Senior Manager CX Support Programs

We’re Looking For A(n): Senior Manager CX Support Programs

Location: Hybrid (El Segundo CA and/or Burbank/North Hollywood CA)

What You’ll Be Doing: The Senior Manager CX Support Programs owns the end-to-end strategy health and execution of Golden Pet’s customer support programs. This role serves as the primary CX owner of support quality reputation management escalations enablement and insights across all Golden Pet’s portfolio. Accountable for defining standards driving consistency and ensuring effective partnership with Golden Customer Care this role translates CX strategy into scalable support programs that protect brand trust improve customer outcomes and surface insights to inform business decisions.

• Own the CX support program portfolio across Golden Pet brands - including Quality Assurance Reputation Management Escalations Agent Enablement and CX Insights - by leading and developing the CX support leadership team and driving clear standards accountability and measurable outcomes
• Serve as the primary CX partner to GCC owning the support partnership model operating cadence and alignment on standards expectations and outcomes
• Define and maintain CX-owned support standards including quality frameworks response guidelines escalation criteria and enablement principles
• Establish and oversee scalable support program roadmaps that improve quality consistency customer trust and resolution outcomes across brands
• Translate customer support data (QA escalations reviews sentiment CSAT contact drivers) into actionable CX insights that inform Product Brand Retention and Operations priorities
• Partner cross-functionally with GCC Operations Product Brand Legal and Analytics teams to address systemic customer issues and ensure feedback loops are closed
• Balance cross-brand priorities while maintaining consistent support standards governance and insight delivery across Golden Pet

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Customer support strategy and program leadership in DTC or subscription environments
• Strong understanding of contact center operations and support partnership 
• Quality reputation and escalation governance expertise
• Analytical and problem-solving mindset
• Excellent written and verbal communication
• Operational rigor prioritization and program management discipline
• Familiarity with support platforms (e.g. Zendesk Salesforce Netsuite Five9)
• Required Education: Bachelor’s degree or equivalent experience
• Preferred Education: Bachelor’s in Business Operations Customer Experience or related field

• Required Experience:

  • 5-7+ years of experience in customer experience support operations or CX program leadership
  • Demonstrated ownership of support programs quality frameworks or CX insights in scaled environments
  • Experience partnering with outsourced or external contact center teams

• Preferred Experience: 

  • DTC and/or subscription-based businesses 
  • Multi-brand or portfolio environments 
  • Experience leading managers or program leads

• Comprehensive healthcare coverage – We cover 100% of premiums for medical dental and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days an Employee Assistance Program free weekly yoga and meditation classes and additional mental health benefits because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship continuous learning programs and performance-based pay increases empowering you to progress and excel in your career.
• Through our charity sponsorships you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $105000-$131000 plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience knowledge skills other job-related qualifications and geographical location.

What We Do

Golden Pet Brands is leading America’s pet health revolution by making longevity-focused nutrition simple for pet parents and rewarding for pets through product excellence education and storytelling.

Why Work With Us

We’re 100% dedicated to creating and fostering a safe collaborative supportive and creative workplace where everyone has a voice. Our energetic work space offers a fun environment with plenty of opportunity to work as part of a fantastic and uplifting team