Senior Manager Customer Experience (On-Site)

Integra Beauty • Groveport, OH

16h • Onsite

About The Position

Reporting to the Senior Director of Fulfillment, the Senior Manager of Customer Experience will lead a team of Customer Experience agents and leverage cutting-edge AI and automated platform technologies to support, guide, and assist customers across our e-commerce and direct-to-consumer (DTC) beauty brands. The successful candidate will set the strategy and vision for the department, seamlessly blending human touch with automated efficiency to build a world-class shopping experience for our DTC beauty community. The ideal candidate is a strategic self-starter and avid multi-tasker with proven experience scaling CX operations within high-growth DTC beauty, personal care, or retail e-commerce environments.

Requirements

• 5+ years of customer service/customer experience experience, with a minimum of 3 years in a management or leadership role.
• Proven track record in e-commerce and Direct-to-Consumer (DTC) retail, with strong preference for experience in the beauty, personal care, or lifestyle sectors.
• Demonstrated experience managing or implementing customer support automation, AI platforms, conversational chatbots, and automated routing systems.
• Experience with Shopify Preferred.
• Bachelor's Degree and/or MBA is preferred.
• Strong familiarity with enterprise ticketing systems (Gladly, Gorgias or Zendesk preferred) and ERP systems (NetSuite is a plus).
• Understanding of basic order fulfillment processes for physical products
• Ability to thrive in an ambiguous, entrepreneurial environment that requires the ability to multi-task and implement high priority initiatives.
• Exceptional communication and time management skills.
• Ability to use web analytics, customer insights and knowledge of industry best practices to develop a compelling eCommerce product strategy.

Nice To Haves

• Cross-functional leadership/project management experience
• Experience with presentations to senior leadership
• Ability to thrive in an ambiguous, entrepreneurial environment that requires the high initiative and ability to self–prioritize business tasks

Responsibilities

• Evaluate, implement, and optimize AI platforms, chatbots, automated workflows, and self-service tools to improve resolution speed, reduce ticket deflection costs, and enhance personalized customer engagement.
• Leverage deep knowledge of DTC beauty and e-commerce consumer behavior to drive high satisfaction (CSAT), customer lifetime value (LTV), and brand loyalty.
• Track and manage business KPIs to achieve e-commerce channel growth goals including Net Revenue/Sales, Gross Margin, Traffic, Transactions, Conversion, CSAT, and First Contact Resolution (FCR).
• Drive team building, training, and retention. Establish a high bar for performance, mentor team members in modern CX/AI tools, and create a culture of accountability and excellence.
• Evaluate the efficiency of business procedures and customer service workflows according to organizational objectives and continuously apply process improvements.
• Actively support all efforts to simplify and enhance the omnichannel customer experience across web, mobile, and social touchpoints.
• Interact regularly with Senior Management and department/ company leaders to ensure that customer service priorities align with total company direction and fulfillment operations.
• Review and/or develop KPIs and customer analytics to identify high-priority opportunities and execute an aggressive CX and e-commerce roadmap strategy.
• Prepare forecasts of departmental costs, work demands, staffing, software/tool budgets, and resource allocation to meet financial objectives.

Benefits

• Medical, Dental, Vision, Life Insurance
• 401k plan
• Additional Opt-In Insurances
• Vacation + Sick Time Pay
• L'ange Hair Product Stipend- a quarterly stipend to help you refresh your favorite L'ange products and also try new products!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager