Global Customer Experience Manager

Position Overview

The Global Customer Experience Manager is responsible for overseeing day-to-day customer service operations across retail, e-commerce, and wholesale while ensuring a consistent, high-quality experience at every customer touchpoint. This role supports the execution of the company’s customer experience strategy by supervising workflows, coaching the team, resolving escalated issues, and partnering cross-functionally to improve service, efficiency, and customer satisfaction. This role is responsible for owning the day-to-day execution of customer experience operations and ensuring service standards are consistently met across all channels.

Key Responsibilities

Team Leadership & Daily Operations

• Supervise daily customer experience operations across channels to ensure timely, accurate, and elevated service.
• Implement and maintain processes, policies, and service standards that support growth and reinforce the brand experience.
• Coach and support the Customer Experience team to deliver professional, empathetic, and solution-oriented service.

Cross-Functional Partnership

• Partner closely with E-commerce, Retail, Operations, and Wholesale teams to support a seamless customer journey.
• Coordinate with International Sales and Customer Service teams to maintain consistent service standards, streamline communication, and support shared wholesale accounts.
• Work with Finance on customer terms, collections, credit approvals, and account reconciliation to support healthy account management and strong cross-department alignment.
• Escalate recurring issues, customer trends, and operational friction points to leadership and drive follow-up actions.

Service Operations & Systems

• Oversee day-to-day use of customer communication tools and platforms, which may include email, ticketing, and CRM systems.
• Identify opportunities to improve workflows, reduce response times, and increase efficiency while maintaining a high-touch customer experience.
• Track key service metrics such as response time, satisfaction, retention, and issue resolution, and report on trends and opportunities for improvement.

Global Coordination

• Coordinate with the international customer service team and partner with the International Sales Director on process alignment, customer standards, and shared account communication.
• Ensure domestic workflows integrate smoothly with global operations and that customer communication remains clear and consistent across regions.

Customer Retention & Feedback

• Manage programs and initiatives that encourage increased sales, lowered returns, improved product knowledge, repeat engagement, reviews, and referrals.
• Monitor customer feedback and service trends to proactively identify recurring issues and recommend practical solutions.

Flexibility & Adaptability

• Support new projects, systems, or initiatives that enhance the overall customer journey and improve team effectiveness.
• Perform other duties and special projects as assigned as workflows evolve.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift up to 15 pounds as needed.
• Must be able to navigate all areas of the organization's facilities.

Garrett Leight California Optical provides equal employment opportunities and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. The statements above are intended to describe the general nature of the work and should not be construed as an exhaustive list of responsibilities, duties, and skills required to perform the role successfully.

Location: Downtown Los Angeles, CA

Employment Type: Full-Time, Hybrid (3 days in office)

Pay Range: The expected base pay range for this role is $75,000-$80,000 annually. Actual compensation may vary based on experience, skills, and qualifications.