Customer Experience Senior Manager

The Senior Manager, Customer Experience is a hands-on leader responsible for setting the vision, strategy, and operating rhythm for Kalkomey’s Customer Experience organization.

Requirements

• Bachelor's or associate's degree in business, or a related field preferred.
• 6+ years of progressive leadership experience in Customer Service or Customer Experience, preferably within eCommerce or consumer-focused organizations.
• 3+ years of people leadership experience in customer-facing operations; experience managing other leaders strongly preferred.
• Strong technology fluency, with experience implementing and optimizing CRM, helpdesk, or contact center platforms (e.g., Zendesk, Gorgias, Salesforce Service Cloud).
• Experience developing AI and self-service tools within customer service platforms.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and analytical abilities, with experience using customer data to drive decisions.
• Demonstrated ability to manage and develop teams in a fast-paced environment.
• Passion for delivering exceptional customer experiences and driving continuous improvement.

Benefits

• Employer matched 401(k)
• Medical/Dental/Vision insurance with generous employer contributions (including HSA)
• Maternity and Paternity leave and benefits
• 3 weeks paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule
• Annual wellness allowance, as well as a paid mental health day once a year for when you need it
• Automatic WFH contribution to each paycheck
• Employee Assistance Program (EAP)