Manager of Customer Experience

Pair Eyewear is seeking a CX Manager to lead our team of all-star brand representatives across CX locations. In this role, you will help create an engaging and equitable work environment through setting team priorities, collaborating cross-functionally, and managing projects within your specific area of focus. Our ideal candidate is a natural leader who is excited to help scale our best-in-class service to consistently exceed our customer’s expectations with our unique eyeglasses as the company continues to grow. 

What You’ll Do:

• You will be responsible to review, implement and facilitate our Pair service model.  
• Support BPO leadership with meeting performance, quality and service goals.
• You will analyze individual and team performance and support the employee life cycle for Support Leads, Team Leads and Representatives.
• You will monitor key customer experience KPIs (i.e., CSAT, NPS, employee engagement score, and labor spend) to identify opportunities and growth paths.
• You will clearly communicate expectations, priorities, and responsibilities to your direct reports, creating a productive and engaged team of managers.
• You will develop strategies and projects that support the larger CX department’s objectives and goals.
• You will report pertinent team successes and learnings to leadership, cross-functional teammates, and external partners.
• You will establish solutions to issues facing your team so the department can more successfully scale.
• You will cultivate a deep knowledge of the company and the industry, identifying how the broader strategy influences the success of your team.

Who You Are: 

• You are an excellent communicator who’s able to clearly convey a team vision and motivate individuals to take action.
• You are an energetic, empathetic, and effective manager with the ability to coach and cultivate leadership skills among your direct reports.
• You are extremely organized and think creatively and strategically to solve problems.
• Have a strong sense of voice of the customer approach to customer engagement.
• A data inspired and results-oriented leader.

Need to Have: 

• 5+ years of contact center managerial level experience in a fast-paced, high-growth organization.
• 3+ years of direct/indirect BPO management oversight experience.
• Experienced leading projects and collaborating with others to achieve goals.
• Knowledgeable about the latest customer service technologies and systems including. 
• Zendesk/Gladly, Playvox/other WFM tools, Looker/Tableau, etc.
• Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE).

Nice to Have:

• Experience in training, quality, and knowledge management is a plus.

Some Benefits and Perks of Working At Pair:

• Medical, Vision, and Dental insurance
• Generous vacation policy
• Retirement savings plan options
• Free eyewear (plus discounts for family and friends)

At Pair, we carefully consider a wide range of factors when determining compensation. These considerations can cause your compensation to vary. The pay range for this position is expected to be between $90,000 - $110,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.