Senior Manager, Customer Experience

Phillips Industries

Senior Manager leading customer experience operations for Phillip Jeffries, a global luxury wallcovering brand. Developing support teams, improving service processes, and driving customer satisfaction.

Posted 8/17/2026full-timeFairfield • New Jersey • 🇺🇸 United StatesSenior💰 $80,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing high-performing Customer Experience teams, driving service excellence through effective project management and cross-functional collaboration. Utilizes customer feedback and performance metrics to inform strategic decisions and enhance the customer journey.

Highest-signal resume keywords

Customer Experience LeadershipProject ManagementCross-Functional CollaborationPerformance Metrics MonitoringCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service PlatformsHelpdesk SystemsAnalytics ToolsPerformance Data AnalysisOperational Performance Management

Soft Skills

CommunicationCoachingRelationship BuildingProblem-SolvingOrganizational Skills

Industry Keywords

Customer SatisfactionService ExcellenceContinuous ImprovementCustomer JourneyStakeholder Communication

About the role

Key responsibilities & impact

Lead, coach, and develop a team of Customer Experience professionals
Provide ongoing performance feedback, coaching, and career development opportunities
Foster accountability, engagement, continuous improvement, and service excellence
Manage team productivity, workload distribution, and operational performance
Partner with leadership to implement department initiatives and process improvements
Drive service excellence through effective support processes and service level management
Monitor key performance metrics, dashboards, and customer satisfaction trends
Partner with Sales and cross-functional teams to identify and resolve customer challenges
Build relationships with internal stakeholders and key customers
Identify opportunities to reduce customer friction and improve the customer journey
Lead and contribute to strategic projects improving operational efficiency and customer satisfaction
Manage project timelines, stakeholder communication, and execution of initiatives
Use customer feedback and data insights to inform business decisions
Manage complex customer concerns and escalations
Partner with Sales, Marketing, Design, Finance, and Supply Chain teams on proactive solutions
Share customer insights with leadership for strategic decision-making and continuous improvement
Partner with the CX Training team on onboarding and employee development
Use quality assurance reviews and performance data to identify training opportunities
Ensure team members have the tools, knowledge, and resources needed to succeed
Help create a learning environment supporting employee growth and retention

Requirements

What you’ll need

7+ years of customer service, customer experience, or sales support experience
5+ years of leadership experience managing support or service teams
Experience leveraging customer service platforms, helpdesk systems, and analytics tools
Strong project management, problem-solving, and organizational skills
Proven ability to lead through change and drive cross-functional collaboration
Excellent communication, coaching, and relationship-building skills
Passion for delivering exceptional customer experiences and developing high-performing teams

Benefits

Comp & perks

Competitive annual salary ranging from $80,000 - $95,000
Annual company bonus opportunity
Annual Cost of Living increases
Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required
Comprehensive medical coverage with employee premiums as low as $50 per month
Coverage options for spouse, domestic partner, civil union partner, and family
Health Reimbursement Account (HRA)
Prescription, dental, and vision coverage
Flexible Spending Accounts (FSAs) for healthcare and dependent care
Employee Assistance Program
Pet insurance
34 days of paid time off each year
18 paid vacation days
13 paid holidays, including the week between Christmas and New Year's
Up to 3 additional paid volunteer days annually
Structured onboarding plan with clear 30, 60, and 90-day milestones
Continued training for long-term success
Exclusive employee discount on Phillip Jeffries wallcoverings
Access to Working Advantage with discounts on travel, entertainment, and everyday purchases