Customer Experience Manager

Role Overview

• Lead and develop supervisors and a combined onshore/offshore team of customer experience representatives.
• Hold team members accountable for performance, adherence to KPIs, and professional conduct.
• Build a culture of ownership, collaboration, and continuous improvement.
• Conduct regular team meetings and performance reviews to ensure clarity of goals and alignment with SnugZ values.
• Oversee and analyze key performance indicators daily, including call response times, email/chat resolution, revisions, LTL tasks.
• Produce and deliver daily, weekly, and monthly performance reports to leadership.
• Make quick, data-driven decisions to maintain service level consistency and customer satisfaction.
• Identify trends, gaps, and opportunities for improvement through regular performance reviews and reporting analytics.
• Serve as a visionary leader for the department’s continued growth — enhancing staffing models, scheduling efficiency, and workflow processes.
• Drive the department toward automation and improved tools that enhance speed and accuracy.
• Develop, maintain, and enforce Standard Operating Procedures (SOPs) and ensure accountability through consistent follow-up.
• Partner cross-functionally with Inside Sales, IT, Marketing, and Production to ensure cohesive customer experiences.
• Collaborate with supervisors to maintain a structured onboarding, cross-training, and continuing education program.
• Execute training materials and collaborate with SME on performance improvement plans that reinforce SnugZ brand standards and service quality.
• Ensure all team members understand product updates, process changes, and technology tools critical to success.
• Proactively identify process bottlenecks or inefficiencies and implement effective solutions.
• Champion a solution-driven mindset — empowering team members to resolve challenges with creativity and ownership.
• Lead and execute departmental initiatives that enhance the customer experience journey and operational scalability.

Requirements

• 5+ years of experience in a Customer Service, Contact Center, or Customer Experience leadership role.
• Associate or Bachelor’s degree in Business, Communications, or related field.
• Demonstrated success managing teams of 20+ employees in a fast-paced, multi-channel support environment.
• Proficient with CRM, ERP, and ticketing systems
• Exceptional written and verbal communication; able to inspire, coach, and drive accountability.
• Strong understanding of KPIs, performance analytics, and workflow optimization.
• Skilled at making informed, time-sensitive operational decisions.
• Experience leading offshore or remote customer support teams.
• Familiarity with brand experience philosophy and promotional product industry standards.
• Demonstrated success implementing process automation or CX technology improvements.

Tech Stack

• ERP

Benefits

• Industry-leading salary packages
• Permanent work-from-home setup
• Governement mandated benefits
• Company equipment provided
• Internet stipends upon regularization
• HMO Coverage
• PTO credits and service incentive leaves
• Major spring and winter company live events
• Monthly employee appreciation virtual events
• Company-provided career skills training courses
• A company culture focused on your personal and professional growth