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Manager of CX Support

88abfff8 C562 487f Affc 101a82302299 19000101 000001 · US · Remote · Deleted · $70,000–$75,000 / year · ADP Workforce Now Recruiting

Job facts

FieldValue
Company88abfff8 C562 487f Affc 101a82302299 19000101 000001
TitleManager of CX Support
Normalized title-
Department / team-
LocationUnited States
Work modelRemote / Remote
Employment typeFull Time
Salary$70,000–$75,000 / year
Statusdeleted
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-06-16 / 2026-06-17
Changed / last seen2026-06-20 / 2026-06-18

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Linked records

Company88abfff8 C562 487f Affc 101a82302299 19000101 000001
Source7d1d8141-3ac6-4ba3-9aa3-52158aff3e3b
ATS providerADP Workforce Now Recruiting

Description

Title: Manager of Customer Service, eComm Department: eCommerce Reports To: VP of Digital Location: Hybrid or Remote Position Overview: The Manager, Customer Experience – eCommerce is a strategic and operational leader responsible for elevating the end-to-end customer journey across all ecommerce touchpoints. This role provides senior-level oversight of the CX team, manages complex escalations, and drives cross-functional initiatives that improve service quality, operational efficiency, and brand loyalty. Reporting directly to the VP of Digital, this leader serves as a key liaison between CX and cross-functional partners, ensuring customer insights inform business decisions and that service standards align with brand expectations. Key Responsibilities: Strategic Leadership & Ownership Lead and develop the Ecommerce CX team, establishing clear performance expectations, accountability, and a culture of service excellence. Own the resolution of high-impact and complex customer escalations related to product, service, and operational deficiencies. Identify trends in customer feedback and translate insights into actionable business improvements. Partner with the VP of CX to define and execute customer experience strategy aligned with ecommerce growth objectives. Operational Excellence Oversee quality assurance initiatives, track performance metrics, and drive continuous improvement efforts. Establish, document, and refine CX processes to improve efficiency and service outcomes. Create and manage team scheduling strategy based on business needs, seasonality, and volume forecasting. Monitor service KPIs and implement corrective action plans as needed. Cross-Functional Collaboration Serve as the primary CX representative across Ecommerce, Operations, Wholesale, Merchandising, and Marketing. Lead cross-departmental initiatives that improve the ecommerce experience and reduce friction throughout the customer journey. Advocate for customer-first decision-making across the organization. People Leadership & Development Coach and develop team members to strengthen problem-solving, decision-making, and customer recovery skills. Identify training needs and implement structured learning initiatives to elevate team performance. Oversee onboarding and training of new team members on service standards, policies, procedures, and product knowledge. Foster a culture of ownership, accountability, and proactive service. Qualifications & Experience 5+ years of experience in customer experience, customer service operations, or sales support, with at least 2 years in a leadership capacity. Demonstrated ability to manage escalations and lead service recovery at a senior level. Strong analytical and problem-solving skills with the ability to translate insights into action. Experience within apparel, wholesale customer account management, or luxury brands preferred. Exceptional written and verbal communication skills. Highly organized with strong time management and prioritization capabilities. Proven ability to lead both independently and collaboratively in a fast-paced environment. Located in Metro Detroit (hybrid or on-site as required). Technical Programs NetSuite Shopify Gorgias Loop Returns (Returns & Exchanges) Signifyd Rydership Globale Yotpo Wonderment Google Suite Benefits Greyson is proud to offer employees a comprehensive benefits package that include: Unlimited Paid Time Off Paid Sick Leave 13 annual paid company holidays Competitive employee discount Paid Family Leave Program (maternity & bonding) Tax Advantage Accounts (FSA, HSA, FSA Dependent Care, 401(k), and 401(k) Roth) Comprehensive Medical Coverage (medical, dental, vision) with company HSA contributions Company Background and the Path Ahead: Greyson is a pioneer of innovative products and design, embodying a lifestyle brand with deep emotional connections to our consumers. From our origins in golf apparel, we have expanded into multiple lifestyle categories while maintaining our commitment to high design and technical performance. Our brand values authenticity, service, and community connection, supporting initiatives such as the Morgan Hoffman Foundation and engaging in community outreach activities. As we continue to grow and evolve, Greyson is poised for even greater success as an omnichannel brand with a strong presence in wholesale, e-commerce, and retail channels. Join us as we embark on this exciting journey to redefine the boundaries of fashion and performance.

