Senior Customer Experience Manager

Photon Brothers • Centennial, CO

4d • Onsite

About The Position

The Senior Customer Experience Manager is responsible for owning and elevating the end-to-end customer experience at Photon Brothers, from contract through post-install. This role defines what a 5-star customer experience looks like and ensures it is consistently delivered across every customer touchpoint. The Senior Customer Experience Manager establishes communication standards, drives a proactive customer engagement culture, and holds teams accountable to delivering a high level of service. This role also oversees the Project Management function through the PM Manager, ensuring that customer experience expectations are executed consistently across all active projects.

Requirements

• 5–8+ years of experience in customer experience, customer success, or service operations
• Experience leading or influencing cross-functional teams
• Proven ability to improve processes and drive customer experience outcomes
• Strong communication skills with a proactive, customer-first mindset
• Ability to hold teams accountable while maintaining strong working relationships
• Highly organized with strong follow-through

Nice To Haves

• Experience in home services, construction, or solar preferred

Responsibilities

• Define and implement a best-in-class, 5-star customer experience across the full customer journey
• Drive a company-wide “customer-first” culture by setting expectations and influencing behavior across teams
• Act as the voice of the customer internally, identifying friction points and leading improvements
• Continuously evaluate and improve the customer journey to reduce confusion and increase satisfaction
• Establish and enforce communication standards, including same-day response expectations, minimum touchpoints (at least 2x per week), and defined turnaround times for common customer requests
• Ensure customers receive consistent, proactive updates—even when there are no major changes
• Set the standard for phone responsiveness and overall customer interaction quality
• Oversee the customer experience across ~130 active projects
• Ensure consistent communication and experience delivery across all project phases
• Identify breakdowns in the process and implement scalable improvements
• Partner with sales, install, and service teams to improve handoffs and alignment
• Lead the Project Management function through the PM Manager
• Establish clear expectations for communication, responsiveness, and customer experience
• Hold the team accountable to defined service levels and CX KPIs
• Coach and develop the PM Manager and team to elevate performance and consistency
• Own customer satisfaction outcomes, including reviews, referrals, and overall sentiment
• Increase 5-star review volume through intentional customer engagement
• Address negative feedback quickly and drive recovery efforts
• Build systems that consistently generate strong customer advocacy
• Ensure customers clearly understand timelines, expectations, and system performance
• Improve customer education materials and touchpoints to reduce confusion
• Deliver a high-touch, “white-glove” experience when needed
• Support resolution of escalated customer issues when proactive processes fall short
• Identify root causes and implement preventative improvements
• Resolve issues with sound judgment, including financial resolutions up to $5,000

Benefits

• Health insurance (one plan is less than $35 per pay check!)
• Dental insurance
• Vision insurance
• 401k with match
• Company-sponsored life insurance
• Telehealth
• Paid holidays
• PTO
• Bonus opportunities (5-10%), based on hitting established KPIs and company performance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed