Customer Experience Manager

Who we are:Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.At Visual Comfort, we believe exceptional customer experiences start with exceptional team experiences. The Customer Experience Manager is a people-first leader who inspires, develops, and serves their team - creating an environment where people feel valued, supported, and set up to do their best work. This role partners cross-functionally to build operational excellence while championing a culture of trust, growth, and genuine care for both our team members and our customers.The Customer Experience Manager will lead a team of Customer Experience Supervisors, Representatives, and adjacent roles - not just managing performance but actively investing in the people behind it. This role will use data and insights as tools to coach and empower, not simply to measure.Visual Comfort Offers:Work-Life Balance: Monday - Friday, 8:00am - 5:00pmTraining & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.Paid Time Off: Generous vacation accrual and paid time off policies.Holidays: 7 paid holidays per year, in addition to 2 floating holidays.Compensation: Competitive compensation planHealth Benefits: Visual Comfort pays the majority of employees medical, vision, and dental coverage, available starting the first of the month following your start date.Insurance: Company-provided life insurance and short-term disability coverage.Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.How success is defined:Leading & Developing PeopleBuild authentic, trusting relationships with your team through regular one-on-ones, meaningful feedback, and genuine recognition of both effort and achievementCoach and mentor team members with curiosity and patience, helping each person grow in confidence, capability, and careerCreate space for open communication where team members feel heard, respected, and safe to share ideas or concernsLead with empathy and consistency - being a steady, approachable presence the team can rely on through busy seasons and moments of changeChampion individual development by understanding each person's goals and advocating for their growth within the organizationPromote employee engagement and retention by cultivating a sense of purpose, belonging, and celebration within the teamShaping a Positive CultureLead by example - demonstrating humility, accountability, and a solutions-oriented mindset every dayFoster an inclusive, collaborative team environment where diverse perspectives are welcomed and successes are sharedPlan meaningful team-building activities that strengthen connection and lift moraleLead through change with transparency and optimism, helping the team stay grounded, resilient, and confidentServe as a cultural ambassador within the broader organization, reinforcing Visual Comfort's values and contributing to a workplace that attracts and retains great talentSupporting Operations & Customer ExcellencePartner with the Training team to design and deliver thoughtful onboarding experiences and ongoing development opportunities for all team membersEmpower the team to deliver best-in-class customer experiences by reinforcing service standards and encouraging ownership, empathy, and accountabilityUse reporting tools and CRM insights (including Salesforce) to guide coaching conversations, identify opportunities, and celebrate team wins - not just to track numbersCollaborate with leadership and cross-functional partners to identify process improvements that make work easier and more sustainable for the teamSupport staffing, scheduling, and daily call center operations with both efficiency and team wellbeing in mindParticipate in the hiring process, helping identify candidates who align with our culture of service and careConduct performance reviews as collaborative, forward-looking conversations focused on growth, goal-setting, and mutual successResolve escalated customer issues with professionalism and calm, modeling the grace under pressure and inspiring the same in othersWhat you will bring:2+ years of team leadership or management experience, ideally in a customer-facing environment3+ years in Customer Experience (Sales & Service)1-3 years in a Call Center environment3+ years of Salesforce experienceA genuine passion for people development and servant leadershipAbility to lead and motivate others through encouragement, coaching, and example - not just authorityStrong emotional intelligence and interpersonal skills, with the ability to connect easily with a wide range of people and build relationships that are authentic and lastingExcellent verbal and written communication skills, with the ability to connect clearly and confidently across all levels of the organizationPolished professional presentation and personal appearance consistent with a luxury brand standard; you take pride in representing Visual Comfort & Co. with elegance and poise.Exceptional organizational skills with strong attention to detail and the ability to manage competing prioritiesProfessionalism and discretion when handling sensitive or confidential informationMaturity in judgment and a flexible mindset; availability to work varied schedules, including weekends, early mornings, and late evenings as neededBachelor's degree requiredCompensation Range: $100,000 - $110,000#LI-OnsiteQualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.