Job Title: Manager, Customer Experience
Department: Operations Planning
FLSA Status: Exempt
Location: Ohio
SummaryThe Customer Experience Manager will lead both
Rider Services (post-purchase warranty and customer support) and
Customer Care (pre-purchase support) for U.S. operations. This leader will be responsible for shaping the customer service function into a best-in-class operation by implementing scalable systems, processes, and programs that deliver an exceptional rider experience. The role requires a balance of strategic vision and hands-on leadership, ensuring that customer needs are met efficiently while aligning with UWI's brand values and business goals.
Essential Duties and Responsibilities- Provide leadership and direction for U.S.-based Rider Services and Customer Care teams.
- Assess current operations and architect customer service & rider service programs that reflect industry best practices.
- Develop and implement customer experience strategies that support both pre-purchase and post-purchase needs.
- Establish service level standards, performance metrics, KPI's, and reporting structures & report our on a daily basis.
- Partner with product, sales, and marketing teams to ensure customer feedback informs business decisions.
- Oversee the design and implementation of service tools, CRM platforms, and knowledge bases to improve efficiency and consistency.
- Drive continuous improvement in customer satisfaction, retention, and loyalty.
- Develop training programs to enhance product knowledge, communication skills, and problem-solving abilities of the service teams.
- Manage escalated customer issues with professionalism and urgency.
- Stay current on customer service trends in consumer goods, sporting goods, and outdoor recreation industries, bringing forward new ideas and technologies.
- Prepare regular reports for senior leadership on service performance, trends, and opportunities for improvement.
- Train, mentor, and motivate customer & rider service representatives.
- Drive Process Improvement in both departments using data analytics.
Supervisory Responsibilities: YesEducation and/or Experience- 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.
- Demonstrated success in building and scaling customer service programs at a consumer-facing company.
- 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.
- Excellent problem-solving, communication, and interpersonal skills.
- Industry experience in consumer products, bicycles, sporting goods, or outdoor recreation is highly desirable.
Certifications (Preferred):- Customer Experience Professional (CCXP), Six Sigma, or similar process improvement certifications.
