Customer Experience & Service Manager (m/f/d) at beyerdynamic in bethpage, 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:

• Establish and maintain customer-service standards across phone, email, Zendesk, direct-to-consumer channels, and partner handoffs.
• Monitor customer satisfaction, response times, resolution quality, repeat contacts, and recurring customer friction.
• Take ownership of high-risk, executive, dealer, marketplace, and other complex escalations through complete resolution.
• Coordinate customer-impacting issues involving orders, dealers, marketplaces, fulfillment, returns, warranties, and product quality.

• Administer Zendesk users, permissions, queues, categories, macros, automations, dashboards, and reporting.
• Triage and route incoming tickets among internal teams and external service partners.
• Maintain clear ownership and escalation rules so customer issues do not fall between teams.
• Audit ticket quality, backlog, aging, and SLA performance.
• Improve workflows as service volume, products, and customer channels evolve.

• Manage day-to-day relationships with external customer-care, fulfillment, warranty, and technical-service partners.
• Establish service-level agreements, escalation paths, operating reviews, performance reporting, and corrective-action plans.
• Ensure service partners have current product information, policies, training, tools, and system access.
• Hold partners accountable for responsiveness, service quality, documentation, and customer outcomes.

• Coordinate warranty claims, troubleshooting, return evaluations, product diagnostics, and failure investigations.
• Develop consistent RMA and repair-versus-replacement practices in partnership with Finance and Operations.
• Escalate unresolved technical, product-quality, or policy matters to Product Management, Quality, and Germany-based teams with complete supporting documentation.
• Identify opportunities to reduce unnecessary returns, repeat contacts, service delays, and customer effort.

• Track warranty claims, return reasons, failure trends, serial numbers, repeat contacts, B-stock, and service-cost drivers.
• Prepare concise monthly performance reporting for Americas leadership and global stakeholders.
• Translate service data into product feedback, process improvements, training needs, and corrective actions.
• Monitor key performance indicators, including first-response time, time to resolution, CSAT, ticket aging, backlog, SLA compliance, warranty turnaround, return rates, and escalation resolution.

• Maintain visibility into replacement-parts availability, demand, open requirements, and replenishment priorities.
• Coordinate with Operations and service partners to minimize repair delays caused by parts availability.
• Develop and maintain service SOPs, FAQs, warranty policies, escalation playbooks, troubleshooting guides, and knowledge-base content.
• Document clear ownership and handoffs across customer intake, transactional service, technical support, fulfillment, returns, and quality escalation.

What You'll Bring:

• Five or more years of progressive experience in customer service, service operations, technical support, warranty administration, or a related function.
• Hands-on experience with a customer-service or ticketing platform; Zendesk experience is strongly preferred.
• Demonstrated ability to manage vendors, service partners, escalations, SLAs, and cross-functional workflows.
• Strong analytical and reporting skills, with the ability to identify patterns and turn service data into practical improvements.
• Excellent written and verbal communication skills.
• Strong process-documentation, organizational, and problem-solving abilities.
• Ability to influence stakeholders and deliver results without relying on direct authority.
• Willingness and ability to commute regularly to the Farmingdale office.

• Experience in consumer electronics, professional audio, durable goods, or another warranty-intensive product category.
• Experience with warranties, returns, technical service, diagnostics, or replacement-parts coordination.
• Experience supporting major marketplaces or national retailers such as Amazon, Walmart, Best Buy, or Macy's.
• Familiarity with ERP, EDI, order-processing, fulfillment, and invoicing workflows; Sage experience is a plus.
• Advanced Excel, Power BI, or comparable reporting skills.
• Bachelor's degree in business, communications, operations, or a related field-or equivalent professional experience.

• Customer-first judgment
• Ownership and follow-through
• Vendor and partner management
• Process improvement
• Data-driven decision-making
• Conflict resolution
• Cross-functional influence
• Clear and concise communication

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.