Senior Consumer Experience Manager
Ledge Lounger
full-time
Posted on:
Location Type: Office
Location: Houston • Texas • United States
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Salary
💰 $90,000 - $125,000 per year
Job Level
About the role
- Lead a High-Performing CX Team
- Build the CX Operating Plan
- Optimize the Customer Journey
- KPI System, Reporting, and Executive Communication
- Cross-Functional Partnership and Business Acumen
Requirements
- 5+ years in customer experience/customer support, including 2+ years in a lead or supervisory capacity.
- Experience supporting a multi-channel environment (phone/chat/email) with demonstrated ability to manage volume and SLAs.
- Proven ability to implement or run an operating cadence: SOPs, QA, coaching routines, KPI tracking, and process improvement.
- Strong communication and leadership skills; comfortable presenting performance insights to senior leaders.
- Proficiency with CX systems/CRMs and strong comfort with reporting/dashboards.
- Experience in luxury goods, furniture, premium retail, or design-forward brands.
- Experience with NetSuite, HubSpot, Shopify, DialPad, marketplaces (including Amazon, Costco, and others)
Benefits
- Competitive salary
- Benefits package
- Opportunity to work with a dynamic team in a positive and supportive work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experiencecustomer supportoperating cadenceSOPsQAcoaching routinesKPI trackingprocess improvement
Soft Skills
leadershipcommunicationcross-functional partnershipbusiness acumen