Customer Experience Manager

Job Summary

A company is looking for a Customer Experience & Strategy Manager to lead CX strategy and process improvements in a remote setting.

Key Responsibilities

• Own CX data reporting and analyze KPIs to drive insights and improvements
• Design and optimize returns and exchanges processes while collaborating with warehouse and support teams
• Manage and optimize customer support tools and systems, ensuring scalability and efficiency

Required Qualifications

• 3-6 years of experience in CX strategy, operations, or customer success roles, preferably in DTC/eCommerce
• Experience with CX tools such as Kustomer, Zendesk, or Gorgias
• Strong analytical skills with a focus on data and dashboards
• Operational mindset with experience in designing systems and solving process issues
• Bonus: Experience working with warehouse teams or managing returns analytics