Senior Customer Experience Manager

Mito Red Light is a direct-to-consumer wellness brand specializing in red and near-infrared light therapy products. The Senior Customer Experience Manager will lead CX strategy, outsourced support operations, customer-facing documentation, escalations, launch readiness, AI-enabled workflows, and voice-of-customer initiatives to improve retention, lifetime value, and revenue outcomes.

Responsibilities:

• Define and execute a customer experience strategy that drives retention, repeat purchases, and lifetime value, feeding CX insights to the Lifecycle Marketing Manager who owns post-purchase campaigns and flows
• Map the end-to-end customer journey, identify friction points and drop-off moments, and build scalable solutions
• Develop the CX playbook: escalation paths, service recovery protocols, and proactive intervention triggers, surfacing the churn signals and segments that inform lifecycle marketing campaigns
• Go beyond traditional support metrics. Your job isn't to report that CSAT is 92%. It's to answer whether customers who had a great support experience buy again at a higher rate, refer more, and churn less. Build the measurement framework that connects CX quality to revenue outcomes, separate from lifecycle marketing attribution
• Own the relationship between CX performance and revenue outcomes, connecting service quality to business results
• Own the offshore support partner relationship end to end: contract, SLAs, cost per contact, forecasting, and staffing plans
• Set quality standards and run QA calibration with partner leadership. You own the definition of what a good interaction looks like
• Own the training curriculum and certification standards the partner agents are held to
• Hold the partner accountable to performance targets, and make the call on scope, escalation thresholds, and partner changes
• Evaluate and optimize our CX tech stack for cost efficiency and performance
• Design scalable workflows, SOPs, and service-level frameworks that hold up as volume grows
• Lead capacity planning and resource allocation across support channels to balance cost and quality
• Build and manage the CX operating budget, including vendor and tooling spend
• Serve as the final decision-maker on high-stakes customer situations: legal threats, compliance-sensitive product complaints, VIP disputes, and policy exceptions beyond agent authority
• Design the escalation framework that defines what rises to this level, on what timeline, and with what decision rights
• Set the policy boundaries within which the partner team can resolve independently, and widen them over time as trust and capability grow
• Partner with the offshore team lead to ensure escalation handoffs are clean and no customer falls through the gap between time zones
• Own the single source of truth for product answers, used by the human team, the AI agent, and the help center alike
• Own the quality and iteration cycle for user manuals, quick-start guides, safety inserts, and packaging materials, partnering with Product and Quality on technical accuracy
• Run the feedback loop from support data into documentation. When a question keeps recurring, the manual, the product page, or the onboarding flow changes, not just the macro
• Review customer-facing language for consistency with compliance standards
• Maintain version control across documentation as SKUs, firmware, and product revisions change
• Own the CS readiness gate for every product launch: the team is trained, the AI knowledge base is updated, and compliance sign-off is obtained before go-live
• Coordinate with Product and Marketing on launch timelines so CX is never preparing after the fact
• Build and maintain launch-readiness checklists, training materials, and compliance test sets for each new SKU
• Ensure a single answer set of record per product, used by both the human team and the AI agent
• Own complaint intake and triage standards: distinguish user error from a genuine product signal, and route accordingly
• Partner with Quality and Engineering on complaint documentation, evaluation requests, and trend monitoring across the device line
• Serve as the CX lead for any field action or safety communication, owning customer messaging, sequencing, and response tracking
• Lead the strategy for how AI and automation are used across the customer experience function, from ticket triage and agent assist to QA, knowledge management, and proactive support
• Continuously evaluate emerging AI tools, capabilities, and workflows that can improve customer experience, team productivity, speed, personalization, and cost efficiency
• Identify opportunities to automate repetitive work while preserving high-touch human support where it creates the most value
• Build AI-enabled workflows for areas such as ticket triage, agent assistance, quality assurance, knowledge management, customer insights, and proactive support
• Define how AI initiatives are measured: resolution quality, containment, productivity, CSAT, cost, and revenue impact
• Partner cross-functionally to connect CX data and AI-driven insights back into product, marketing, operations, and leadership
• Challenge existing processes instead of simply automating them. We want someone who asks how CX should work three years from now, not how to make today's process 10% more efficient
• Define the CX measurement framework: which metrics matter, how they connect, and what they tell us
• Build executive-level reporting that ties CX performance to retention, revenue, and customer health
• Surface actionable insights from support data, escalation patterns, and customer feedback, identifying where service breakdowns impact retention so lifecycle and product teams can act on them
• Serve as the strategic voice of the customer at the leadership level, translating CX data into product, marketing, and operations decisions
• Present findings and recommendations to leadership on a regular cadence
• Lead voice-of-customer programs, including NPS, post-interaction surveys, community engagement, and customer advisory input

Requirements:

• 5+ years in CX strategy or leadership, ideally in DTC or consumer-facing brands
• Direct experience owning a BPO or outsourced support partner
• Naturally builds trust fast with distributed teams, BPO partners, vendors, and cross-functional leads
• Experience managing CX budgets, vendor contracts, and operational P&L
• Analytical and data-fluent, comfortable building frameworks, not just reading dashboards
• Experience owning customer-facing documentation or knowledge content
• Highly AI-forward, actively experimenting with tools and workflows
• Comfortable at both altitudes: three-year strategy on Monday, difficult escalation on Tuesday
• Bonus: experience in wellness, health, consumer electronics, or CPG