Customer Experience Manager

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    "datePosted": "2026-05-05",
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    "description": "<p><span style=\"font-weight: bold\"><span style=\"font-size: 10pt; text-decoration: underline\">Position Overview</span><span style=\"font-size: 10pt\"> </span></span></p>\n<p><span style=\"font-size: 10pt\">The Customer Experience Manager is responsible for leading and developing Tuckernuck’s Customer Experience (CX) team to deliver a best-in-class, brand-right customer journey across all touchpoints. This role manages daily CX operations, team performance, and talent development for both HQ-based and remote associates. As Tuckernuck continues to scale, the Customer Experience Manager serves as a key cross-functional partner to Operations, Technology, Marketing, and other teams- owning the processes, tools, and systems that enable exceptional service at scale.</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\">Responsibilities</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Team Leadership &amp; Management</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Oversee day-to-day management of the full CX team (HQ and remote), fostering accountability, engagement, and professional growth. </span></li>\n<li><span style=\"font-size: 10pt\">Develop weekly and monthly staffing schedules to ensure strong coverage, service levels, and sustainable workloads. </span></li>\n<li><span style=\"font-size: 10pt\">Own onboarding, training, and ongoing coaching to ensure consistent service standards and brand voice. </span></li>\n<li><span style=\"font-size: 10pt\">Act as the primary escalation point for complex or sensitive customer issues, modeling calm, solution-oriented resolution. </span></li>\n<li><span style=\"font-size: 10pt\">Aid in the recruitment process to continuously have the right amount of associates for our department</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Performance &amp; Operations</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Track, analyze, and report on individual and team KPIs, including response times, CSAT, backlog levels, and outreach trends.</span></li>\n<li><span style=\"font-size: 10pt\">Translate performance data into actionable insights and continuous improvement plans.</span></li>\n<li><span style=\"font-size: 10pt\">Maintain and update CX team playbooks, policies, and training materials.</span></li>\n<li><span style=\"font-size: 10pt\">Proactively identify customer pain points and recommend policy, process, or product improvements.</span></li>\n<li><span style=\"font-size: 10pt\">Foster a positive team environment both in office and remotely while ensuring above and beyond customer service is provided.</span></li>\n<li><span style=\"font-size: 10pt\">Support the team during peak periods and high-volume moments, ensuring service standards are maintained.</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\"><span style=\"font-weight: bold\">CX Platform Ownership</span></span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Serve as the CX platform owner and primary administrator for CRM and customer service tools.</span></li>\n<li><span style=\"font-size: 10pt\">Partner with Tech and Operations to design workflows, permissions, automations, macros, triggers, IVR, and reporting.</span></li>\n<li><span style=\"font-size: 10pt\">Lead platform onboarding, training, and change management to drive adoption and consistent usage.</span></li>\n<li><span style=\"font-size: 10pt\">Monitor system performance and recommend enhancements to improve both agent efficiency and customer experience.</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\"><span style=\"font-weight: bold\">Ratings, Reviews &amp; Voice of the Customer (Yotpo)</span></span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Own Tuckernuck’s ratings and reviews program as the primary administrator of Yotpo, ensuring the platform is optimized to capture, surface, and act on authentic customer feedback across the site. Serve as the internal “voice of the customer,” synthesizing review data and customer sentiment into actionable insights for product, marketing, and operations teams.</span></li>\n<li><span style=\"font-size: 10pt\">Administer and optimize the Yotpo platform, including review request flows, display widgets, moderation queues, and syndication settings.</span></li>\n<li><span style=\"font-size: 10pt\">Monitor and analyze product-level ratings and review content to identify recurring quality, fit, or description issues and route findings to the relevant teams (Merchandising, Buying, or Product).</span></li>\n<li><span style=\"font-size: 10pt\">Track and report on review sentiment trends across categories, flagging patterns related to shipping speed, packaging quality, return experience, and product satisfaction.</span></li>\n<li><span style=\"font-size: 10pt\">Partner with Marketing to leverage user-generated content (UGC), star ratings, and review highlights in on-site merchandising, email campaigns, and paid media.</span></li>\n<li><span style=\"font-size: 10pt\">Respond to or escalate negative reviews in a manner consistent with brand voice, ensuring customers feel heard and issues are resolved.</span></li>\n<li><span style=\"font-size: 10pt\">Build and distribute a regular “Voice of the Customer” report to leadership and cross-functional stakeholders, surfacing key themes from reviews alongside CX contact data to paint a complete picture of customer sentiment.</span></li>\n<li><span style=\"font-size: 10pt\">Use Yotpo data to inform CX team coaching — identifying product categories or fulfillment issues that are generating elevated customer frustration.