CYB Human Resources · 1 day ago
Customer Experience Manager
Centennial, Colorado, United States
Full-time
Onsite
Senior Level
5+ years expCYB Human Resources is seeking a Customer Experience Manager who will be responsible for designing, leading, and improving the end-to-end customer experience across the company's operations. This senior leadership role involves overseeing customer service and order entry functions to ensure exceptional service, accuracy, and long-term customer retention.
Human Resources
Responsibilities
Lead and analyze customer engagement performance, including responsiveness, follow-up activity, and service-level outcomes
Develop, monitor, and report KPIs related to customer experience, including response times, issue resolution, and customer satisfaction trends
Identify gaps in customer engagement and implement corrective action plans to improve consistency, quality, and accountability
Oversee order entry accuracy, including monitoring error rates and identifying root causes
Partner with Customer Service and Order Entry teams to reduce errors through training, SOP adherence, and process improvements
Establish and maintain a reporting cadence for accuracy metrics and communicate results to leadership with clear recommendations
Own and maintain value-added service tracking tools (e.g., kitting, labeling, special packaging, expedited handling, and custom services)
Ensure value-added services are consistently documented, tracked, and reported for operational visibility and profitability analysis
Collaborate cross-functionally to identify opportunities to expand value-added offerings that enhance customer value and revenue
Directly lead and manage a team of approximately eight (8) Customer Service and Order Entry employees, including two (2) Lead-level roles
Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and corrective action as needed
Foster a customer-first, data-driven culture focused on accountability, continuous improvement, and professional development
Serve as a liaison between Customer Service, Sales, Operations, Warehouse, and Leadership to ensure alignment on customer expectations and execution
Support Sales initiatives by ensuring customer data, engagement activity, and service delivery align with commercial objectives
Participate in cross-functional initiatives aimed at improving scalability, efficiency, and overall customer experience
Build and maintain dashboards and reports related to customer engagement, order accuracy, value-added services, and team productivity
Provide regular insights to leadership highlighting trends, risks, and opportunities for improvement
Ensure data integrity across CRM, ERP (SAGE), web platforms, social media, and internal tracking systems by collaborating with leaders companywide
Document, maintain, and enforce Standard Operating Procedures (SOPs) related to customer engagement and order processing
Lead continuous improvement initiatives informed by metrics, internal audits, and customer feedback
Ensure compliance with company policies, customer requirements, and applicable quality standards
Qualification
Required
Bachelor's degree in Business, Operations, or a related field, or equivalent professional experience
Minimum of five (5) years of customer service, customer experience, or order management experience gained in an external organization
Minimum of two (2) years of experience in a Customer Experience Manager, Customer Service Manager, or equivalent leadership role overseeing teams of five (5) or more employees, gained in an external organization
Demonstrated experience managing KPIs, performance metrics, and reporting frameworks
Advanced proficiency in Microsoft Office and reporting tools
Experience working with CRM and ERP systems (SAGE experience preferred)
Employee must be authorized to work in the United States
Preferred
Experience leading customer experience operations within a multi-site, enterprise, or similarly scaled organization
Experience working in a B2B environment
Familiarity with value-added services and their impact on customer experience and profitability
Proven experience collaborating with executive leadership and cross-functional teams
Company
CYB Human Resources
What We Do At CYB Human Resources, we specialize in partnering with small to medium-sized businesses to build strong HR foundations that drive growth and long-term success.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Katie Spadoro, PHR
Founder & CEO, Small Business HR Expert
Company data provided by crunchbase