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)