</span></li>\n<li><span style=\"font-size: 10pt\">Collaborate with Operations and Logistics to correlate review trends with fulfillment performance data (e.g., delivery accuracy, shipping speed, return ease), enabling data-driven improvements.</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Cross-Functional Collaboration</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Share customer insights, trends, and recurring issues with leadership and cross-functional partners.</span></li>\n<li><span style=\"font-size: 10pt\">Collaborate closely with Operations and Logistics to align customer communication with fulfillment performance.</span></li>\n<li><span style=\"font-size: 10pt\">Represent the CX team in meetings related to systems, process improvements, and experience design.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt; font-weight: bold; text-decoration: underline\">Minimum Qualifications</span></p>\n<ul>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">5+ years of experience in customer service or customer experience roles.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Demonstrated experience managing people, driving performance, and delivering measurable results.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Experience working with eCommerce and CX platforms, including Shopify, and Gladly. </span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Experience administering a ratings and reviews platform (Yotpo preferred) and translating review data into cross-functional insights.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Strong analytical mindset with the ability to synthesize qualitative customer feedback alongside quantitative performance data.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Excellent written and verbal communication skills, with the ability to present customer insights clearly to leadership and cross-functional audiences.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: rgb(34, 34, 34); font-size: 10pt; text-decoration: underline\">Knowledge/Skills/Abilities</span><span style=\"color: rgb(34, 34, 34); font-size: 10pt\"> </span></span></p>\n<ul>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Passion for operations and logistics.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Exceptional writing and communication skills.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Empathy, energy, kindness, accountability, and adaptability.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Team player with willingness to support other departments.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Passion for the Tuckernuck brand.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Incredible organization skills.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Stellar problem-solving skills</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Proactive nature. See something’s not working? Do some brainstorming and help fix it.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Ability to thrive in a fast-paced environment.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Eagerness to learn every single day.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Positive attitude.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Driven by an entrepreneurial spirit.</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Position will require being in the Washington D.C. area.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt; font-weight: bold; text-decoration: underline\">Compensation</span><span style=\"color: rgb(34, 34, 34); font-size: 10pt; font-weight: bold\"> </span></p>\n<p><span style=\"color: rgb(38, 38, 38); font-size: 10pt\">Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated annual compensation for this role is $</span><span style=\"color: rgb(38, 38, 38); font-size: 10pt\">75,000-$95,000</span><span style=\"color: rgb(38, 38, 38); font-size: 10pt\">; classified as full-time exempt and not eligible for overtime. At Tuckernuck, we care about our team and offer benefits that support your health, growth, and work-life balance. This includes medical, dental, and vision coverage, a </span><span style=\"color: rgb(38, 38, 38); font-size: 10pt\">401(k) with a company match, generous paid time off and holiday, paid new parent leave, day care coverage, a generous employee discount, and other great perks. </span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt; font-weight: bold; text-decoration: underline\">Core Values</span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">The successful candidate will also demonstrate the following core values that inspire the Tuckernuck team to make a difference.</span></p>\n<ul>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Teamwork Makes the Dream Work</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Find the Fun</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Stay Authentic</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Respect</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Entrepreneurial Spirit</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Start Strong &amp; Finish Strong</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Have Courage</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Continuous Improvement </span></li>\n</ul>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt\"> </span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt; font-style: italic\">Tuckernuck is an equal opportunity employer and makes employment decisions on the basis of merit. Tuckernuck policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful. Tuckernuck offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in this application or hiring process to accommodate a disability, you may request an accommodation at any time.</span></p>",
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