Manager, Customer Experience Operations
About The Position
For over 100 years, we’ve manufactured high-quality products right here in the USA. We still operate out of our Oregon-based factory to this day, producing innovative, battle-proven optics for the world's most relentless hunters, shooters, law enforcement officers, and military personnel. Regardless of the product, whether it's a red dot or a riflescope, we design and manufacture it with one goal in mind—to ensure it performs for life. At Leupold + Stevens, the customer experience is a lifetime commitment. One built on trust, craftsmanship, and consistently delivering on our promises. Our products are built to perform at the highest levels, and we believe every customer interaction should reflect that same standard of excellence. We are seeking a seasoned, values-driven manager to lead our Consumer Experience Operations and shape how customers experience the brand at its most critical moments. This role balances strategic leadership with hands-on operational excellence. You will define the vision and direction for both Technical Services (call center and digital support) and Product Services (warranty and repair), while ensuring daily execution consistently meets the highest standards for quality, responsiveness, and performance. Success in this role requires aligning service strategy with brand and business objectives, while building robust processes, developing strong leaders and teams, and driving continuous improvement across complex, customer-facing operations. We are looking for a thoughtful, steady leader who values people as much as results, brings clarity to complexity, and understands that exceptional service is never accidental—it is intentionally designed, carefully measured, and continually refined. This role offers the opportunity to make a lasting impact on customer trust, organizational capability, and the long-term strength of a premium brand.
Requirements
- 5–8+ years of experience in customer service, call center, and/or warranty operations.
- 3+ years of people leadership experience in a metrics-driven, operational environment.
- Strong command of business management, operational systems, and performance reporting.
- Experience leveraging AI and digital tools to improve service operations.
- Proven ability to lead experienced, tenured teams through change with clarity, credibility, and sound judgment.
Responsibilities
- Lead and develop a multidisciplinary team by setting clear expectations and examples for performance, professionalism, and brand representation.
- Own end-to-end consumer experience operations, balancing strategic direction with hands-on operational leadership to ensure every customer interaction reflects Leupold’s premium brand standards, technical excellence, and commitment to long-term trust.
- Design and manage budgets, staffing models, schedules, and workflows to meet service-level commitments across multiple channels while adapting to demand variability.
- Define, track, and continuously improve key performance metrics, including service levels, repair quality and turnaround time, order accuracy, and customer satisfaction.
- Use data, root-cause analysis, and modern tools—including AI-enabled support technologies—to drive operational efficiency, consistency, and scalable performance.
- Actively engage in the new product introduction process to ensure repairability, service readiness, and long-term supportability, while providing actionable feedback on product quality, failure modes, and customer-reported issues.
- Partner cross-functionally with IT, Product, E-Commerce, Logistics, Finance, Sales, and Marketing to support launches, seasonal demand, and operational alignment.
- Serve as a strong advocate for the voice of the customer, translating insights into meaningful improvements across systems, processes, and products.
Benefits
- affordable health and dental insurance
- a strong commitment to training and professional development including an internal skills development program for all manufacturing team members
- a generous tuition reimbursement program
- company contributions up to 8% of base pay into a 401K retirement account
- profit sharing
- and great product discounts (to name a few)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
251-500 employees
