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Fourth Floor · 1 day ago

Customer Experience Manager

Gardena, CA

Full-time

Onsite

Senior Level

$38/hr - $48/hr

5+ years exp

Fourth Floor is representing a family-owned luggage and accessories brand seeking a dependable temporary Customer Experience Manager for their Gardena, CA team. The role involves leading CX strategy, improving customer experience, and managing daily operations of the customer support team.

Human ResourcesStaffing Agency

Hiring Manager

Kylie Marander

Responsibilities

Lead CX strategy across digital, post-purchase, and support channels to align with business goals

Improve customer experience through optimized flows, proactive communication, segmentation, education, and self-service enhancements

Manage, coach and support the Assistant CX Manager to oversee daily operations of the offshore CS team

Own the execution of the CX calendar, ensuring timely delivery of all initiatives, communications, and operational milestones across teams

Own CX workflows and processes across platforms to maintain efficiency, consistency, and service quality

Monitor CX performance metrics and translate insights into actionable improvements that increase satisfaction and retention

Build frameworks for capturing customer sentiment and feedback; partner cross-functionally to integrate insights into product, digital, and operational roadmaps

Oversee CX-related systems, tools, and automations; identify opportunities for optimization and improved customer communication

Maintain strong communication with internal teams to ensure CX priorities, insights, and updates are clearly shared