Senior Manager, Customer Experience
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About The Position
As a customer-centric company, delivering an experience that fosters customer trust, sparks joy and drives connection and community is key to Goody’s mission. The Senior Manager, Customer Experience, owns the customer experience function across all inbound support channels including agents and AI implementations (and truly loves and is energized by working with customers on a daily basis!). This role is pivotal in ensuring that all customer interactions—across email, live chat, and support-based video calls—deliver seamless, high-quality experiences. You will drive CX strategy, leverage analytics to improve customer interactions, and optimize customer support operations. As a player-coach, you will also actively support live chat and email channels, ensuring firsthand insights into customer needs. What’s special about the Customer Experience Team at Goody: Goody’s customer experience is unique because it contains two distinct workflows: Marketplace eCommerce CX and SaaS Support CX. Marketplace eCommerce CX focuses on assisting customers with gift orders, tracking information, delivery issues, returns, refunds and product-related inquiries. SaaS Support CX involves supporting B2B clients using Goody’s software platform, including troubleshooting, account support, software plan management and technical assistance. These two workflows require different support strategies, tools, and training to ensure a seamless experience for all customers. This role requires a leader who can navigate and unite both realms while creating consistency and maintaining high standards (plus bringing scalable solutions!) to the overall experience.