Full job record

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Source ID7d1d8141-3ac6-4ba3-9aa3-52158aff3e3b
Board ID7d1d8141-3ac6-4ba3-9aa3-52158aff3e3b
Provideradp_workforcenow
Provider Job Key634291
TitleManager of CX Support
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Remote Policyremote
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Salary Min70,000
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First Seen At2026-06-17 12:59:48Z
Last Seen At2026-06-18 12:58:29Z
Last Checked At2026-06-20 13:40:36Z
Last Changed At2026-06-20 13:40:36Z
Inactive At2026-06-20 13:40:36Z
Source Posted At2026-06-16 19:07:00Z
Source Updated At—
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    "requisitionDescription": "<div><div><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;' data-pasted=\"true\"><strong><span style=\"font-size: 15px; font-family: arial, sans-serif;\">Title:</span></strong><span style=\"font-size: 15px; font-family: arial, sans-serif;\">&nbsp;Manager of Customer Service, eComm</span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 15px;\">Department:</span></strong></span><span style=\"font-size: 15px; font-family: arial, sans-serif;\">&nbsp;eCommerce</span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 15px;\">Reports To:</span></strong></span><span style=\"font-size: 15px; font-family: arial, sans-serif;\">&nbsp;VP of Digital</span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 15px;\">Location:</span></strong></span><span style=\"font-size: 15px; font-family: arial, sans-serif;\">&nbsp;Hybrid or Remote</span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-family: arial,sans-serif;\"><br></span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-size: 15px; font-family: arial, sans-serif;\"><strong>Position Overview:</strong></span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-family: arial,sans-serif;\"><br></span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;margin-bottom:12.0pt;line-height:125%;'><span style=\"font-size: 15px; line-height: 125%; font-family: arial, sans-serif; color: rgb(38, 35, 33);\">The Manager, Customer Experience &ndash; eCommerce is a strategic and operational leader responsible for elevating the end-to-end customer journey across all ecommerce touchpoints. This role provides senior-level oversight of the CX team, manages complex escalations, and drives cross-functional initiatives that improve service quality, operational efficiency, and brand loyalty.</span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;margin-bottom:12.0pt;line-height:125%;'><span style=\"font-size: 15px; line-height: 125%; font-family: arial, sans-serif; color: rgb(38, 35, 33);\">Reporting directly to the VP of Digital, this leader serves as a key liaison between CX and cross-functional partners, ensuring customer insights inform business decisions and that service standards align with brand expectations.</span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 15px;\">Key Responsibilities:</span></strong></span></p><h3 style='margin-top:14.0pt;margin-right:0in;margin-bottom:0in;margin-left:0in;font-size:21px;font-family:\"Calibri\",sans-serif;font-weight:normal;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 15px; color: rgb(38, 35, 33);\">Strategic Leadership &amp; Ownership</span></strong></span></h3><div style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><ul style=\"margin-bottom:0in;margin-left: 0in;\"><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Lead and develop the Ecommerce CX team, establishing clear performance expectations, accountability, and a culture of service excellence.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Own the resolution of high-impact and complex customer escalations related to product, service, and operational deficiencies.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Identify trends in customer feedback and translate insights into actionable business improvements.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Partner with the VP of CX to define and execute customer experience strategy aligned with ecommerce growth objectives.</span></li></ul></div><h3 style='margin-top:14.0pt;margin-right:0in;margin-bottom:0in;margin-left:0in;font-size:21px;font-family:\"Calibri\",sans-serif;font-weight:normal;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 15px; color: rgb(38, 35, 33);\">Operational Excellence</span></strong></span></h3><div style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><ul style=\"margin-bottom:0in;margin-left: 0in;\"><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Oversee quality assurance initiatives, track performance metrics, and drive continuous improvement efforts.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Establish, document, and refine CX processes to improve efficiency and service outcomes.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Create and manage team scheduling strategy based on business needs, seasonality, and volume forecasting.</span></li></ul></div><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style=\"margin: 0in 0in 12pt; font-size: 14px; font-family: arial, sans-serif; line-height: 115%;\"><span style=\"font-size: 15px; line-height: 115%; color: rgb(38, 35, 33);\">Monitor service KPIs and implement corrective action plans as needed.</span></li></ul><h3 style='margin-top:14.0pt;margin-right:0in;margin-bottom:0in;margin-left:0in;font-size:21px;font-family:\"Calibri\",sans-serif;font-weight:normal;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 15px; color: rgb(38, 35, 33);\">Cross-Functional Collaboration</span></strong></span></h3><div style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><ul style=\"margin-bottom:0in;margin-left: 0in;\"><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Serve as the primary CX representative across Ecommerce, Operations, Wholesale, Merchandising, and Marketing.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Lead cross-departmental initiatives that improve the ecommerce experience and reduce friction throughout the customer journey.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Advocate for customer-first decision-making across the organization.