Customer Experience Manager

Westin Furniture is building a customer experience function that can scale with our growth across DTC, major online marketplaces, big box, club, and emerging furniture and patio retail channels. We’re hiring a Customer Experience Manager to lead this transformation — someone who can take a small, capable team and build it into a high-performing, autonomous function that supports our retail partners (Wayfair, Amazon, Walmart.com, Target.com, HomeDepot.com, and others) and our DTC brands (WestinTrends.com, CostaElm.com) with consistency and speed.

This is not a backfill of a working-supervisor role. We need a builder: someone who designs the systems, defines the standards, and develops the people. You’ll inherit a team that needs structure, accountability, and a clear playbook — and you’ll have the authority and executive support to put those in place.

What You’ll Own

• A customer experience function that delivers measurably better outcomes across CSAT, response time, contact-per-order, escalation rate, and chargeback recovery
• A team culture grounded in clear expectations, reliable attendance, and continuous coaching
• The SOPs, tools, and reporting infrastructure that let the team operate autonomously and scale without proportional headcount growth
• Productive working relationships with Account Management, Warehousing (CA and GA), Operations, and Leadership

Key Responsibilities

Team Leadership & Coaching

• Lead, develop, and hold accountable a team of Customer Service Representatives supporting DTC, marketplace, and wholesale channels
• Run a structured coaching cadence: weekly 1:1s, ticket reviews, call/chat audits, and documented performance feedback
• Own attendance, scheduling, adherence, and time-and-attendance policy enforcement; build a team culture where reliability is the baseline expectation
• Design and execute cross-training across channels and ticket types so the team can flex with volume and absorb growth without service degradation
• Recruit, interview, onboard, and retain talent; build a bench for the next stage of growth

Process Mapping & SOP Development

• Map current-state workflows across the full customer and partner lifecycle (order, fulfillment, claims, returns, replacement parts, escalations) and identify breakpoints
• Design future-state processes that reduce handle time, eliminate rework, and improve first-contact resolution
• Build a library of user-friendly SOPs, macros, decision trees, and knowledge-base articles that are accessible, searchable, and actually used by the team
• Maintain SOPs as living documents with clear ownership, version control, and a regular review cadence

Customer Service Tool Management

• Serve as the functional owner of our CS tool stack: Zendesk, Sellercloud, retailer customer portals (Wayfair, Amazon Seller Central / Vendor Central, Walmart Seller Center, Target Plus, Home Depot, etc.), and EDI/API-driven workflows
• Optimize ticket routing, automations, macros, tagging, SLAs, and reporting inside Zendesk
• Partner with IT, BI, and Operations on tool selection, configuration changes, and integrations as the business grows
• Evaluate and recommend new tools (WFM, QA, voice, AI/automation) when the ROI is clear

KPI Reporting & Analytics

• Define, publish, and own the CX scorecard: CSAT, first response time, full resolution time, contact-per-order, escalation rate, claim cycle time, chargeback recovery, partner scorecard performance, and team-level productivity
• Produce weekly and monthly reporting that ties CX performance to operational and commercial outcomes; partner with our BI/Power BI initiative to feed dashboards
• Use the data to drive decisions: where to coach, where to fix process, where to push back on upstream issues (fulfillment, listing accuracy, packaging)

Cross-Functional Collaboration

• Partner closely with Account Management on retailer-specific service requirements, scorecards, and escalations
• Work with Warehousing (Ontario, CA and Midway, GA) on damage claims, replacements, and fulfillment-driven customer impact
• Coordinate with our China-based product and operations teams across time zones to resolve product issues, source replacement parts, and feed quality insights back upstream
• Provide structured voice-of-customer reporting to Leadership

Escalations & Partner Management

• Serve as the escalation point for sensitive customer issues and complex wholesale partner accounts
• Own retailer chargeback dispute processes and drive recovery
• Step into the queue when volume demands it — this is a leadership role, but not a remote-from-the-work one

Required Qualifications

• 3+ years leading customer service, CX, or contact-center teams in e-commerce, omnichannel retail, or consumer goods
• Hands-on experience supporting customer service across at least one major online marketplace (Amazon, Walmart, Wayfair, Target, Home Depot, or comparable)
• Demonstrated experience building or significantly improving SOPs, process documentation, or QA programs — not just maintaining existing ones
• Working proficiency with Zendesk (or comparable platforms like eDesk, Gorgias, Freshdesk), including configuring macros, automations, and reports
• Experience producing KPI reporting and using data to drive team performance; comfort with Excel and exposure to Power BI or similar BI tools
• Experience coordinating work across multiple time zones (domestic multi-site, offshore teams, or international partners)
• Track record of holding teams accountable on attendance, adherence, and performance standards in a structured way

Preferred Qualifications

• Experience in furniture, big-and-bulky, or other freight-heavy categories where damage claims, replacement parts, and LTL shipping are routine
• Exposure to multiple major marketplaces (Amazon, Walmart, Wayfair, Target, Home Depot)
• Familiarity with Sellercloud or comparable multi-channel order management platforms
• Working knowledge of EDI workflows and retailer compliance requirements
• Experience with workforce management tools and contact-center forecasting
• Background supporting both DTC and wholesale/big-box retail customer service

What Success Looks Like in Year One

• A documented, audited SOP library covering every major channel and workflow
• A published weekly CX scorecard that Leadership trusts and acts on
• Measurable improvements in CSAT, response time, and chargeback recovery
• A team that runs autonomously day-to-day, with attendance and performance no longer a recurring conversation
• A clear plan for scaling the function as we grow into furniture and patio stores, big box, and club channels

Compensation & Benefits

• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off
• In-office role at our Ontario, CA office

Pay: $70,000.00 - $85,000.00 per year