Job Description

Job Details

Job Title:

eCommerce Customer Experience (CX) Manager

Job Code:

ECXCXM

Department:

Sales

Location:

Duluth, GA

Reports To:

Digital Sales Manager

FLSA Classification:

Exempt

EEOC Classification:

First/Mid-Level Officials and Managers

Salary Grade:

Supervisory Responsibilities:

Yes No

Job Summary

The primary responsibility of the eCommerce Customer Experience (CX) Manager is to ensure a consistent, professional, and scalable customer experience across all eCommerce channels. This role oversees the customer service operation from pre-purchase inquiries through post-purchase support, including reviews, returns, refunds, issue resolution, and customer retention initiatives. The CX Manager leads the customer service team, manages customer support technologies and review platforms, and leverages Voice of Customer (VOC) insights to improve customer satisfaction, operational performance, and business growth.

Essential Duties

• Manages the day-to-day operations of the customer service team, including staffing, scheduling, workload allocation, training, quality assurance, and performance management.
• Establishes and monitors service-level agreements (SLAs) for response times, issue resolution, escalation handling, returns, refunds, and customer follow-up activities.
• Develops and maintains customer support processes, operating procedures, escalation paths, response templates, and service recovery standards.
• Oversees customer support channels including email, chat, phone, Shopify inquiries, reviews, and marketplace-related customer communications.
• Manages customer review and feedback platforms, including Bazaarvoice and other customer review systems, ensuring timely responses, issue routing, moderation, and reporting.
• Administers customer service platforms and support technologies, maintaining workflow accuracy, issue categorization, reporting standards, and process compliance.
• Collaborates with Operations, Logistics, and Sales teams to resolve fulfillment, shipping, product quality, replacement, return, refund, and customer satisfaction issues.
• Identifies recurring customer concerns and develops solutions to improve product information, shipping communications, onboarding content, FAQs, and service processes.
• Analyzes customer support interactions, reviews, return data, and feedback trends to provide actionable Voice of Customer insights to leadership and cross-functional teams.
• Partners with Marketing, Product Management, and eCommerce teams to improve customer-facing content, conversion optimization efforts, post-purchase communications, and retention initiatives.
• Supports customer retention programs by identifying opportunities to improve customer engagement, service recovery, repeat purchase behavior, and overall brand loyalty.
• Tracks and reports on customer experience performance metrics and develops action plans to address service gaps and business risks.
• Keeps abreast of customer experience trends, technologies, and best practices to enhance support operations and business outcomes.
• Performs other duties as assigned.

Qualifications, Skills, Abilities and Educational Requirements

Required

• Bachelor's degree in Business, Customer Service, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer experience management, customer service operations, eCommerce support, or direct-to-consumer (DTC) customer service leadership.
• Experience managing customer service teams, including training, quality assurance, workforce management, and escalation processes.
• Experience with customer service platforms such as Zendesk, Gorgias, Freshdesk, Shopify Inbox, or similar technologies.
• Strong understanding of return, refund, replacement, and customer issue resolution workflows.
• Demonstrated ability to analyze customer feedback and operational data to identify trends and drive continuous improvement.
• Excellent verbal and written communication skills with the ability to interact effectively across all levels of the organization.
• Strong organizational skills with the ability to prioritize multiple initiatives in a fast-paced environment.
• Proactive self-starter with exceptional attention to detail and customer focus.

Preferred

• Bilingual in English and Spanish.
• Experience with Bazaarvoice or similar customer review and Voice of Customer platforms.
• Experience within eCommerce, durable goods, building products, HVAC, contractor-focused products, or manufacturing environments.
• Experience supporting Shopify-based commerce operations.

Key Competencies

Inter-Relationships

Consistent interaction with Digital Sales leadership, Marketing, Product Management, Operations, Logistics, Sales, customer service staff, external technology partners, and customers.

Working Conditions and Physical Demands

Work Environment

This position works in an office setting. Requires regular use of office equipment including computers, phones, and printers. Occasional visits to manufacturing, distribution, or company locations may be required. Requires regular use of office equipment, including computers, telephones, and other communication technologies.

Physical Demands

Demand:

Frequency

Hear

Frequent

See (Color & Black/White)

Frequent

Talk

Frequent

Repetitive Motions

Frequent

Type

Frequent

Sit

Occasional

Stand

Occasional

Bend

Occasional

Stoop

Occasional

Carry

Occasional

Walk

Occasional

Lift

Occasional

Push

Occasional

Kneel

Occasional

Physical Work

Percentage

Medium - 10 - 25lbs

0 - 25%

Travel Required

Yes, 0 - 10%

Additional Information

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel.