Customer Experience Manager

Customer Experience Manager

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.

At Visual Comfort, we believe exceptional customer experiences start with exceptional team experiences. The Customer Experience Manager is a people-first leader who inspires, develops, and serves their team creating an environment where people feel valued, supported, and set up to do their best work. This role partners cross-functionally to build operational excellence while championing a culture of trust, growth, and genuine care for both our team members and our customers.

The Customer Experience Manager will lead a team of Customer Experience Supervisors, Representatives, and adjacent roles not just managing performance but actively investing in the people behind it. This role will use data and insights as tools to coach and empower, not simply to measure.

Visual Comfort Offers:

• Work-Life Balance: Monday Friday, 8:00am 5:00pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first day of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How success is defined:

Leading & Developing People

• Build authentic, trusting relationships with your team through regular one-on-ones, meaningful feedback, and genuine recognition of both effort and achievement
• Coach and mentor team members with curiosity and patience, helping each person grow in confidence, capability, and career
• Create space for open communication where team members feel heard, respected, and safe to share ideas or concerns
• Lead with empathy and consistency being a steady, approachable presence the team can rely on through busy seasons and moments of change
• Champion individual development by understanding each person's goals and advocating for their growth within the organization
• Promote employee engagement and retention by cultivating a sense of purpose, belonging, and celebration within the team

Shaping a Positive Culture

• Lead by example demonstrating humility, accountability, and a solutions-oriented mindset every day
• Foster an inclusive, collaborative team environment where diverse perspectives are welcomed and successes are shared
• Plan meaningful team-building activities that strengthen connection and lift morale
• Lead through change with transparency and optimism, helping the team stay grounded, resilient, and confident
• Serve as a cultural ambassador within the broader organization, reinforcing Visual Comfort's values and contributing to a workplace that attracts and retains great talent

Supporting Operations & Customer Excellence

• Partner with the Training team to design and deliver thoughtful onboarding experiences and ongoing development opportunities for all team members
• Empower the team to deliver best-in-class customer experiences by reinforcing service standards and encouraging ownership, empathy, and accountability
• Use reporting tools and CRM insights (including Salesforce) to guide coaching conversations, identify opportunities, and celebrate team wins not just to track numbers
• Collaborate with leadership and cross-functional partners to identify process improvements that make work easier and more sustainable for the team
• Support staffing, scheduling, and daily call center operations with both efficiency and team wellbeing in mind
• Participate in the hiring process, helping identify candidates who align with our culture of service and care
• Conduct performance reviews as collaborative, forward-looking conversations focused on growth, goal-setting, and mutual success
• Resolve escalated customer issues with professionalism and calm, modeling the grace under pressure and inspiring the same in others

What you will bring:

• 2+ years of team leadership or management experience, ideally in a customer-facing environment
• 3+ years in Customer Experience (Sales & Service)
• 1-3 years in a Call Center environment
• 3+ years of Salesforce experience
• A genuine passion for people development and servant leadership
• Ability to lead and motivate others through encouragement, coaching, and example not just authority
• Strong emotional intelligence and interpersonal skills, with the ability to connect easily with a wide range of people and build relationships that are authentic and lasting
• Excellent verbal and written communication skills, with the ability to connect clearly and confidently across all levels of the organization
• Polished professional presentation and personal appearance consistent with a luxury brand standard; you take pride in representing Visual Comfort & Co. with elegance and poise.
• Exceptional organizational skills with strong attention to detail and the ability to manage competing priorities
• Professionalism and discretion when handling sensitive or confidential information
• Maturity in judgment and a flexible mindset; availability to work varied schedules, including weekends, early mornings, and late evenings as needed
• Bachelor's degree required

Compensation Range: $110,000 - $115,000

Compensation is based on individual factors, including skill set, relevant experience, and work location.

Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.

To be eligible for this role, you must be authorized to work in the United States. We do not offer any type of employment-based immigration sponsorship for this role.