Customer Experience Operations Manager

Job Description

At WMP Eyewear, we believe quality eyewear shouldn’t be exclusive to designer labels. That’s why we’re dedicated to creating high-quality, durable, fashionable, and affordable eyewear that is accessible to everyone. Each product we offer is (W)orn and (M)ade with (P)urpose.

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WMP began as a big dream in a small Chicago apartment in 2011 and has grown into one of Inc. 5000's Fastest Growing Companies. As an independently owned brand based in Scottsdale, Arizona, we consistently offer high-quality eyewear at prices that outperform the competition. We’re also committed to giving back to our community, donating a portion of every eyewear purchase to animals in need.

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WMP Eyewear is looking for a proactive, highly organized Customer Experience Operations Manager to lead our customer support team and improve the customer journey across every touchpoint.

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This is not solely a ticket-management role. We are looking for an operational leader who can identify recurring customer issues, uncover their root causes, and partner across the business to implement solutions. This person will serve as the voice of the customer and help us reduce friction, improve efficiency, and deliver an exceptional experience across Shopify, Amazon, TikTok Shop, Retail, and Prescription Eyewear.

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Remote USA only, excluding CA and New York

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What You’ll Own

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• Lead daily support operations for 2-3 csr representatives, including coaching, quality assurance, escalations, and coverage, while owning ongoing improvements to support systems and processes.
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• Establish and monitor KPIs including response time, resolution time, CSAT, backlog, escalation rate, AI resolution rate, and customer reviews.
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• Optimize Yuma AI, automation workflows, self-service tools, and the customer-facing knowledge base.
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• Ensure the support team and AI systems are fully prepared for product launches, promotions, policy changes, and seasonal campaigns.
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• Monitor customer reviews, ticket trends, returns, and product feedback to identify recurring issues and improvement opportunities.
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• Partner with Product, Warehouse, Operations, RX, Lifecycle Marketing, Returns, and Retail to resolve customer pain points.
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• Improve the prescription eyewear experience by reducing confusion, strengthening communication, and coordinating with RX lab partners.
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• Track customer-reported quality concerns by product, SKU, collection, vendor, or manufacturing batch.
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• Lead ticket-reduction projects, including FAQ updates, website improvements, proactive customer communication, and policy clarification.
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• Support retail and promotional readiness for major events, holidays, and sales periods.
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• Maintain visibility into CX initiatives, owners, deadlines, progress, and expected business impact.
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• Present a monthly Customer Experience Operations Review to leadership with key findings, actions, and recommendations.
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What We’re Looking For

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• Experience managing customer support, customer experience, or service operations in a fast-growing ecommerce or retail business.
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• Strong people-management, coaching, and quality-assurance skills.
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• Experience with customer support platforms, AI tools, automation, reporting, and knowledge-base management.
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• Strong analytical and problem-solving abilities.
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• Comfortable working cross-functionally and holding projects accountable through completion.
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• Excellent written and verbal communication skills.
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• Highly proactive, organized, and able to operate without constant direction.
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• Experience with Shopify, Amazon, TikTok Shop, prescription eyewear, or omnichannel retail is a plus.
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What Success Looks Like

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• Fewer preventable customer contacts and escalations.
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• Improved CSAT, response times, resolution times, and customer reviews.
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• Increased AI resolution and self-service rates.
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• Reduced returns and recurring product complaints.
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• Better launch readiness and product education.
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• Stronger coordination across Support, Warehouse, RX, Product, Marketing, and Retail.
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• Clear, measurable ownership of customer experience improvements.
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• Most importantly, this person identifies and solves problems before leadership has to ask. They take ownership of the complete customer journey and continuously improve the systems behind it.
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Why Join Us?

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• Competitive base salary $70,000-$85,000
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• Comprehensive health insurance (Dental/Vision Company Paid)
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• PTO + Holidays & Perks
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• Opportunities for career growth and development - we're growing very quickly!
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We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, veteran status, and any other status.

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We are proud to be an Equal Opportunity Employer. If you have a disability or special need that requires accommodation, please let us know.