Senior Customer Experience Manager

Join Tecovas, a leading direct-to-consumer retail brand, as a Senior Customer Experience Manager. In this role, you will lead a large team of Customer Experience Associates and Team Leads, driving loyalty, exchanges, and repeat orders through exceptional service. You will own the service model, standards, and investment case, and partner closely with other CX leaders. Additionally, you will design and implement a VIP program, own service performance across all contact channels, and lead the organization design and people leadership for the frontline team. You will also be responsible for the Customer Experience labor budget and cross-functional leadership.

• Lead and manage a large team of Customer Experience Associates and Team Leads to ensure high-quality service delivery.
• Drive loyalty, exchanges instead of refunds, and repeat orders by leading a team of product experts who deliver exceptional customer service.
• Own the structure of the frontline organization, including hiring strategy, performance management, and succession planning for the frontline team.
• Experience standing up a differentiated service program for high-value customers, including the business case behind it
• Ownership of a labor budget or cost-to-serve target, with personal accountability for the number
• A track record connecting a service organization to commercial outcomes — assisted selling, clienteling, save-the-sale, or proactive lifecycle outreach — with credible measurement behind the claim
• Experience planning for pronounced seasonality across peak, launches, and promotional surges
• Experience designing or restructuring a frontline organization — levels, spans, and career paths — not just staffing an existing one
• Previous experience leading an organization of comparable scale through a layer of supervisors or leads
• 8+ years in customer service or contact center operations, including demonstrated experience managing managers. Direct-to-consumer retail or ecommerce background preferred
• You have the judgment to grow revenue through service without damaging it, and the confidence to push back on programs that would
• You are comfortable presenting to and influencing executive leaders
• You are comfortable leading a remote, hourly workforce across multiple states, including the scheduling and wage-and-hour realities that come with it
• You have excellent written and verbal communication skills