Manager, Consumer Experience

Torani•San Leandro, CA

About The Position

We’re looking for a Consumer Experience Manager to lead our Consumer Experience function and serve as the voice of our valued consumer across the business. In this role, your leadership of the team and engaging way of working with partners will drive success. You excel when defining processes and when solving the problems that arise – big and small! You will oversee our contact center partnerships and consumer support strategies across multiple consumer touchpoints, including eCommerce, foodservice, retail consumers, and product quality inquiries. By partnering cross-functionally with eCommerce, Fulfillment, IT, Marketing, Operations and Quality teams, you ensure every interaction reflects Torani's commitment to radical hospitality.

Requirements

Strong people leadership, operational excellence, consumer advocacy, and analytical thinking.
Comfort navigating ambiguity, working independently, and driving initiatives from concept through execution.
Energized by creating meaningful experiences for customers and measurable results for the business.
8+ years of experience in customer experience, contact center operations, managing outsourced contact center partners, third-party service providers, or BPO relationships.
Experience supporting customer experience across eCommerce, direct-to-consumer, foodservice, retail, or consumer products businesses.
Advanced knowledge & experience with CX tools: Salesforce Service Cloud, Zendesk, Five9, or similar CRM/contact center platforms.
Proven ability to work independently, navigate ambiguity, and effectively manage competing priorities in a fast-paced environment.
Strong verbal and written communication skills, with the ability to influence stakeholders and communicate business issues, recommendations, and action plans.
Flexibility to adapt to the evolving needs of a growing business and lead through change with resilience and a positive attitude.

Responsibilities

Develop a deep understanding of Torani's consumer support ecosystem and identify opportunities to improve service delivery, operational efficiency, and consumer satisfaction.
Optimize contact center processes, staffing models, training programs, and performance expectations through strong partnerships with internal stakeholders and external vendors.
Evaluate future-state opportunities, including vendor assessments, contact center transitions, and RFP initiatives as business needs evolve.
Build a culture of accountability, engagement, and continuous improvement across the Consumer Experience team through coaching, development, and performance management.
Ensure service levels, quality metrics, and consumer satisfaction scores meet or exceed established goals.
Establish reporting and insights that transform consumer feedback into meaningful business action.
Identify trends across eCommerce, foodservice, retail consumers, and consumer support interactions to provide recommendations that improve consumer satisfaction, reduce recurring issues, and strengthen cross-functional decision-making.
Become highly proficient in the systems and tools that power the consumer experience organization, including Salesforce Service Cloud, Zendesk, Five9, and related platforms.
Increase team efficiency through process improvements, workflow optimization, and enhanced reporting while maintaining a high-quality customer experience.
Integrate support across all consumer touchpoints, including direct-to-consumer eCommerce consumers, foodservice operators, retail consumers, and product quality inquiries.
Ensure consumer complaints, quality concerns, and food safety escalations are addressed through clear processes and strong partnerships with Fulfillment, IT, Marketing, Operations and Quality teams.
Bring energy, optimism, and a sense of shared purpose to the team, celebrating progress, lifting others up, and reminding people why this work matters.