Senior Manager, Customer Experience

Senior Manager, Customer Experience Part-Time | 2 hrs/day | We’re hiring a hands-on, data-driven leader to own and scale our customer support function. This role is ideal for someone who has led in-house CS teams at a product-based company and has successfully implemented AI tools (chatbots, automation, AI-assisted support) to improve efficiency and CX.You’ll bring structure, accountability, and performance rigor transforming support into a high-performing, metrics-driven operation.What You’ll DoOwn CS operations, KPIs, and reporting Monitor calls/tickets daily to ensure quality and closure Build SOPs and scalable workflows Coach team to improve performance and autonomy Identify gaps and drive process improvements Implement and optimize AI tools to increase efficiency and reduce volume What We’re Looking For5+ years leading in-house customer support teams Experience in a product-based / DTC company Proven track record implementing AI in CS (chatbots, automation, etc.) Strong analytical and process-building mindset Hands-on, high-accountability operator