CX Strategy & Standards Manager
About The Position
The Customer Experience Strategy & Standards Manager is responsible for operationalizing Tapstitch’s new standard for premium service—transforming high-level CX vision into tangible, repeatable behaviors that inspire trust, create loyalty, and reflect our brand at its best. This role defines and scales Tapstitch’s global service model through the lens of U.S. customer expectations, building the SOPs, brand voice systems, and channel strategies that set a new benchmark for real customer connection and, over time, a modern AI-enabled support model. The initial focus will be overhauling all SOPs to align with U.S. consumer expectations and elevating our global support team to deliver a truly premium experience—one that is personalized, resolution-forward, and rooted in relationships and trust. As the role evolves, it will expand into service design architecture, optimizing workflows and leading hands-on prompt engineering to craft a best-in-class AI + human support ecosystem that drives first-contact resolution, CSAT, and lasting brand loyalty. In partnership with CX Leadership, this role will define and uphold Tapstitch’s global service standards, ensuring every interaction worldwide reflects our premium brand tone, delivers five-star consistency, and turns exceptional service into a driver of advocacy and word-of-mouth growth. You’ll analyze where we’re missing the mark, identify opportunities to elevate quality and consistency, and design the templates, playbooks, and processes that make five-star experiences the default. Blending service design thinking with operational precision, you’ll bring structure and clarity to our communication, coach teams through new expectations, and ensure every customer interaction delivers reassurance, accountability, and resolution—strengthening both our brand and operational excellence. This role also oversees the CX Strategy & Standards function, including QA & Training, which together define and uphold Tapstitch’s service quality, brand tone, and knowledge standards across all delivery sites.
Requirements
- 6–10 years of experience in Customer Experience, Service Design, or CX Operations, ideally in eCommerce, SaaS, or premium service environments.
- Proven track record of building CX standards, templates, or playbooks that improved consistency and customer satisfaction.
- Demonstrated experience building closed-loop feedback systems that convert customer insights into action through structured VOC frameworks and cross-functional follow-through.
- Excellent writing and editing skills, especially in designing responses for multilingual or ESL teams.
- Experience conducting process audits and implementing measurable improvements.
- Strong understanding of service recovery strategy and its link to retention, advocacy, and brand loyalty.
- Skilled in cross-functional collaboration, particularly with training, QA, operations, and marketing.
- A creative yet disciplined thinker — equally comfortable drafting a tone guide as you are analyzing process inefficiency.
- Ability to work flexibly—our community isn't limited to 9-5
Responsibilities
- Build and Operationalize Service Standards
- Service Recovery & Experience Design
- Channel & Experience Optimization
- Product Knowledge Integration & CX Enablement
Benefits
- Be part of a mission-driven team transforming the future of creator commerce.
- Competitive compensation and equity package.
- Mostly in-person work setup with team HQ in NYC.
- Medical, dental, and vision insurance.
- The opportunity to be a part of a high-growth startup building from 0-1.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
