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Senior Manager of Customer Experience

L5

virtual vocationsDenver, COtoday

Occupations

Management AnalystsProject Management SpecialistsCustomer Service Representatives

Industries

Administrative Management and General Management Consulting ServicesCustom Computer Programming ServicesOther Management Consulting Services
Leading customer support operations, the full-time Senior Manager of Customer Experience will manage an in-house support team and outsourced partners, overseeing over 40,000 customer contacts annually while driving improvements based on customer feedback in a remote setting.
Key responsibilities: Lead and manage the in-house Support Supervisor and BPO partners, ensuring performance, staffing, and quality assurance Collaborate with cross-functional teams to enhance customer experience, retention, and self-service options Own the configuration and continuous improvement of the customer experience technology stack, including AI-assisted support
Required qualifications: 7+ years of experience in customer experience or support, with at least 4 years in a management role within a DTC or eCommerce brand Proven experience managing outsourced BPO partners and supporting subscription-based businesses Hands-on ability to configure helpdesk workflows and troubleshoot technical issues across platforms Strong analytical skills to present contact trends and recommendations to executives Excellent written communication skills for SOPs, executive updates, and customer-facing policies
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Apply now (opens in a new tab)

Level

SeniorL5

Location

Denver, CO

Occupation

Management Analysts

Industry

Administrative Management and General Management Consulting Services

Posted

today

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