Consumer Experience Sr Manager

Ledge Lounger Inc•Katy, TX

About The Position

More than a decade ago, Ledge introduced America to the first-in pool chaise and modern design forward furniture for a more compelling outdoor living experience. Today the award-winning brand is recognized as the in-pool and poolside leader, adopted by discerning homeowners and five star resort and residential properties around the world. Our continued success is very much a consequence of our team members, the Ledge culture of collaboration and innovation, and our unwavering belief in the importance of design distinction in everything we do. At Ledge, we believe outdoor spaces are not just extensions of the home—they're living works of art. As pioneers in the premium in-pool and poolside product design space, our mission is simple yet powerful: to help our customers manifest their identity by elevating their approach to outdoor living. Role Overview The Customer Experience Senior Manager leads the day-to-day execution and continuous improvement of our omnichannel direct-to-customer support function. This role is accountable for leading a team of high-performing customer support representatives who seek to deliver a consistent five-star customer experience through their interactions via phone, email and chat. This role is responsible for building the operating foundation required to scale the CX operating plan, customer journey narrative, KPI system, coaching/QA cadence, and cross-functional feedback loops. This leader partners closely with E-commerce, Marketing, Sales, Operations/Fulfillment, and Finance to improve the consumer browsing and purchasing experience, reduce friction, and translate customer insights into measurable business impact. The Customer Experience Supervisor also owns performance reporting and will present key CX metrics, trends, and recommended actions in weekly executive team meetings.

Requirements

5+ years in customer experience/customer support, including 2+ years in a lead or supervisory capacity.
Experience supporting a multi-channel environment (phone/chat/email) with demonstrated ability to manage volume and SLAs.
Proven ability to implement or run an operating cadence: SOPs, QA, coaching routines, KPI tracking, and process improvement.
Strong communication and leadership skills; comfortable presenting performance insights to senior leaders.
Proficiency with CX systems/CRMs and strong comfort with reporting/dashboards.
Experience in luxury goods, furniture, premium retail, or design-forward brands.
Experience with NetSuite, HubSpot, Shopify, DialPad, marketplaces (including Amazon, Costco, and others)