</span></li></ul></div><h3 style='margin-top:14.0pt;margin-right:0in;margin-bottom:0in;margin-left:0in;font-size:21px;font-family:\"Calibri\",sans-serif;font-weight:normal;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 15px; color: rgb(38, 35, 33);\">People Leadership &amp; Development</span></strong></span></h3><div style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><ul style=\"margin-bottom:0in;margin-left: 0in;\"><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Coach and develop team members to strengthen problem-solving, decision-making, and customer recovery skills.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Identify training needs and implement structured learning initiatives to elevate team performance.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Oversee onboarding and training of new team members on service standards, policies, procedures, and product knowledge.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Foster a culture of ownership, accountability, and proactive service.</span></li></ul></div><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;text-align:left;font-size:21px;font-family:\"Calibri\",sans-serif;font-weight:normal;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 15px; color: rgb(38, 35, 33);\">Qualifications &amp; Experience</span></strong></span></h2><div style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><ul style=\"margin-bottom:0in;margin-left: 0in;\"><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">5+ years of experience in customer experience, customer service operations, or sales support, with at least 2 years in a leadership capacity.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Demonstrated ability to manage escalations and lead service recovery at a senior level.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Strong analytical and problem-solving skills with the ability to translate insights into action.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Experience within apparel, wholesale customer account management, or luxury brands preferred.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Exceptional written and verbal communication skills.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Highly organized with strong time management and prioritization capabilities.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Proven ability to lead both independently and collaboratively in a fast-paced environment.</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"line-height: 115%; font-size: 15px; color: rgb(38, 35, 33);\">Located in Metro Detroit (hybrid or on-site as required).</span></li></ul><p><span style=\"font-family: arial,sans-serif;\"><br></span></p><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;text-align:left;font-size:21px;font-family:\"Calibri\",sans-serif;font-weight:normal;' data-pasted=\"true\"><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 15px; color: rgb(38, 35, 33);\">Technical Programs</span></strong></span></h2><div style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><ul style=\"margin-bottom:0in;margin-left: 0in;\"><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\">NetSuite</li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\">Shopify</li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\">Gorgias</li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\">Loop Returns (Returns &amp; Exchanges)</li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\">Signifyd</li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\">Rydership</li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\">Globale&nbsp;</li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\">Yotpo</li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\">Wonderment</li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\">Google Suite</li></ul></div></div><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-family: arial,sans-serif;\"><br></span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;' data-pasted=\"true\"><span style=\"font-size: 15px; font-family: arial, sans-serif;\"><strong>Benefits Greyson is proud to offer employees a comprehensive benefits package that include:</strong></span></p><div style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0in;\"><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"font-size: 15px;\">Unlimited Paid Time Off</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"font-size: 15px;\">Paid Sick Leave</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"font-size: 15px;\">13 annual paid company holidays</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"font-size: 15px;\">Competitive employee discount&nbsp;</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"font-size: 15px;\">Paid Family Leave Program (maternity &amp; bonding)</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"font-size: 15px;\">Tax Advantage Accounts (FSA, HSA, FSA Dependent Care, 401(k), and 401(k) Roth)</span></li><li style=\"margin: 0in; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"font-size: 15px;\">Comprehensive Medical Coverage (medical, dental, vision) with company HSA contributions</span></li></ul></div><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-family: arial,sans-serif;\"><br></span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-family: arial,sans-serif;\"><br></span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-size: 15px; font-family: arial, sans-serif;\">Company Background and the Path Ahead:</span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><span style=\"font-size: 15px; font-family: arial, sans-serif;\">Greyson is a pioneer of innovative products and design, embodying a lifestyle brand with deep emotional connections to our consumers. From our origins in golf apparel, we have expanded into multiple lifestyle categories while maintaining our commitment to high design and technical performance. Our brand values authenticity, service, and community connection, supporting initiatives such as the Morgan Hoffman Foundation and engaging in community outreach activities. As we continue to grow and evolve, Greyson is poised for even greater success as an omnichannel brand with a strong presence in wholesale, e-commerce, and retail channels. Join us as we embark on this exciting journey to redefine the boundaries of fashion and performance.</span></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><br></p><p style='margin:0in;font-size:14px;font-family:\"Cambria\",serif;'><br></p></div></div>\n",
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