Customer Experience Manager

Company DescriptionPropeller works at the intersection of culture and social impact, partnering with talent like Chappell Roan, Noah Kahan, and Sabrina Carpenter to run campaigns that turn fan engagement into action for nonprofits.We create opportunities where everyone wins: talent deepens connection with their audiences around causes they care about, fans get access to experiences and rewards, and nonprofits gain new supporters at scale.Role DescriptionWe're looking for a Customer Experience Manager to own how every person in our community experiences Propeller - from the first message they send us, to the moment they're selected as a winner and telling friends to join.You'll inherit a strong operational base: inbox tools, a defined reward fulfillment process, a winner coordination system, and a rapidly growing userbase of ~4M registered members. Your job is to take what already exists and turn it into something best-in-class. That means architecting tools to speed up response times, designing the winner journey as a brand moment people post about, building the Premier member experience so it feels deliberate and well-paced, and surfacing what fans and winners are telling us into insights the team can act on.You won't be managing a team. What you will have is real ownership. Everything you do will be in consultation with leadership, but the day-to-day calls are yours - navigating edge cases, fire drills, judgment calls on unique winner situations, and decisions about how the experience evolves all sit with you.This role is ideal for someone with 3-5 years in customer experience, customer success, support operations, hospitality, or event production who's ready to step up. You should already be living in tools like Claude, or ChatGPT, building workflows and automations that let you do the work of a much bigger team. We're looking for a builder who treats AI as a daily operating system, not an occasional helper. You'll get ownership early, work directly with the founders, and build the systems that help scale the company. If you're allergic to bureaucracy, calm when things are on fire, and curious about what makes someone fall in love with a brand, this is a strong opportunity.What You'll DoWinner ExperienceOwn the end-to-end winner journey: notification, onboarding, travel and accommodation, the night-of experience, and post-event follow-upDesign every touchpoint to feel personal, brand-aligned, and worth posting aboutCapture content and feedback from winners and feed it back into marketing and future campaignsBuild repeatable playbooks so each new winner experience runs smoothly without starting from scratchManage existing relationships with hotel, venue, and travel partners; surface new partnership opportunities for leadership to pursue and closeCustomer Support & OperationsOwn the support inbox and chatbot, with custom tools doing the heavy lifting on recurring questionsBuild and maintain the support knowledge base, response templates, and escalation logicTrack and report on resolution times, satisfaction signals, and recurring pain pointsManage rewards fulfillment end-to-end across digital and physical, including print-on-demand services, returns, and partner relationshipsHandle donation disputes, refund requests, sweepstakes surety bond filings, and edge cases with judgmentMake sure users receive the points they've earned for taking action off-platform and through affiliate offersPremier Member ExperienceOwn the Premier member experience: onboarding, milestones, surprise-and-delight moments, feedback loopsKeep the rewards pipeline fresh, working with leadership on any new partnership outreachBuild feedback systems that tell us how members are using Premier and what's workingCommunity IntelligenceSynthesize what fans, entrants, and winners are saying into insights for the teamSpot patterns and surface them unprompted: what's working, what's broken, what's an opportunityBring data and stories that inform campaign design, product, and brand decisionsWhat Success Looks LikeWinners post about their experience and tell friends; winning becomes one of Propeller's strongest marketing assetsThe support inbox runs mostly on its own, with the system handling recurring questions while you focus on edge casesLeadership hears about what fans and winners are experiencing through your insights, in the form of patterns and storiesPremier members have a deliberate, well-paced experience from day one, with a rewards pipeline that always has something new on offerEdge cases get handled fast and well, with sound judgment, without leadership stepping inThe team has clarity and confidence around the member experience because you've built systems instead of doing every task manuallyRequirementsFluent with AI tools as a daily multiplier (Claude, ChatGPT, Cursor, automation platforms). You build workflows, not just send prompts. You should be able to point to specific things you've shipped or automated.3+ years in customer experience, customer success, support operations, hospitality, event production, or a similar customer-facing role with real ownershipStrong written communication with a feel for brand voice, and the ability to make a templated reply still feel personalComfortable making decisions with incomplete information, calm in fire-drill mode, with a clear bias toward actionHighly organized, able to track many moving pieces (campaigns, winners, rewards, ongoing partner relationships) without dropping thingsGenuinely curious about people: what they want, what frustrates them, what would surprise and delight themConfident bringing ideas to the tableAvailable to work some nights and weekends to cover live events and winner fulfillmentCompensation$55,000 - $65,000 base salary, commensurate with experience.BenefitsHealth and dental benefits along with generous vacation and sick leave.LocationNashville, TN.Start DateJune 12, 2026. We're hiring on a tight timeline to overlap with the outgoing role and need someone who can start by this date.Propeller is an Equal Opportunity Employer and does not discriminate on the basis of race, color, ethnicity, national origin, sex, gender identity or expression, sexual orientation, disability, age, religion, marital or family status, or any other legally protected characteristic.We strongly encourage applications from individuals from historically marginalized communities. If you require assistance applying to this role, please contact jobs@propeller.la.