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Leupold + Stevens, Inc. · 3 hours ago

Manager, Customer Experience Operations

Beaverton, OR

Full-time

Onsite

Mid, Senior Level

$115K/yr - $135K/yr

5+ years exp

Leupold + Stevens, Inc. is a company that has been manufacturing high-quality optics for over 100 years. They are seeking a seasoned manager to lead their Consumer Experience Operations, focusing on delivering exceptional customer interactions and operational excellence across technical and product services.

Manufacturing

Growth Opportunities

Responsibilities

Lead and develop a multidisciplinary team by setting clear expectations and examples for performance, professionalism, and brand representation

Own end-to-end consumer experience operations, balancing strategic direction with hands-on operational leadership to ensure every customer interaction reflects Leupold's premium brand standards, technical excellence, and commitment to long-term trust

Design and manage budgets, staffing models, schedules, and workflows to meet service-level commitments across multiple channels while adapting to demand variability

Define, track, and continuously improve key performance metrics, including service levels, repair quality and turnaround time, order accuracy, and customer satisfaction

Use data, root-cause analysis, and modern tools—including AI-enabled support technologies—to drive operational efficiency, consistency, and scalable performance

Actively engage in the new product introduction process to ensure repairability, service readiness, and long-term supportability, while providing actionable feedback on product quality, failure modes, and customer-reported issues

Partner cross-functionally with IT, Product, E-Commerce, Logistics, Finance, Sales, and Marketing to support launches, seasonal demand, and operational alignment

Serve as a strong advocate for the voice of the customer, translating insights into meaningful improvements across systems, processes, and products

Qualification

Customer service experiencePeople leadershipOperational systemsAIDigital toolsData-driven decision makingPerformance reportingCross-functional collaboration