Customer Experience Manager

Bandit Running is a pioneering technical performance brand committed to creating innovative, high-quality apparel & gear for goal-driven runners. Our mission to “Evolve Running” guides everything we do, always putting the needs of the global running community first. As the fastest-growing brand in the sport, we challenge conventional brand-building norms, prioritizing an extremely high-bar for disruptive excellence across product, experiences & content.

Our vision is to build an enduring, iconic brand that breaks down barriers & inspires greater passion & participation in the sport we love.

• Lead customer experience across all channels with a customer-first mindset, developing and refining processes for industry-leading service at scale
• Manage the customer service team to deliver high-quality support while consistently meeting service-level targets
• Build and maintain feedback loops with Product, Operations, and Fulfillment to surface and resolve product defects, shipping issues, and customer friction in real time
• Develop and maintain CX processes, tone guidelines, macros, and escalation workflows to ensure consistent, high-quality support as the business scales
• Own and optimize CX systems including Gorgias, Siena, and Loop to improve agent efficiency, automation, reporting, and policy execution
• Analyze ticket trends, contact drivers, and return data to identify root causes and drive ticket-reduction, cost optimization, and process improvement initiatives
• Create and execute customer-delight programs that strengthen customer loyalty and brand connection
• Track, report, and analyze CX performance metrics using insights to drive continuous improvement

• 3 years of experience in customer experience at a high-growth DTC or consumer brand, ideally a startup
• Proven experience managing CX teams and performance against service-level and satisfaction metrics
• Strong analytical and detail-oriented mindset with the ability to translate ticket data and customer feedback into actionable insights using Excel, Google Sheets, and reporting tools
• Relentless focus on process improvement, accuracy, and long-term scalability
• Strong operator mindset with the ability to think strategically and execute quickly through ambiguity
• Experience using CX platforms such as Gorgias, Loop, Siena, or similar tools

• This full-time, in-office role based in our Greenpoint, Brooklyn Headquarters
• Competitive base salary + equity
• Comprehensive health, dental, and vision benefits and flexible PTO
• Rocket-ship level momentum with a career-defining opportunity at-hand
• Pay range $100,000-$115,000.

At Bandit, we’re building an incredible culture rooted in our three core values—Trust, Empathy, & Excellence. We believe that in order to build the best team, our baseline is an environment where everyone can bring their full & authentic selves to the table. We are committed to fair hiring practices where we hire team members for their potential & advocate for diversity, equity, & inclusion.

We do not discriminate based on your race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class.