Manager, Customer Experience and Operations

Position:

Manager, Customer Experience and Operations

Department:

Customer Experience

Reports to:

Director, Customer Strategy and Experience

Lectric eBikes LLC is a rapidly growing company in the electric bicycle industry, committed to delivering high-quality, affordable, and innovative ebikes. Lectric didn’t become North America’s largest ebike brand by accident—we earned it through industry-leading customer service. Our customer experience team supports a community of more than half a million riders, from first-time commuters to seniors getting back on a bike after decades away, all united by a love of simpler mobility and exploring the outdoors.

Lectric is hiring a Customer Experience Manager to lead our frontline advocates. You’ll be responsible for leading day-to-day execution and will set the tone for performance and culture: developing people, reinforcing standards, and ensuring our high bar for speed, accuracy, and empathy is consistently met.

In practice, this is not a traditional people management role. You’ll pair strong coaching with operational rigor—using systems thinking to improve efficiency, build scalable processes, and establish new operating norms. In 2026, you’ll play a key role in driving major transformation initiatives in close partnership with Product, Engineering, and Marketing, grounded in data and customer insight.

• Lead and coach a team of 8–10 frontline agents, owning day-to-day execution for our phone-first support operations while maintaining consistent standards across email and chat channels.
• Develop and grow your team through regular 1:1s, real-time feedback, and clear accountability—coaching individuals to improve performance and progress in their careers.
• Drive performance and operational consistency, reinforcing playbooks, SOPs, coverage models, and key metrics (CSAT, SLA, productivity), and addressing gaps quickly.
• Own quality and continuous improvement for your team identifying behavior, knowledge, or process gaps that impact the customer experience.
• Spotlight and solve systemic issues, working cross-functionally to move beyond reactive one-off fixes and implement durable mechanisms that meaningfully improve the customer and operator experience at scale.
• Improve the foundations of daily execution, including staffing models, QA signal quality, escalation paths, and knowledge access, to make it easier for agents to do great work.

• 3+ years of people management experience in customer support, sales, or service operations ideally in a tech-forward or high-growth environment.
• Low ego + growth mindset with a bias towards action
• Strong pattern recognition skills—able to identify recurring operational issues from support data, connect them to broader trends, and translate insights into actionable recommendations for product, marketing, and cross-functional teams
• Eye for process improvement and have consistently demonstrated an ability to test your hypotheses to solve challenging business problems at their root level.
• Experience using data visualization tools (Sigma, Tableau, or Looker) to monitor performance, analyze trends, and inform decision-making
• Ability to guide teams through significant change—new tools, new processes, new expectations—with clarity, empathy, and structured change management
• Ability to think and communicate strategically–balance speed, quality, and scalability when making operational decisions
• Ability to confidently give and receive feedback across all levels, and to adapt ideas based on collective input.
• Ability to deliver tailored coaching that drives individual and team growth
• Ability to multitask and prioritize effectively.
• Ability to diagnose and resolve complex issues.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. The team member frequently communicates with internal team members, investors and vendors. Must be able to remain in a stationary position 50% of the time. Constantly operates a computer and other office productivity machinery such as a copy machine and printer.

Occasionally moves…