Manager, Customer Experience Operations

Starting Base Salary Range of $115,000 to $135,000 (DOE)

For over 100 years, we have manufactured high‑quality products right here in the USA. We still operate out of our Oregon‑based factory, producing innovative, battle‑proven optics for the world’s most relentless hunters, shooters, law enforcement officers, and military personnel. Whether it’s a red dot or a riflescope, we design and manufacture with one goal in mind—to ensure it performs for life.

At Leupold + Stevens, the customer experience is a lifetime commitment rooted in trust, craftsmanship, and consistent delivery of purpose‑built excellence. We are seeking a seasoned, values‑driven manager to lead our Consumer Experience Operations and shape how customers experience the brand at its most critical moments.

• 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.
• 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.

• 5‑8+ years of experience in customer service, call center, and/or warranty operations.
• 3+ years of people‑leadership experience in a metrics‑driven, operational environment.
• Strong command of business management, operational systems, and performance reporting.
• Experience leveraging AI and digital tools to improve service operations.
• Proven ability to lead experienced, tenured teams through change with clarity, credibility, and sound judgment.

• Premium products supported by equally premium service.
• Teams that are engaged, accountable, and continuously improving.
• Operations that are scalable, data‑driven, and aligned with brand and business priorities.

• Affordable health and dental insurance
• Strong commitment to training and professional development including an internal skills development program for all manufacturing team members
• A generous tuition reimbursement program
• Company contributions up to 8% of base pay into a 401(k) retirement account
• Profit sharing
• Great product discounts (to name a few)

Work takes place in a standard office environment.

For details on positions and to apply, go to .

• 14400 NW Greenbrier Parkway, Beaverton, Oregon 97006
• A core business objective at Leupold & Stevens is to maintain a workplace in which each employee can achieve their full potential. The company was founded on the principle of giving customers and our team members ‘A Square Deal'; to us, this means advocating for the employment opportunities and advancements of all individuals regardless of race, color, sex, national origin, age, religion, physical or mental disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
  
  We resolutely believe all aspects and privileges of employment should be determined by skills and behaviors, not personal identities.
• We are committed to making our application process and workplace accessible for…