As we continue to elevate the customer journey, we are seeking a Senior Manager, Customer Experience to lead our customer support operations, develop high-performing teams, and drive continuous improvement across the organization. Reporting to the Senior Director of Customer Experience, this role will play a critical part in shaping service excellence, enhancing operational efficiency, and ensuring every customer interaction reflects the Phillip Jeffries standard.
What You'll Be Doing:
As the Senior Manager, Customer Experience, you will be responsible for leading customer support operations while creating an environment where employees thrive and customers receive best-in-class service.
Leadership & Team Development
- Lead, coach, and develop a team of Customer Experience professionals.
- Provide ongoing performance feedback, coaching, and career development opportunities.
- Foster a culture of accountability, engagement, continuous improvement, and service excellence.
- Manage team productivity, workload distribution, and operational performance.
- Partner with leadership to implement department initiatives and process improvements.
Customer Experience & Support Operations
- Drive service excellence through effective support processes and service level management.
- Monitor key performance metrics, dashboards, and customer satisfaction trends.
- Partner with Sales and cross-functional teams to identify and resolve customer challenges.
- Build strong relationships with internal stakeholders and key customers.
- Identify opportunities to reduce customer friction and improve the overall customer journey.
Continuous Improvement & Project Leadership
- Lead and contribute to strategic projects that improve operational efficiency and customer satisfaction.
- Manage project timelines, stakeholder communication, and successful execution of initiatives.
- Utilize customer feedback and data insights to drive informed business decisions.
Customer Insights & Escalation Management
- Manage complex customer concerns and escalations with professionalism and urgency.
- Partner with Sales, Marketing, Design, Finance, and Supply Chain teams to develop proactive solutions.
- Share customer insights with leadership to support strategic decision-making and continuous improvement efforts.
Training & Enablement
- Partner with the CX Training team to support onboarding and ongoing employee development.
- Utilize quality assurance reviews and performance data to identify training opportunities.
- Ensure team members have the tools, knowledge, and resources needed to succeed.
- Help create a best-in-class learning environment that supports long-term employee growth and retention.
What We're Looking For
- 7+ years of customer service, customer experience, or sales support experience.
- 5+ years of leadership experience managing support or service teams.
- Experience leveraging customer service platforms, helpdesk systems, and analytics tools.
- Strong project management, problem-solving, and organizational skills.
- Proven ability to lead through change and drive cross-functional collaboration.
- Excellent communication, coaching, and relationship-building skills.
- Passion for delivering exceptional customer experiences and developing high-performing teams
The Phillip Jeffries Experience:
At Phillip Jeffries, we believe exceptional work deserves exceptional care. Our commitment to creating a more beautiful world extends to how we support our team, offering thoughtfully designed benefits and meaningful perks that reflect our appreciation for your talent and time.
Your Compensation Journey
- Competitive annual salary ranging from $80,000 - $95,000, based on your industry experience and background.
- Annual company bonus opportunity to reward your performance
- Annual Cost of Living increases that honor your growth and commitment
- Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required
Health Benefits That Take Care of You
- Comprehensive medical coverage with employee premiums as low as $50 per month
- Coverage options for spouse, domestic partner, civil union partner, and family
- Health Reimbursement Account (HRA) to offset medical expenses
- Prescription, dental, and vision coverage to support whole-person wellness
- Flexible Spending Accounts (FSAs) for healthcare and dependent care
- Employee Assistance Program that supports your mental, financial, and physical well-being
- Pet insurance for your four-legged companions
Time to Recharge
- Enjoy a generous 34 days of paid time off each year, including:
- 18 paid vacation days
- 13 paid holidays, including the week between Christmas and New Year's
- Up to 3 additional paid volunteer days annually to support the causes and communities you care about
Career Elevation
- Structured onboarding plan with clear 30, 60, and 90-day milestones and continued training for long-term success
Perks at Work
- Exclusive employee discount on Phillip Jeffries wallcoverings to elevate your home
- Access to Working Advantage with discounts on travel, entertainment, and everyday purchases
