Customer Experience & Service Manager (m/f/d) at beyerdynamic in Melville, New York

Customer Experience & Service Manager

beyerdynamic is a leading manufacturer in the audio industry, recognized worldwide for high-quality headphones, microphones, and conference systems. Founded in Berlin in 1924, the company has a century-long tradition of audio innovation, craftsmanship, and products engineered and made in Germany. Our U.S. sales and marketing office is located in Farmingdale, New York. Team members work closely with colleagues and business partners across the Americas and Germany in a collaborative, international, and growth-oriented environment.

beyerdynamic Americas is seeking a Customer Experience & Service Manager to own the customer experience from initial contact through complete resolution. This position oversees service standards across phone, email, Zendesk, direct-to-consumer channels, and external partner handoffs. The manager will coordinate internal teams and service partners, manage complex escalations, administer Zendesk, monitor service performance, and improve warranty, returns, and technical-service processes. The successful candidate will bring structure, accountability, and continuous improvement to the entire service journey-even when portions of the work are performed by external partners or other internal departments. This is currently a management-level individual-contributor position with the potential to build and lead a team as the function grows. This is a hybrid, full-time position based in Farmingdale, New York, with limited flexibility to work from home. Candidates must be based in, or willing to relocate to, the New York Tri-State area and must be able to commute regularly to our Farmingdale, Long Island office. This position is not fully remote.

What You'll Own

• Customer Experience and Service Operations
• Zendesk Administration and Workflow Management
• Service-Partner Management
• Warranty, Returns, and Technical Service
• Service Analytics and Product-Quality Feedback
• Service Parts and Knowledge Management

What You'll Bring

• Required Qualifications
• Preferred Qualifications
• Leadership Qualities

Compensation & Benefits:

• The anticipated base salary range for this position is $95,000-$105,000 annually. The final offer will be based on the selected candidate's relevant experience, qualifications, skills, and internal equity.
• Other benefits: Health, Dental, 401k, PTO, employee-discounts, and more.