Assistant Manager, Customer Experience

Phillip Jeffries•Fairfield, NJ

4d•$70,000 - $80,000•Hybrid

About The Position

At Phillip Jeffries, we believe the most beautiful spaces begin with meaningful connections. Since our start in a family garage in 1976, we have grown into a global luxury wallcovering brand trusted by the world’s top designers and architects. Today, our curated collections and dedication to exceptional service set the standard in the industry. That kind of reputation is built by passionate people who know how to sell not just a product, but a story. We're seeking an Assistant Manager, Customer Experience who is passionate about creating exceptional customer experiences while helping teams perform at their best. This role plays a key part in supporting the daily operations of our Customer Experience team, driving service excellence, and helping to shape a customer-centric culture across the organization. Working closely with both customers and internal partners, you'll help ensure every interaction reflects the high standards that define the Phillip Jeffries brand. This is a hybrid role based in our Fairfield, NJ Headquarters.

Requirements

Prior experience in Customer Experience, Customer Service, Contact Center Operations, or a related field.
Experience in a leadership, supervisory, or team lead capacity.
Proven ability to handle escalated customer situations with professionalism and empathy.
Strong interpersonal, communication, and relationship-building skills.
Experience working with CRM platforms, helpdesk systems, and customer service technology.
Ability to analyze service trends, prioritize effectively, and solve problems in a fast-paced environment.
Passion for delivering exceptional customer experiences and building customer loyalty.

Nice To Haves

Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field preferred.

Responsibilities

Partner with the Senior Manager of Customer Experience to support departmental initiatives that enhance the customer journey.
Help foster a customer-first mindset throughout the organization.
Monitor team performance, service levels, and operational effectiveness.
Collaborate cross-functionally to ensure a seamless customer experience across all touchpoints.
Support the implementation and continuous improvement of customer service policies and procedures.
Monitor customer service queues and service level performance.
Ensure timely responses across phone, email, and chat channels.
Assist with auditing customer interactions to maintain service quality and consistency.
Act as a resource for team members handling sensitive or complex customer situations.
Step in as needed to support customers during periods of high volume or urgency.
Partner with the Resolutions team on escalated and sensitive customer concerns.
Help balance business needs with customer satisfaction and retention goals.
Serve as an escalation point for complex customer issues when necessary.
Work collaboratively to identify solutions that strengthen long-term customer relationships.
Provide ongoing coaching, feedback, and development support to Customer Experience team members.
Help communicate policy, process, and system updates across the department.
Support onboarding and development initiatives for new hires.
Partner with leadership to create an engaged, informed, and high-performing team environment.

Benefits

Competitive annual salary ranging from $70,000 to $80,000, 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
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
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
Structured onboarding plan with clear 30, 60, and 90-day milestones and continued training for long-term success
Exclusive employee discount on Phillip Jeffries wallcoverings to elevate your home
Access to Working Advantage with discounts on travel, entertainment, and everyday purchases