Customer Experience Manager, Tech

Cannondale•Wilton, CT

11d•Onsite

About The Position

For more than 50 years, Cannondale has been a leading innovator in the cycling world. As more riders of all ages and abilities get on the roads, trails, and streets than ever before, we're here to do the best work of our lives to push the greatest human-powered machine into the future each and every day. We're committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere. Fueled by a free-thinking, always-game, got-your-back mentality, we ditched the rulebook and set forward on a path to make iconic bikes that simply work better. We look forward to the ride with you. As our Customer Experience (CX) Manager, Tech, you’ll manage the CX Expert, Tech team, which provides advanced technical support and warranty expertise to our dealers and riders. You’ll own team performance and keep operations running at their best. As a part of our Sales Operations team, your focus is simple: manage the team, drive operational excellence, and position Cannondale as a leader in customer support. You’ll handle warranty escalations, improve processes, and work closely with Product and Engineering to solve quality issues. For those who live and breathe bikes, this role offers the opportunity to make a real impact on riders, our innovative products, and the team behind them Note: This is not a remote position. This role is based at the Cannondale US HQ in Wilton, Connecticut.

Requirements

High school diploma or equivalent with 2–4 years of experience in a customer service environment
Experience managing a team and direct reports
Strong technical understanding of bicycle systems
Excellent record-keeping skills and attention to detail
Proficient in Microsoft Word, Excel, and Outlook, with ability to learn other software
Demonstrated problem-solving and decision-making skills
Strong verbal, written, computer, and interpersonal skills
Passion for bicycles and cycling
Ability to adapt to change and evolving scenarios
Maintain professional composure when working with external customers

Responsibilities

Manage performance, employee relations, and career development for our CX Expert, Tech team with the aim of providing best-in-class product and customer support
Oversee hiring, disciplinary actions, and staffing decisions for both teams
Accountable for FTR operations, ensuring timely parts ordering, issue tracking, and turnaround goals are met
Escalate warranty issues to Product Management and produce reports for Global QC meetings
Provide supplemental support for phone inquiries, claim resolution, and FTR Tech coverage as needed
Respond to dealer warranty and technical questions via phone and email
Maintain up-to-date technical expertise on bicycle components and systems and act as technical resource for the broader NA Commercial team
Foster a positive working environment and effective teamwork for a remote and hybrid team

Benefits

Comprehensive Medical/Prescription/Dental/Vision plans
Hybrid work environment
Generous Paid Time Off Programs
Life & Disability Insurance
FSA/HSA/Dependent Care FSA
401k and company match
Commuter Incentive Program
Volunteer Time Off
Voluntary benefits (critical illness, accident, and hospital indemnity insurances)
Great discounts on company products
Employee Wellness Program
EAP benefit
Parental Leave program
Access to group home and auto insurance
A mix of casual yet professional culture