experience

About the role

The Sr. Manager of Customer Service & Experience will shape and execute company‑wide strategies that ensure every customer interaction reflects our brand’s quality and care. Reporting to the Director of Sales, this leader will act as the voice of the customer, turning feedback into actionable improvements across product, policy, and process.

Key responsibilities

• Define and implement consistent customer service strategies across all sales channels, supporting growth initiatives such as the Gift Registry.
• Lead, mentor, and develop a multi‑location customer service team, fostering a culture of excellence and collaboration.
• Identify process improvement opportunities, drive automation, and streamline workflows to boost efficiency and satisfaction.
• Establish and monitor KPIs (e.g., resolution time, return metrics, loyalty indicators) and report performance to senior leadership.
• Evaluate, select, and roll out customer service technologies, including CRM, help‑desk, and communication platforms.
• Partner with product, sales, marketing, and operations to address customer needs and enhance overall experience.
• Analyze feedback and service data to uncover trends, pain points, and business improvement opportunities.
• Lead issue de‑escalation efforts during service disruptions to minimize impact on customers.

Required profile

• Proven experience managing customer service teams in a fast‑growing environment.
• Strong analytical mindset with the ability to translate data into strategic actions.
• Excellent communication and cross‑functional collaboration skills.
• Track record of implementing process improvements and technology solutions.

Required skills

• Experience with CRM and help‑desk platforms (specific tools not required).
• Familiarity with automation and workflow optimization concepts.