Sr Manager, Customer Experience (CX)

Position: Senior Manager, Customer Experience

Location: New York, NY (on-site 2 days a week)

Compensation: $110,000 - $150,000 + bonus

A fast-growing DTC apparel brand is looking for a CX leader who's equally comfortable in the weeds and in the boardroom. You'll own the full customer experience function — not just manage it. That means the metrics, the team, the tech stack, the vendor relationships, and the seat at the table when product, ops, and marketing are making decisions that affect customers.

This is a role for someone who finds genuine satisfaction in a well-run support operation and knows how to translate what customers are saying into something the business can act on.

The Scope

You'll inherit a lean structure — one internal lead and an offshore team — with the expectation that you'll shape it into something more effective and scalable. On any given week that might mean digging into ticket trends, renegotiating a BPO contract, presenting a CSAT deep-dive to leadership, or building out a forecasting model ahead of a high-volume season. The role sits at the intersection of operations, analytics, and cross-functional influence.

Core ownership

• SLAs, QA, staffing, and day-to-day operational performance
• CX metrics — CSAT/NPS, ticket-to-order ratio, cost as a percentage of revenue
• Tooling and systems roadmap, including automation opportunities
• Vendor selection, management, and contract negotiations
• Capacity planning and forecasting
• Hiring, coaching, and org design for a distributed team
• Insights reporting and a regular cadence of recommendations that actually get adopted cross-functionally

Who Will Thrive Here

• 4–5+ years in CX or customer support at an ecommerce company, ideally in a high-growth environment with thousands of SKUs (this company hovers around 3,000 - 5,000 SKUs)
• You've owned metrics before — not just reported on them, but driven improvement against them
• Hands-on experience with CX platforms like Gorgias, Zendesk, or similar ticketing and workforce management tools
• You know how to influence product, ops, and marketing teams even when you don't have direct authority over them
• Experience implementing or training AI-powered CX tools is a huge plus
• You bring structure to ambiguous situations rather than waiting for someone else to define the problem
• Prefer someone with a background in managing BPO or offshore support teams
• You're a direct communicator with a strong ownership mentality

It is understood that Hansen Recruiting, LLC recruits and refers candidates, regardless of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information or any other legally-recognized protected basis under federal, state, or local laws, regulations or ordinances.