Manager, Customer Experience
On-site · Miamisburg, Ohio, United States
Job Summary
Manager leading Rider Services and Customer Care for U.S. operations, shaping a best-in-class customer experience function through scalable systems, processes, and programs. Responsibilities include providing leadership for U.S.-based Rider Services and Customer Care teams, developing and implementing customer experience strategies for pre- and post-purchase needs, establishing service level standards and reporting, partnering with product, sales, and marketing to incorporate customer feedback, overseeing CRM platforms and knowledge bases, driving continuous improvement in satisfaction and retention, developing training programs, managing escalated issues, and staying current on industry trends in consumer products, bicycles, sporting goods, and outdoor recreation. Requires a Bachelor’s degree and 5+ years of leadership experience in customer service, plus experience with CRM/ticketing platforms and analytics, and certifications like CCXP or Six Sigma are preferred.
Required Qualifications
- Bachelor’s degree in Business, Communications, or related field required; advanced degree preferred
- 5+ years of progressive customer service leadership experience, including management of both pre- and post-purchase support functions
- Experience with CRM, ticketing, and contact center platforms; ability to evaluate and implement new technologies
- Strong understanding of customer service metrics and analytics
- Proven ability to lead teams through change and build a culture focused on customer success
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