Senior Customer Experience Manager

• Tecovas is looking for a Senior Customer Experience Manager to lead a large team of Customer Experience Associates and Team Leads within our broader CX organization
• Reporting directly to the Director of Customer Service, the Sr CX Manager will own the people and delivery of service to create a center of excellence that handles all customer contact in house
• You will partner closely with your peers across CX leadership — CX Operations, who own workforce management, forecasting, and the back office, and CX Enablement, who own training, quality, and Voice of the Customer
• You will drive loyalty, exchanges instead of refunds, and repeat orders by leading a team of product experts who deliver Radical Hospitality in every interaction. You will own the service model, the standards, and the investment case behind them
• Service as a growth driver:
• Build the case, and then the capability, for Customer Experience to contribute measurable revenue — not by turning representatives into telemarketers, but by putting expert help where it changes the outcome: fit and sizing guidance before a purchase, follow-up inside the return window that turns a refund into an exchange, care and replenishment outreach, and live help on high-intent visits
• Own the measures that prove it — contact-influenced revenue, exchange-to-refund mix, return rate, and repeat purchase rate among customers we’ve reached — and defend them with Finance and Ecommerce
• Partner with Ecommerce, Marketing, Merchandising, and Retail to place Customer Experience inside the customer journey rather than at the end of it, including handing a customer to a store when a fitting is the right answer
• Protect the relationship while you do it. Hospitality is the product and revenue is the result, never the other way around. A program that trades customer trust for a short-term number is the wrong program, and you’re expected to say so
• VIP and high-value customer service:
• Design the VIP program from a blank page using the Senior CX Representative team we recently created: the segment, the service model, the staffing, the standards, and the business case for what differentiated service costs and returns
• Treat it as the proving ground for the commercial thesis, and partner with Ecommerce, Marketing, and CX Operations so VIP service connects to loyalty rather than sitting beside it
• Use the program as a career step for the frontline: a tier people can earn their way into
• Service delivery and escalation:
• Own service performance across every contact channel — response time, resolution time, quality, and schedule adherence — and the operating rhythm that holds it steady
• Own the escalation path for issues that reach executive visibility, including the service relationship with our retail field teams
• Lead delivery readiness for peak season, launches, and promotions, and own the outcome rather than the checklist
• Organization design and people leadership:
• Own the structure of the frontline organization: span of control, lead-to-representative ratios, tiering, and full-time to part-time mix. Change it when the business changes
• Build the management layer beneath you. Develop Team Leaders into managers, and own the bench that makes the next round of promotions possible
• Own hiring strategy, leveling, career paths, performance management, and succession planning for the frontline team
• Deputize for the Director of Customer Service
• Labor budget, payroll, and compliance:
• Own the Customer Experience labor budget and the cost per contact for in-house delivery. You are accountable for actuals against plan, not just for reporting them
• Partner with CX Operations to translate the demand forecast into a defensible headcount and hours plan, and find the structural cost improvements that don’t trade away service quality
• Own department payroll — timekeeping, overtime, PTO, and pay-period close — and the wage-and-hour compliance posture across a multi-state remote workforce, partnering with the People Team as requirements shift
• Cross-functional leadership:
• Act as the Customer Experience decision-maker with Ecommerce, Retail Operations, Supply Chain, and the People Team. Own the tradeoffs rather than routing them upward
• Bring quantified customer insight into product, policy, and site roadmap conversations, and represent Customer Experience in Retail leadership forums and executive reviews

Benefits

• We offer insurance plans that pay 99% of your health premium coverage and 100% of your dental & vision insurance coverage for your family/dependents
• Paid Parental Leave
• Flexible PTO policy
• Corporate wellness program
• Generous employee discounts!- 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