What are the responsibilities and job description for the Senior Manager Customer Experience position at Londontown, Inc.?
Senior Manager, Customer Experience Part-Time (West Coast Preferred) 2 hours per day
We're seeking a highly structured, data-driven Senior Manager, Customer Experience to take full ownership of our customer support function. This role requires someone experienced in managing in-house teams (not BPO), building processes, and setting clear performance metrics. You will oversee daily operations, monitor call/ticket quality for at least two hours per day, and ensure consistent closure of customer inquiries. The ideal candidate excels in creating processes, coaching team members, and transforming a reactive team into a high-performing, independently operating unit.
Responsibilities
- Establish KPIs, performance dashboards, and reporting rhythms
- Monitor daily calls and tickets for quality, accuracy, and timely closure
- Create and maintain SOPs for all customer service workflows
- Coach and train team members to build independence and consistency
- Identify gaps in performance and implement corrective actions
- Partner with cross-functional teams to resolve recurring issues
- Ensure overall customer satisfaction and reduce ticket volume through process improvement
Qualifications
- 5 years of customer service leadership, managing in-house teams
- Proven experience creating structure, SOPs, and performance metrics
- Strong analytical skills; comfortable with dashboards and KPI reporting
- Hands-on approach to monitoring call/ticket quality
- Track record of improving team performance and accountability
- Excellent communication and coaching abilities
- Experience in a fast-paced, high-growth environment preferred
- West Coast based or able to work early mornings PST