Customer Experience Manager

Salary:

Position Overview

The Customer Experience Manager is responsible for leading and developing Tuckernucks 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.

Responsibilities

Team Leadership & Management

• Oversee day-to-day management of the full CX team (HQ and remote), fostering accountability, engagement, and professional growth.
• Develop weekly and monthly staffing schedules to ensure strong coverage, service levels, and sustainable workloads.
• Own onboarding, training, and ongoing coaching to ensure consistent service standards and brand voice.
• Act as the primary escalation point for complex or sensitive customer issues, modeling calm, solution-oriented resolution.
• Aid in the recruitment process to continuously have the right amount of associates for our department

Performance & Operations

• Track, analyze, and report on individual and team KPIs, including response times, CSAT, backlog levels, and outreach trends.
• Translate performance data into actionable insights and continuous improvement plans.
• Maintain and update CX team playbooks, policies, and training materials.
• Proactively identify customer pain points and recommend policy, process, or product improvements.
• Foster a positive team environment both in office and remotely while ensuring above and beyond customer service is provided.
• Support the team during peak periods and high-volume moments, ensuring service standards are maintained.

CX Platform Ownership

• Serve as the CX platform owner and primary administrator for CRM and customer service tools.
• Partner with Tech and Operations to design workflows, permissions, automations, macros, triggers, IVR, and reporting.
• Lead platform onboarding, training, and change management to drive adoption and consistent usage.
• Monitor system performance and recommend enhancements to improve both agent efficiency and customer experience.

Ratings, Reviews & Voice of the Customer (Yotpo)

• Own Tuckernucks 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.
• Administer and optimize the Yotpo platform, including review request flows, display widgets, moderation queues, and syndication settings.
• 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).
• Track and report on review sentiment trends across categories, flagging patterns related to shipping speed, packaging quality, return experience, and product satisfaction.
• Partner with Marketing to leverage user-generated content (UGC), star ratings, and review highlights in on-site merchandising, email campaigns, and paid media.
• Respond to or escalate negative reviews in a manner consistent with brand voice, ensuring customers feel heard and issues are resolved.
• 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.
• Use Yotpo data to inform CX team coaching identifying product categories or fulfillment issues that are generating elevated customer frustration.
• 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.

Cross-Functional Collaboration

• Share customer insights, trends, and recurring issues with leadership and cross-functional partners.
• Collaborate closely with Operations and Logistics to align customer communication with fulfillment performance.
• Represent the CX team in meetings related to systems, process improvements, and experience design.

Minimum Qualifications

• 5+ years of experience in customer service or customer experience roles.
• Demonstrated experience managing people, driving performance, and delivering measurable results.
• Experience working with eCommerce and CX platforms, including Shopify, and Gladly.
• Experience administering a ratings and reviews platform (Yotpo preferred) and translating review data into cross-functional insights.
• Strong analytical mindset with the ability to synthesize qualitative customer feedback alongside quantitative performance data.
• Excellent written and verbal communication skills, with the ability to present customer insights clearly to leadership and cross-functional audiences.

Knowledge/Skills/Abilities

• Passion for operations and logistics.
• Exceptional writing and communication skills.
• Empathy, energy, kindness, accountability, and adaptability.
• Team player with willingness to support other departments.
• Passion for the Tuckernuck brand.
• Incredible organization skills.
• Stellar problem-solving skills
• Proactive nature. See somethings not working? Do some brainstorming and help fix it.
• Ability to thrive in a fast-paced environment.
• Eagerness to learn every single day.
• Positive attitude.
• Driven by an entrepreneurial spirit.
• Position will require being in the Washington D.C. area.

Compensation

Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated annual compensation for this role is $75,000-$95,000; 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 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.

Core Values

The successful candidate will also demonstrate the following core values that inspire the Tuckernuck team to make a difference.

• Teamwork Makes the Dream Work
• Find the Fun
• Stay Authentic
• Respect
• Entrepreneurial Spirit
• Start Strong & Finish Strong
• Have Courage
• Continuous Improvement

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.