Customer Experience Manager

Tuckernuck • Washington, DC

2d • $75,000 - $95,000 • Onsite

About The Position

The Customer Experience Manager is responsible for leading and developing Tuckernuck’s Customer Experience (CX) team to deliver a best-in-class, brand-right customer journey across all touchpoints. This role manages daily CX operations, team performance, and talent development for both HQ-based and remote associates. As Tuckernuck continues to scale, the Customer Experience Manager serves as a key cross-functional partner to Operations, Technology, Marketing, and other teams- owning the processes, tools, and systems that enable exceptional service at scale.

Requirements

• 5+ years of experience in customer service or customer experience roles.
• Demonstrated experience managing people, driving performance, and delivering measurable results.
• Experience working with eCommerce and CX platforms, including Shopify, and Gladly.
• Passion for operations and logistics.
• Exceptional writing and communication skills.
• Empathy, energy, kindness, accountability, and adaptability.
• Team player with willingness to support other departments.
• Passion for the Tuckernuck brand.
• Incredible organization skills.
• Stellar problem-solving skills
• Proactive nature. See something’s not working? Do some brainstorming and help fix it.
• Ability to thrive in a fast-paced environment.
• Eagerness to learn every single day.
• Positive attitude.
• Driven by an entrepreneurial spirit.
• Position will require being in the Washington D.C. area.

Responsibilities

• Oversee day-to-day management of the full CX team (HQ and remote), fostering accountability, engagement, and professional growth.
• Develop weekly and monthly staffing schedules to ensure strong coverage, service levels, and sustainable workloads.
• Own onboarding, training, and ongoing coaching to ensure consistent service standards and brand voice.
• Act as the primary escalation point for complex or sensitive customer issues, modeling calm, solution-oriented resolution.
• Aid in the recruitment process to continuously have the right amount of associates for our department
• Track, analyze, and report on individual and team KPIs, including response times, CSAT, backlog levels, and outreach trends.
• Translate performance data into actionable insights and continuous improvement plans.
• Maintain and update CX team playbooks, policies, and training materials.
• Proactively identify customer pain points and recommend policy, process, or product improvements.
• Foster a positive team environment both in office and remotely while ensuring above and beyond customer service is provided.
• Support the team during peak periods and high-volume moments, ensuring service standards are maintained.
• Serve as the CX platform owner and primary administrator for CRM and customer service tools.
• Partner with Tech and Operations to design workflows, permissions, automations, macros, triggers, IVR, and reporting.
• Lead platform onboarding, training, and change management to drive adoption and consistent usage.
• Monitor system performance and recommend enhancements to improve both agent efficiency and customer experience.
• Share customer insights, trends, and recurring issues with leadership and cross-functional partners.
• Collaborate closely with Operations and Logistics to align customer communication with fulfillment performance.
• Represent the CX team in meetings related to systems, process improvements, and experience design.

Benefits

• At Tuckernuck, we care about our team and offer benefits that support your health, growth, and work-life balance.
• This includes medical, dental, and vision coverage, a 401(k) with a company match, generous paid time off and holiday, paid new parent leave, day care coverage, a generous employee discount, and other great perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees