Senior Manager of Customer Experience

What You’ll Do:

As the Senior Manager of Customer Experience, you will be a driving force in shaping and scaling BRUNT’s customer experience strategy. This role requires a curious and innovative mindset to identify opportunities for improvement, optimize processes, and ensure we exceed service-level agreements across all channels. You’ll combine hands-on execution with strategic vision, acting as a problem solver and critical thinker who thrives in tackling challenges with data-driven solutions.

How You’ll Do It:

Team Leadership: 

• Guide the CX Manager and the broader CX team, ensuring alignment and engagement with BRUNT’s business goals and OKR responsibilities through clear and consistent communication.
• Be available to address team questions on a day-to-day basis, such as clarifying policies, troubleshooting customer issues, or guiding team members on best practices for handling challenging situations, via Slack, email, and in-person. 
• Establish and maintain a strong, inclusive team culture for both in-office and remote employees by fostering growth, mentorship, and accountability.
• Establish a state-of-the-art Customer Experience Hub at BRUNT’s headquarters, positioning the customer as the centerpiece of organizational initiatives. 

Daily CX Operations: 

• Oversee execution of day to day customer experience operations, ensuring the team meets or exceeds a 24 hour SLA and efficiency threshold of 120 tickets per day across email and phone channels, and 60 responses per hour in Social channels.
• Regularly evaluate workflows and processes across ticketing systems, macros, customer policy, and more to identify areas of opportunity and create innovative solutions.
• Revamp BRUNT’s internal training process and curriculum by developing comprehensive, ongoing curriculums for CX Reps and evolving current process documents to an easily accessible internal knowledge base.
• Partner with CX Managers to implement new processes, policy, and strategic shifts.
• Build a comprehensive understanding of all applicable systems, including: Shopify, Gorgias, Loop Returns, and Outerspace, with the ability to execute on all existing processes as needed. This is including but not limited to: Customer Orders, Refunds, Back Orders, Gift Cards and Subscriptions.
• Provide hands-on support where needed while empowering team members to take ownership of responsibilities.
• Foster cross-functional relationships across Product, Operations, and Digital Product teams to keep the Customer Experience team informed on product launches, shipping, inventory, backorders, returns, and other factors impacting the customer journey.
• Act as a liaison between Operations and the Customer Experience team, maintaining efficient feedback loops to enhance alignment and operational effectiveness.

Strategic Direction / Special Projects:

• Collaborate with the Customer Experience Director to build a forward-thinking CX strategy that draws on a deep understanding of the day-to-day Customer Experience to identify and implement solutions that drive broader departmental and company OKRs.
• Leverage insights from (KPIs) such as SLA, NPS, CSAT, and ticket resolution times to make customer-centric, data-informed recommendations.
• Collaborate across Customer Insights, Product, and Operations to create a CX-specific Voice of the Customer program that leverages Qualtrics analytics to identify key customer issues. 
• Launch a “Close the Loop” program to follow up with customers who report a poor experience via NPS or CSAT, using feedback from Qualtrics.

Driving Continuous Improvement:

• Strategically leverage BRUNT’s CX staffing model across in-house teams, BPOs, and AI to balance customer satisfaction with operational efficiency.
• Develop a quality assurance process for the CX team that uses AI to review 100% of customer interactions across phone, chat, and email.

What You Need to Succeed:

• Bachelor’s degree preferred.
• 6-8 years of progressive CX leadership, with experience in early-stage growth or scaling and customer-facing Ecommerce.
• Exceptional communication and organizational skills, with the ability to balance strategic priorities and tactical execution.
• Experience leveraging Qualtrics to inform customer information strongly preferred. 
• A curious, proactive learner with a passion for innovation and problem-solving.
• Data-driven decision-making expertise to analyze trends and implement impactful changes.
• Proven success in building and scaling CX teams, delivering exceptional service, and managing increasing volumes.
• Strong collaboration skills with experience partnering across Operations, Marketing, and Product teams.
• Experience with customer contact ticketing systems, CRM experience preferred 
• Proficiency in tools like Shopify, Gorgias, and Zendesk, Excel, with experience leveraging AI for efficiency preferred.
• Flexibility for 3-5 in-office days per week.