Ecommerce & Customer Experience Manager - Kayak Pools

Job Title: Ecommerce & Customer Experience Manager

Company: Kayak Pools

Location: 2000 Commerce Pkwy Lancaster NY 14086

Employment Type: Full-Time

Salary: $71,000+/yr

About the Role

Kayak Pools is seeking an experienced, highly organized, results-driven Ecommerce & Customer Experience Manager to lead and optimize our direct-to-consumer business. This role blends ecommerce strategy, hands-on customer support leadership, and ownership of our print catalog program. You’ll be responsible for driving online revenue, ensuring a seamless customer journey, expanding our product line into marketplaces (Amazon, eBay, Walmart) and managing one of our most important marketing assets: the Kayak Pools catalog.

Key Responsibilities

Ecommerce Management

• Manage and grow the Kayak Pools ecommerce platform and marketplaces, including product listings, pricing, promotions, and merchandising
• Optimize site performance, user experience, and conversion rates
• Collaborate with marketing on campaigns, landing pages, and seasonal promotions
• Monitor analytics and KPIs (conversion rate, AOV, traffic, revenue) and implement data-driven improvements
• Manage integrations with payment providers, shipping systems, and CRM tools

Customer Support Leadership

• Assist with all customer support channels (phone, email, chat, social)
• Build and refine processes to ensure fast, professional, and helpful responses
• Train and manage support staff or coordinate with outsourced teams
• Develop FAQs, help center content, and automated responses to improve efficiency

Print Catalog Management

• Assist with the strategy, development, and execution of the Kayak Pools print catalog
• Coordinate with internal teams and external vendors (designers, printers, mail houses)
• Ensure brand consistency and compelling product storytelling

Qualifications

• 5+ years of experience in ecommerce, preferably in a DTC or home improvement/product-based business
• Experience managing customer service operations or support teams
• Strong understanding of ecommerce platforms (Shopify, BigCommerce)
• Familiarity with print production and direct mail marketing is a strong plus
• Analytical mindset with experience using tools like Google Analytics or similar platforms
• Excellent project management, organizational, and communication skills

What Success Looks Like

• Increased ecommerce revenue and improved conversion rates
• Faster response times and higher customer satisfaction scores
• A high-performing, visually compelling print catalog that drives measurable sales
• Streamlined processes across ecommerce and customer support

Why Join Kayak Pools

• Be part of a well-established, growing brand with a strong legacy
• Opportunity to grow and shape a critical revenue channel
• Competitive compensation and benefits