Customer Experience Manager

Customer Experience & Relief ManagerLocation: Lehi, UT Department: Customer Experience / Operations Reports To: VP of OperationsRole OverviewThe Customer Experience Manager is responsible for designing, scaling, and optimizing the end-to-end customer journey in a consumer goods wellness company. This role blends operational rigor with customer empathy—building structured processes, defining measurable KPIs, and translating customer feedback into actionable insights for Product and Quality teams.You will lead a team of customer support agents, implement systems that drive efficiency and consistency, and ensure that the voice of the customer directly informs product improvements and business decisions.Key Responsibilities1. Customer Experience Strategy & OperationsDesign and implement scalable customer experience processes across all support channels (email, chat, phone, social).Establish service standards, workflows, and playbooks to ensure consistent, high-quality interactions.Identify friction points in the customer journey and implement solutions to improve satisfaction and retention.Partner cross-functionally with Operations, Supply Chain, and Marketing to align on customer expectations and delivery.2. KPI Definition & Performance ManagementDefine, track, and optimize key CX metrics, including:CSAT (Customer Satisfaction Score)NPS (Net Promoter Score)First Response Time (FRT)Resolution TimeContact Rate & DeflectionCustomer Effort Score (CES)Build dashboards and reporting frameworks to provide visibility into team performance and customer trends.Use data to identify coaching opportunities, operational inefficiencies, and areas for improvement.3. Team Leadership & DevelopmentHire, onboard, and develop a team of customer experience agents.Create a performance management system with clear expectations, QA standards, and regular feedback loops.Foster a customer-first culture grounded in empathy, accountability, and continuous improvement.Develop training programs to ensure product knowledge and brand alignment, especially in the wellness space.4. Customer Feedback Loop & InsightsBuild and operationalize a structured feedback loop between Customer Experience, Product, and Quality teams.Aggregate and analyze customer feedback from multiple sources (tickets, reviews, surveys, social).Identify recurring issues, product defects, and unmet customer needs.Present actionable insights and recommendations to Product and Quality teams to drive improvements.5. Process Improvement & SystemsEvaluate and implement CX tools and technologies (e.g., helpdesk platforms, CRM, knowledge bases).Develop SOPs and documentation to ensure scalability and consistency.Drive automation and self-service initiatives to improve efficiency and reduce contact volume.Qualifications5+ years of experience in Customer Experience, Customer Support, or Operations, preferably in consumer goods or wellness brands.Proven track record of building CX processes and defining KPIs from the ground up.Experience managing and developing support teams in a high-growth environment.Strong analytical skills with experience using data to drive decisions and improvements.Experience building cross-functional feedback loops with Product, Quality, and Operations teams.Familiarity with CX platforms (e.g., Redo, Zendesk, Gorgias, Salesforce Service Cloud) and reporting tools.Excellent communication skills with the ability to influence stakeholders across the organization.Preferred QualificationsExperience in DTC (direct-to-consumer) wellness or consumer packaged goods (CPG).Knowledge of regulatory considerations in wellness products Experience with Voice of Customer (VoC) programs and sentiment analysis tools.Success Metrics (First 6–12 Months)Establishment of baseline KPIs and reporting infrastructureMeasurable improvement in CSAT/NPSReduction in response and resolution timesImplementation of a formalized customer feedback loop with Product/QualityIncreased team productivity and quality scoresAt Chirp, our mission since 2015 has been to bring relief to as many people as possible through innovative products designed for everyday use. We are passionate about creating items that enhance people's lives, helping them enjoy their passions and quality time with loved ones. Our team at Chirp values adventure, collaboration, and building meaningful connections with both colleagues and customers. Driven by innovation, we strive to improve well-being through our unique and well-loved relief products.Among the many benefits our team members enjoy are:· Competitive salary· Paid time off· Health/Dental/Vision Insurance· 401K· Collaborative, creative, and growth-focused team environment. We are growing quickly, and you will have real opportunity to make a difference.