Description
Who We Are
At Rhone, we cultivate a work culture that is empowering and rooted in our core values. We are gritty, approaching challenges with resilience and determination. We are responsible, holding ourselves accountable to each other and the work we do. We strive for excellence, pushing boundaries to deliver our best every day. We remain authentic, embracing honesty, humility, and individuality. And above all, we are team centered, knowing that true success comes from collaboration and shared purpose.
What Does The Job Entail
We’re looking for a people-first Customer Experience Manager to lead our CX team and help shape how Rhone shows up for customers every day. This role combines team leadership, operational ownership, and cross-functional collaboration to ensure our support experience is efficient, consistent, and aligned with the brand.
You will manage a team of internal CX agents and collaborate closely with external BPO partners who support extended coverage across channels, drive operational improvements across support workflows, and partner closely with teams across the business to bring the voice of the customer into key decisions.
This role reports to the Director of Customer Experience and plays an important role in scaling and maturing the CX function.
What You’ll Do
Team Leadership & Performance Management
- Lead, coach, and develop a team of CX agents while building a culture of accountability, ownership, and growth.
- Manage the full performance cycle including goal setting, feedback, performance reviews, and corrective action when needed.
- Run structured 1:1s focused on both day-to-day execution and long-term development.
- Maintain clear performance and accountability standards across the team, including schedule adherence and role expectations.
- Partner with the Director of CX and People team on hiring and onboarding, ensuring new team members ramp quickly and successfully.
Operational Execution & Process Improvement
- Own day-to-day CX operations, ensuring workflows, policies, and internal documentation support consistent and efficient support.
- Identify operational gaps and drive process improvements that reduce friction for both customers and agents.
- Monitor key metrics, escalation trends, and customer feedback to surface improvement opportunities.
- Manage the escalation framework and approve complex cases that fall outside documented policies.
- Identify opportunities for automation and improved tooling across support workflows.
- Partner with leadership to evaluate and implement new CX technologies, including AI-powered support tools.
- Oversee macro strategy and development, with long-term ownership transitioning to senior agent process owners as the team evolves.
- Partner with Product, Operations, Marketing, Retail, and other teams to share customer insights and improve the end-to-end experience.
- Contribute to Voice of Customer initiatives, including survey programs and feedback analysis.
- Identify opportunities to reduce friction across the purchase and post-purchase journey.
Knowledge Management & Enablement
- Ensure alignment between internal SOPs and the customer-facing Help Center so both remain accurate and up to date.
- Identify when policy updates or recurring issues require Help Center updates and manage content reviews in partnership with cross-functional teams.
- Monitor Help Center effectiveness and identify opportunities to improve self-service and reduce inbound volume.
- Partner with the Training to ensure training programs reflect current processes and operational priorities.
Workforce & Partner Management
- Support workforce planning and scheduling to ensure appropriate coverage for business needs.
- Manage relationships with BPO and vendor partners, ensuring alignment on quality standards, productivity expectations, and escalation protocols.
- Monitor BPO performance against agreed metrics and drive corrective actions when standards are not met.
Customer Insights, Quality & Cross-Functional Collaboration
- Oversee the CX quality program in partnership with the QA Coordinator to ensure consistency and continuous improvement.
- Own CX performance reporting, including CSAT and NPS, identifying trends and sharing insights with leadership.
- Partner with Product, Operations, Marketing, Retail, and other teams to share customer insights and improve the end-to-end experience.
- Contribute to Voice of Customer initiatives, including survey programs and feedback analysis.
- Identify opportunities to reduce friction across the purchase and post-purchase journey.
What You’ll Bring
- 5+ years in customer experience or support roles, including at least 2 years managing people.
- Experience working in a fast-paced DTC e-commerce environment in consumer brands or retail.
- Hands-on experience with CX platforms such as Kustomer, Gladly, or Zendesk, along with Shopify and post-purchase tools like Loop.
- Solid understanding of CX KPIs, including NPS, CSAT, and CES.
- Familiarity managing BPO partnerships and working with quality assurance frameworks.
- Proficiency in Excel or Google Sheets, including pivot tables and data visualization.
Skills & Mindset
- Strong people leader who builds trust, holds teams accountable, and develops talent.
- Operational thinker who builds scalable processes and closes gaps quickly.
- Calm and decisive in high-pressure situations.
- Clear communicator across teams and leadership levels.
- Curious and resourceful with a bias toward action.
- Data-informed and comfortable using metrics to guide decisions.
- Comfortable working with emerging CX technologies, including AI-powered tools.
What You’ll Get
- Competitive compensation
- Health, dental, vision, and ancillary benefits
- 401(k) with company incentive savings plan
- 10 company holidays annually
- Discretionary time off policy
- Career growth and advancement opportunities
- Clothing discount plus semi-annual gift card allotment
Our Commitment
Rhone Apparel, Inc is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, gender identity, age, national origin, disability, veteran status, or any other protected characteristic under applicable law. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.