Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager the team can rely on for clear direction, honest feedback, and real development.
Build and maintain a QA function from scratch. Create a systematic process for reviewing response quality, identify patterns in gaps, and coach the team toward consistently hitting a high bar.
Design and manage team structure. Establish triage tiers, own scheduling across holidays and volume changes, and make sure the team is set up to handle whatever comes in.
Drive continuous process improvement. Identify inefficiencies in workflows and tooling, quantify their impact, and fix them — whether that means building a lightweight solution yourself or writing and managing an engineering ticket to completion.
Create and iterate on SOPs. Document how things should work, monitor whether they're working, and update them when they're not. Build processes that are durable, not just functional.
Translate client patterns into upstream fixes. Spot recurring themes in client questions and complaints, and turn them into clear, data-backed recommendations for the product team — reducing the volume of issues the team has to field in the first place.
Stay ahead of operational issues. When something unexpected breaks figure out the fix and build the safeguard so it doesn't happen again.

Bring 5–8 years of experience in client experience or support operations, including at least 1–2 years managing a team directly
Fluent in support operations: SLAs, ticket workflows, triage structures, and help desk tooling — and pick up new systems quickly
Think and act like an owner — do not wait to be told something is broken, and never be fully satisfied with the current bar when better is possible
Genuinely care about the clients the team serves, and let that shape how standards are set and people are developed
NYC-based preferred; open to remote for the right candidate

Client Experience Manager

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