Senior Manager Customer Experience (On-Site)

Duties and Responsibilities

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Evaluate, implement, and optimize AI platforms, chatbots, automated workflows, and self-service tools to improve resolution speed, reduce ticket deflection costs, and enhance personalized customer engagement.

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Leverage deep knowledge of DTC beauty and e-commerce consumer behavior to drive high satisfaction (CSAT), customer lifetime value (LTV), and brand loyalty.

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Track and manage business KPIs to achieve e-commerce channel growth goals including Net Revenue/Sales, Gross Margin, Traffic, Transactions, Conversion, CSAT, and First Contact Resolution (FCR).

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Drive team building, training, and retention. Establish a high bar for performance, mentor team members in modern CX/AI tools, and create a culture of accountability and excellence.

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Evaluate the efficiency of business procedures and customer service workflows according to organizational objectives and continuously apply process improvements.

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Actively support all efforts to simplify and enhance the omnichannel customer experience across web, mobile, and social touchpoints.

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Interact regularly with Senior Management and department/ company leaders to ensure that customer service priorities align with total company direction and fulfillment operations.

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Review and/or develop KPIs and customer analytics to identify high-priority opportunities and execute an aggressive CX and e-commerce roadmap strategy.

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Prepare forecasts of departmental costs, work demands, staffing, software/tool budgets, and resource allocation to meet financial objectives.

Qualifications

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• 5+ years of customer service/customer experience experience, with a minimum of 3 years in a management or leadership role.
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• Proven track record in e-commerce and Direct-to-Consumer (DTC) retail, with strong preference for experience in the beauty, personal care, or lifestyle sectors.
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• Demonstrated experience managing or implementing customer support automation, AI platforms, conversational chatbots, and automated routing systems.
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• Experience with Shopify Preferred.
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• Bachelor's Degree and/or MBA is preferred.
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• Strong familiarity with enterprise ticketing systems (Gladly, Gorgias or Zendesk preferred) and ERP systems (NetSuite is a plus).
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• Understanding of basic order fulfillment processes for physical products
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• Ability to thrive in an ambiguous, entrepreneurial environment that requires the ability to multi-task and implement high priority initiatives.
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• Exceptional communication and time management skills.
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• Ability to use web analytics, customer insights and knowledge of industry best practices to develop a compelling eCommerce product strategy.

Preferred Qualifications

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• Cross-functional leadership/project management experience
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• Experience with presentations to senior leadership
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• Ability to thrive in an ambiguous, entrepreneurial environment that requires the high initiative and ability to self–prioritize business tasks

Benefits

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Medical, Dental, Vision, Life Insurance

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• 401k plan
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Additional Opt-In Insurances

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• Vacation + Sick Time Pay
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• L'ange Hair Product Stipend- a quarterly stipend to help you refresh your favorite L'ange products and also try new products!
• Key Integra Competencies (All candidates are expected to demonstrate, regardless of role)
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Action Oriented

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Situational Adaptability

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Drives Results

Role-Specific Competencies to Emphasize

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Strategic Mindset

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Drives Vision & Purpose

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Builds Effective Teams

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Cultivates Innovation

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• Customer Focus