Archipelago Companies (OluKai, Kaenon, melin, and Roark) Sr. Manager, DTC Customer Experience

OluKai-Kaenon-melin-Roark•Irvine, CA

5d•$111,000 - $140,000•Hybrid

About The Position

We are seeking a strategic, execution-oriented leader to transform our Customer Experience function into a high-impact, insight-driven, and revenue-conscious organization. This role goes beyond traditional support. You will own the end-to-end post-purchase experience, transforming Customer Experience into a key driver of customer retention, brand loyalty, and operational excellence. You will lead a high-performing team, build scalable systems, and establish CX as a critical voice in shaping product, operations, and marketing decisions.

Requirements

Bachelor's degree or equivalent experience
7+ years of customer service experience, with at least 2–3 years in a management or leadership role
Proven experience in a DTC e-commerce or retail environment
Demonstrated success improving CX KPIs and operational performance
Experience managing multi-channel support operations (email, live chat, phone, social)
Strong analytical skills with the ability to translate data into action
Excellent communication, leadership, and cross-functional collaboration skills

Nice To Haves

Experience managing outsourced/BPO teams at scale
Familiarity with platforms such as Shopify, Full Circle, OMS tools, and logistics workflows
Experience with CX platforms such as Gorgias, Zendesk, Kustomer and AI-driven tools
Background in building or scaling CX functions in high-growth environments

Responsibilities

Team Leadership & Development
Lead and scale a team of 20+ agents and team leads across in-house and outsourced environments
Build a high-performance culture grounded in accountability, empathy, and continuous improvement
Recruit, hire, and onboard talent to support growth and scale
Design career paths, training programs, and leadership development for the CX team
Manage staffing, scheduling, and capacity planning to ensure optimal coverage across all channels (email, chat, phone, social)
Voice of the Customer (VoC) & Insights
Build and own a structured Voice of Customer program (feedback collection, tagging, reporting)
Translate customer insights into actionable recommendations across Product, Marketing, and Operations
Establish feedback loops that influence roadmap prioritization and business decisions
Customer Experience Strategy & Growth
Define and execute a forward-looking CX strategy aligned with brand, growth, and retention goals
Position CX as a driver of customer lifetime value (LTV), retention, and repeat purchase behavior
Partner with Growth/CRM teams to identify opportunities for upsell, cross-sell, and save strategies within customer interactions
Champion a customer-first culture across the organization
Operations, QA & Performance Management
Own CX performance metrics including CSAT, NPS, FRT, Resolution Time, Contact Rate, and Cost per Contact, with a focus on continuous improvement and efficiency at scale
Establish and manage quality assurance (QA) frameworks to ensure consistent service delivery
Develop scalable SOPs, escalation workflows, and operational playbooks
Lead capacity planning, staffing models, and workforce management across channels
Self-Service & Automation
Own and scale self-service strategy (Help Center, FAQs, AI/chatbots)
Drive contact deflection initiatives through proactive communication and automation
Identify opportunities to improve efficiency while enhancing customer satisfaction
Technology & Innovation
Oversee the CX technology stack (e.g., Gorgias, Aircall, AI tools)
Partner with Tech and Operations to build integrations, reporting dashboards, and automation capabilities
Continuously evaluate and implement tools that improve team productivity and customer experience
Cross-Functional Leadership
Act as the primary CX partner to Product, Operations, Marketing, and Fulfillment teams
Surface systemic issues impacting customers and drive cross-functional resolution
Influence company-wide decisions through customer insights and data
Vendor & Budget Management
Own relationships with BPO and outsourced support partners
Manage the CX budget including headcount planning, vendor contracts, and tooling investments
Optimize cost structure while maintaining high-quality service
Escalations & Crisis Management
Lead high-impact customer escalations and sensitive situations
Develop and execute playbooks for critical events (e.g., delays, recalls, service disruptions)
Ensure clear, proactive communication during customer-impacting incidents

Benefits

Complimentary chef prepared breakfast and lunch provided Monday - Thursday
Generous product gift program and all brand discounts
Growth opportunities within the Archipelago family of brands: OluKai, Kaenon, Melin, Roark
Company bonus program
5 year and 10 year Milestone Anniversary travel gifts
Medical, Dental, Vision insurance in accordance with plan guidelines
Company paid life insurance in accordance with plan guidelines
401k with employer match in accordance with plan guidelines
15 Days of PTO accrued annually, plus one additional day of PTO every year on your anniversary, and 3 Floating Holidays per year
Paid beach and giveback days, bi-annual team building events and other in-person celebrations
Work with talented and great people who share a love of the ocean lifestyle