Senior Manager, Customer Service

Scentbird

About The Position

This role is responsible for owning and administering the full Customer Experience (CX) technology stack, including AI and automation initiatives, backend operations, and overseeing specific CX operations for brands like Drift and Scentbird. The position requires a deep understanding of CX platforms, automation, and the ability to translate technical details into business insights for leadership. The ideal candidate will have a strong background in high-volume DTC, e-commerce, or subscription businesses, with a proven track record of driving self-service through AI and automation. This role acts as a technical bridge between CX and Engineering, requiring strong analytical and communication skills.

Requirements

7+ years in CX operations, CX technology, or support systems — with demonstrated depth in backend platforms and automation, not just team management
Proven ownership of a CX tech stack end-to-end: platform administration, workflow architecture, vendor management, and integration oversight
Background in high-volume DTC, e-commerce, or subscription businesses; multi-brand experience strongly preferred
Track record of driving AI and automation self-service initiatives with measurable impact on containment rates and cost per contact
Experience as a technical bridge between CX and Engineering — scoping backend fixes, writing specs, tracking delivery through Jira or equivalent
Expert-level knowledge of Kustomer or equivalent enterprise helpdesk platform: routing architecture, SLA configuration, queue logic, workflow automation, and reporting
Deep hands-on ownership of AI/automation platforms (DigitalGenius, Forethought, Intercom, or equivalent) — you have built flows, managed intent libraries, configured escalation logic, and diagnosed performance failures yourself
Strong fluency with API integrations and how they power CX automation — able to scope technical requirements, write actionable engineering specs, and evaluate feasibility without writing code
Experience with subscription management platforms (Recurly, Recharge, or equivalent) and their CX workflow implications
Proficiency with Jira or equivalent for bug tracking, engineering escalation, and technical project management
Strong analytical capability: building CX dashboards, modeling contact volume and automation trends, and presenting data-driven findings to senior leadership
Familiarity with social support tooling (Sprout Social or equivalent) and marketplace channel integrations (Amazon Seller Central, TikTok Shop)

Nice To Haves

Systems-first thinker — you build scalable, documented processes, not one-off workarounds
High ownership mentality — you don't wait for someone else to notice a broken flow, a missing SOP, or an underperforming intent
Strong written communicator — your Jira tickets are precise, your executive summaries are sharp, and your technical documentation is actually usable
Comfortable operating at both the architecture level and the hands-on fix level in the same day
Natural cross-functional partner — Engineering, Product, and Operations trust you to represent CX with technical credibility

Responsibilities

Serve as primary owner and administrator of the full CX tech stack: Kustomer, DigitalGenius, StellaConnect/Medallia, Sprout Social, and Trustpilot
Own workflow architecture in Kustomer — routing rules, SLA policies, conversation attributes, queue logic, team assignments, and macro management
Lead evaluation, configuration, and rollout of platform changes, new integrations, and tooling upgrades across both brands
Manage CX readiness for backend platform migrations (e.g., Recurly subscription management transition) including agent tooling, SOP updates, and data integrity checks
Own the technical relationship with platform vendors — escalate bugs, track resolution, and hold vendors accountable to SLAs
Oversee marketplace channel integrations: Amazon Storefront and TikTok Shop support queues for Drift and Scentbird
Own DigitalGenius end-to-end: flow architecture, intent library management, escalation logic, agent handoff configuration, and response quality standards
Audit flows systematically — identify incorrect, incomplete, or outdated AI responses and own the fix process from diagnosis through deployment
Analyze containment and escalation data to pinpoint where automation breaks down and reduce unnecessary agent handoffs
Drive self-service rate improvement across channels: target 75%+ email AI self-service and 85%+ chat self-service for Drift
Scope and roadmap API-supported automation expansions — identify where additional integrations (subscription management, order data, billing APIs) can allow AI to resolve more contact types without agent involvement
Partner with Engineering and Product to write clear, actionable specs for backend automation improvements and track them through delivery
Monitor automation performance weekly; report on self-service rate, auto-resolution rate, escalation accuracy, and flow coverage gaps
Oversee Scentbird Tier II operations across all owned brands: Scentbird, Scentbird Society, Deck of Scarlet, Confessions of a Rebel, Sanctuary, and Goodhabit
Own the operational management of complex, backend-driven contact types: bad address resolution, backorder workflows, item-not-available handling, error order correction, and billing/subscription escalations
Identify systemic operational failures driving contact volume — bad data, platform bugs, subscription errors — and partner with Engineering and Ops to resolve at the root
Serve as the CX escalation point for Jira-tracked bugs and platform issues that require Dev or Product intervention
Build and maintain SOPs for all Tier II and backend processes; ensure documentation is current, accessible, and agent-ready
Oversee Drift CX operations across email, private social DMs, public social comments, Amazon, TikTok Shop, and Trustpilot
Partner with the Drift Team Lead on operational performance, escalation handling, and channel coverage
Own Drift-specific platform configuration in Kustomer and DigitalGenius, including any Drift-specific routing, automation flows, and integration points
Monitor and hold team accountable to Drift KPIs: CSAT ≥4.8, NPS ≥60, FRT <10h, resolve time <24h, cost per contact <$0.75
Own weekly and monthly CX KPI reporting for both Drift and Scentbird — volume, CSAT, NPS, FRT, resolution time, automation rate, cost per contact, and productivity
Build and maintain dashboards and reporting frameworks that surface operational trends, risks, and opportunities to leadership
Prepare ad hoc executive reporting on escalations, refund trends, fraud patterns, AI performance, backorders, and systemic operational gaps
Translate raw CX data into clear executive narratives with findings, business impact, and prioritized recommendations
Maintain monthly CX budget tracker and provide spend visibility across platforms and headcount
Drive cross-functional alignment with Engineering, Product, and Operations on customer-impacting issues and systemic fixes
Ensure SOPs across both teams are technically accurate, current, and reflective of platform and automation changes