Manager, Customer Experience
$101,000–$101,000 year
On-siteBrea, California, United States
Job Summary
Lead the Customer Experience function, overseeing customer service and order management operations from order entry through fulfillment and issue resolution. Develop and execute strategy to improve operational performance, while owning the end-to-end order-to-cash process for accuracy and consistency. Establish and govern escalation standards, monitor key metrics including service levels, fill rates, and CSAT, and serve as the primary liaison for complex issue resolution and stakeholder communication. Partner with Supply Chain, Sales, and Logistics to optimize fulfillment and drive continuous improvement initiatives. Manage the team, coach supervisors, and ensure SAP and ERP system compliance. Requires 8+ years in CPG order management and 3+ years leading teams. Base salary $101,000–$122,000; full benefits package available.
Required Qualifications
- 8+ years of progressive experience in Customer Experience, Customer Service, Order Management, or Customer Operations within the Consumer Packaged Goods (CPG), Food & Beverage, Consumer Products, or Retail industries
- 3+ years of leadership experience managing supervisors, managers, or team leads
- Demonstrated success leading and developing high-performing customer service and operations teams
- Strong experience leading customer service, customer experience, or order management functions, including ownership of end-to-end order-to-cash processes
- Extensive experience using SAP, particularly the Sales & Distribution (SD) module, including order entry, pricing, delivery, billing, customer master data, and order management
- Proven ability to establish operational strategy, service standards, and escalation processes
- Strong analytical, problem-solving, and decision-making skills with a focus on continuous improvement
- Excellent communication, leadership, and cross-functional stakeholder management skills
- Demonstrated track record of improving customer satisfaction (CSAT), service levels, fill rates, and operational efficiency
Desired Qualifications
- Experience working with ERP systems; experience with SPS Commerce or similar EDI platforms is preferred
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