Jiffy.com · 1 day ago
Customer Experience Manager
Plano, TX
Full-time
Hybrid
Mid, Senior Level
3+ years expJiffy.com is focused on delivering an effortless and delightful experience for its customers. The Customer Experience Manager will lead and develop a team of supervisors, drive performance improvements, and ensure operational excellence across multiple customer care teams.
ApparelE-CommerceFashionPrinting
Responsibilities
Manage and coach Customer Experience Supervisors, ensuring consistent and effective people leadership
Set clear performance expectations and hold leaders accountable for team results
Support hiring, onboarding, and development of supervisors and frontline team members
Build leadership capability through ongoing coaching, feedback, and succession planning
Own performance across CSAT, NPS, resolution time, quality, productivity, and team engagement
Translate Customer Care goals into clear, measurable objectives for supervisors and teams
Identify performance gaps and implement corrective action plans
Partner with supervisors to identify friction points in workflows, tools, and policies
Lead process improvements that reduce customer effort and improve efficiency at scale
Ensure processes, workflows, and best practices are documented and consistently followed
Analyze customer feedback, operational metrics, and escalations to identify trends and root causes
Use data to inform staffing decisions, prioritize initiatives, and track impact
Share insights and action plans with Customer Care and cross-functional leadership
Act as a senior escalation point for complex or high-impact customer issues
Partner with Product, Operations, and Technology teams to influence improvements across the customer journey
Ensure customer insights are incorporated into decision-making
Qualification
Required
Bachelor's degree in Business, Operations, Customer Experience, or a related field
3+ years of people management experience in a customer service, contact center, or CX environment
Experience managing both frontline team members and people leaders (Supervisors or Team Leads)
Proven ability to coach, develop, and hold individuals and leaders accountable
Strong analytical skills with experience using metrics to drive performance improvements
Excellent communication and collaboration skills
Benefits
Generous compensation and employer paid benefits
Annual wellness and professional development Stipend
Perks of getting lots of clothing!
Company
Jiffy.com
Jiffy.com is the #1 US online reseller of blank imprintable clothing.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase