Customer Experience Manager

Aimé Leon Dore•New York, NY

19h•$80,000 - $90,000•Onsite

About The Position

Aimé Leon Dore is looking for a Customer Experience Manager to join our team in New York, New York. This position will support ALD’s end-to-end customer journey by overseeing and resolving customer issues across all channels. This role serves as a central point of contact for customer concerns, ensuring timely, accurate, and brand-aligned responses while partnering with internal teams to keep the customer experience smooth and consistent.

Requirements

3–5+ years in customer experience, customer service, hospitality, retail support, or digital support roles.
Strong written communication skills with the ability to convey clear, professional, brand-aligned responses.
Experience managing high-volume customer inquiries with accuracy and empathy.
Ability to collaborate effectively, hold others accountable, and take ownership of function.
Strong problem-solving skills with the ability to navigate complex customer concerns.
Organized, detail-oriented, and able to manage multiple open cases simultaneously.

Nice To Haves

Experience with Gorgias, ERP, 3PL Warehousing and Shopify preferred

Responsibilities

Lead, mentor, and develop a high-performing CX team, fostering a customer-first mindset by implementing regular coaching/QA, managing clear performance goals, providing feedback, and development pathways.
Address a broad range of customer concerns, including post-purchase questions, product issues, service complaints, delivery delays, order discrepancies, store interactions, and general feedback.
Maintain ALD’s service tone and brand voice in all digital communications while delivering efficient, solutions-oriented resolutions.
Serve as the primary CX liaison with internal teams, to ensure voice-of-customer insights are shared and actioned.
Partner with all internal teams to align CX initiatives with product rollouts, marketing campaigns, and operational changes, while representing the CX function in cross-departmental communications.
Work with fulfillment, logistics, and operations teams to troubleshoot order-related concerns, including shipment errors, delays, or damaged goods.
Support operational and service improvements by documenting issue trends and proposing small-scale workflow enhancements, while owning strategic decision-making.
Identify, lead, evaluate, and deploy workflow automation, AI/chatbot integration, and process digitization to enhance team efficiency and customer self-service.
Monitor, analyze, and report on key CX metrics to inform strategy and performance, while regularly presenting performance reports and insights to leadership.
Champion a culture of continuous improvement, proactively identifying friction points and implementing solutions.
Establish, track, and exceed departmental and personal KPIs — while setting a roadmap for future performance benchmarks.