Customer Experience Manager

Rumpl, Inc.•Portland, OR

31d•$55,000 - $65,000•Hybrid

About The Position

The Customer Experience Manager is responsible for building and leading a best-in-class CX program across all direct-to-consumer channels. This role owns the systems, processes, and team that support Rumpl customers and serves as the internal voice of the customer across Marketing, Product, Operations, and E-commerce. The ideal candidate combines operational rigor with deep customer empathy and a passion for building strong brand-consumer relationships. This role reports to the VP of Marketing and partners closely with E-commerce, Sales, Operations, and Product teams.

Requirements

Strong leadership, coaching, and team development skills
Excellent written and verbal communication skills
Strong organizational, analytical, and problem-solving abilities
Good judgment with the ability to make timely, sound decisions
Ability to manage multiple priorities and deadlines in a fast-moving environment
Collaborative team player who can also work independently
Creative, flexible, and enthusiastic with a positive outlook
Professional demeanor with a passion for delivering exceptional customer experiences
Experience with customer support platforms such as Gorgias, Zendesk, or Help Scout
Strong working knowledge of Shopify
Solid understanding of CX KPIs, including NPS, CSAT, and CES
Proficiency in Excel or Google Sheets, including pivot tables and data visualization
Experience with survey tools such as Delighted, Typeform, or SurveyMonkey
Familiarity with project management best practices
Ability to coordinate cross-functional teams and outside vendors
Self-starter with strong follow-through and attention to detail
Genuine enthusiasm for the Rumpl brand and outdoor lifestyle
Bachelor’s degree or equivalent experience required
2-3 years of experience in Customer Experience or a related field
2-3 years of managerial experience

Nice To Haves

Background in consumer brands, retail, or product marketing preferred

Responsibilities

Manage, coach, and develop the Customer Experience team
Establish performance standards to ensure high-quality, brand-aligned service
Build a customer-first culture rooted in empathy and efficiency
Ensure adequate staffing coverage across customer support hours
Oversee all customer service channels including email, chat, and other support platforms
Manage escalated customer cases and ensure timely resolution
Maintain and optimize CX tools including Shopify, Gorgias, Loop Returns, Okendo, and other CX tools
Develop macros, documentation, and Help Center content to improve service efficiency
Own Rumpl’s Voice of Customer program, including surveys, reviews, and feedback analysis.
Track and report CX metrics including CSAT, NPS, ticket resolution time, response time, and return reasons
Share insights regularly with Marketing, Sales, Product, and Operations teams to inform decisions
Manage the returns and warranty experience including collaboration with Operations and Finance
Identify opportunities to improve customer policies and reduce purchase friction
Implement CX initiatives designed to increase retention, loyalty, and brand advocacy
Continuously review and improve CX processes to increase efficiency and customer satisfaction
Identify automation opportunities across support workflows
Evaluate new tools and technologies that enhance customer service operations
Represent the voice of the customer in cross-functional meetings
Share product feedback and insights with Product and Design teams
Partner with E-commerce to keep product pages, FAQs, and support documentation accurate and helpful