Customer Experience Manager

About the Role

Jones Road Beauty is seeking a hands-on Customer Experience (CX) Manager to lead day-to-day CX operations and elevate how consumers engage with our brand. In this role, you’ll oversee frontline customer support, optimize systems and workflows, and translate customer insights into actions that drive loyalty, retention, and long-term growth. You’ll play a key role in scaling an exceptional end-to-end experience as we continue to grow.

What You’ll Do

Lead Daily CX Operations

• Oversee daily customer support operations across all channels (email, social, retail), ensuring quality, timeliness, empathy, and on-brand communication in every interaction.
• Execute staffing and scheduling plans aligned to forecasted volume, seasonality, and marketing campaigns.
• Manage escalations and complex issues related to orders, returns/refunds, fraud investigations, and adverse events.
• Ensure compliance with internal policies and industry/regulatory requirements where applicable.

Drive Performance & Insights

• Contribute to weekly and monthly CX reporting that highlights KPIs, team performance, trends, and opportunities for improvement.
• Identify and surface customer insights that inform decisions across Marketing, E-Comm, Product Development, Retail, and Operations.
• Partner with the Website and Product Development teams to proactively flag customer considerations for future launches, product extensions, and experience enhancements.

Team Leadership & Development

• Manage, mentor, and develop a team of in-house and offshore CX Specialists.
• Provide ongoing coaching, feedback, performance management, and career development support.
• Foster a culture of empowerment, empathy, and accountability where every agent acts as a true brand ambassador.

Optimize Systems & Workflows

• Ensure support tools and technologies (e.g., Gorgias, Shopify, Loop Returns) are fully leveraged and maintained.
• Streamline processes, SOPs, and workflows to improve efficiency and customer satisfaction.
• Partner cross-functionally to continuously enhance the pre- and post-purchase customer journey.

What You Bring

• 5–7 years of experience in customer experience, operations, or e-commerce, including 2 years in a leadership or people-management role.
• Strong understanding of DTC and omnichannel customer journeys; beauty or consumer goods experience preferred.
• Hands-on expertise with CX technologies such as Gorgias, Shopify, Loop Returns, and related tools.
• Data-driven approach with the ability to interpret trends, identify root causes, and drive operational improvements.
• Exceptional communication, leadership, and relationship-building skills.
• Thrives in fast-paced, high-growth environments and is comfortable rolling up your sleeves.
• Proven ability to influence cross-functional partners and advocate for the customer voice.

Montclair, NJ (Hybrid) 2-3 days per week

Salary Range: $85,000-$95,000 and bonus eligible

Jones Road Beauty is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.