What are the responsibilities and job description for the Senior Manager, Customer Experience & Engagement position at 24 Seven Talent?
Senior Manager, Customer Experience & Engagement
Location: New York, NY (Hybrid)
Employment Type: Full-Time
Salary: $90k-115k
Position Overview:
Own the entire customer journey for a fast-growing DTC brand. As Senior Manager, Customer Experience, you’ll build and lead a high-performing support organization that turns every email, chat, text, and social interaction into a moment of connection—and a reason to come back.
Key Responsibilities:
- Run day-to-day CX operations across email, chat, SMS, and social, ensuring fast, empathetic, on-brand responses.
- Hire, coach, and develop a CX team (including leads), setting clear SLAs, QA standards, and escalation paths.
- Design and refine workflows, automations, and routing in modern CX platforms to drive speed and accuracy.
- Own performance metrics (CSAT, NPS, FRT, resolution time, contact rate) and turn insights into action.
- Champion the customer voice across e-commerce, product, marketing, and operations, surfacing patterns and opportunities.
- Enhance self-service (FAQs, help center) and align with brand/social teams to keep support in sync with campaigns.
- Build and execute a scalable CX roadmap covering channels, tools, staffing, and training as the business grows.
- Evaluate and implement new tech (automation, AI, reporting) to improve both customer outcomes and team efficiency.
Desired Qualifications:
- 5–8 years in CX, support, or similar roles, including 3 years leading teams.
- Experience in DTC, e-commerce, or consumer brands with multi-channel support.
- History of scaling CX operations with robust SLAs, QA programs, and playbooks.
- Fluency with CX platforms and analytics; confident building and interpreting dashboards.
- Clear, compelling communicator with a strong, consistent brand voice.
- Proven ability to influence cross-functional partners and present to senior leadership.
Salary : $90,000 - $115,000