Customer Experience Manager

Position Summary

The Customer Experience Manager plays a crucial role in leading our client’s customer experience team while driving operational excellence across order management, technology integration, and special projects. This role blends people management, technical systems build‑out, and process oversight to ensure that customers—B2C and B2B—receive best‑in‑class service.

Customer Experience Manager

Location:

Jersey City, NJ (hybrid)

Reports To:

Senior Manager, Digital

This role blends people management, technical systems build‑out, and process oversight to ensure that customers—B2C and B2B—receive best‑in‑class service.

A critical focus of this role will be the further customization and optimization of Salesforce Service Cloud within the Customer Service organization. The ideal candidate has hands‑on experience in Salesforce or similar CRM platforms, building workflows, leading new integrations, training frontline teams, and ensuring the system drives measurable efficiency and improved customer engagement.

This leader must also bring a deep understanding of AI development and implementation, with the ability to design, test, and optimize AI‑powered workflows (such as guided responses, self‑service portals, and chatbots) to enhance the customer experience. This includes end‑to‑end testing of AI guidances to ensure accuracy, compliance with policy, and seamless escalation to human agents.

• Customer Operations & Oversight
  • Manage daily order flows (Shopify, Net Suite, Salesforce, Loop Returns), ensuring accurate fulfillment, timely communication, and smooth returns/exchanges
  • Monitor service KPIs (response time, CSAT, first‑contact resolution) and implement improvements
  • Oversee escalations for complex issues (warranty, lost/stolen packages, high‑value B2B orders)
  • Ensure compliance with our client’s policies on returns, warranties, shipping, and discounts
• Technology, Salesforce, AI & Workflow Optimization
  • Lead the ongoing development of Salesforce Service Cloud, including case routing, dashboards, reporting, and customer data integrations
  • Partner with Operations and Tech teams to connect Salesforce with Shopify, Net Suite, and Loop for a unified CX view
  • Design and deliver agent training programs to ensure adoption, data accuracy, and best practices in Salesforce usage
  • Act as the internal Salesforce subject matter expert—driving optimization, troubleshooting, and iterative improvements
  • Optimize customer service workflows in Shopify and Loop Returns, including ticket routing, macros, tagging standards, escalation flows, and self‑service tools
  • Lead AI‑powered CX initiatives, including chatbot development, AI‑guided workflows, and automation rules
  • Conduct end‑to‑end testing of AI guidance systems to ensure accuracy, compliance, and effective escalation
  • Continuously evaluate AI performance, making adjustments to improve efficiency, accuracy, and customer satisfaction
• Special Projects (B2B & B2C)
  • Manage customer service operations for embroidery, monogramming, and bulk/corporate orders
  • Act as liaison between B2B sales, production, and fulfillment to ensure timely delivery and quality control
  • Develop SOPs and escalation flows for handling customization issues, delays, or replacements
  • Support VIP gifting programs and white‑glove orders with elevated service standards
• Clienteling & VIP Channel Development
  • Build and oversee a clienteling program within Customer Service, leveraging Salesforce and AI insights to track, segment, and personalize outreach
  • Develop VIP sales playbooks for high‑value customers, corporate partners, and repeat buyers
  • Train agents on relationship‑based service: proactive outreach, product recommendations, and post‑purchase follow‑up
  • Establish measurable goals for VIP retention, upsell/cross‑sell opportunities, and lifetime value growth
• Team Leadership
  • Train, coach, and manage a team of CX agents and shift leads
  • Develop SOPs, update FAQs, and ensure adherence to service standards
  • Conduct regular quality reviews and feedback sessions to improve tone, empathy, and problem‑solving
  • Champion a culture of customer‑first thinking while balancing operational efficiency