Manager of CX Support

Title: Manager of Customer Service, eComm

Department: eCommerce

Reports To: VP of Digital

Location: Hybrid or Remote

Position Overview

The Manager, Customer Experience – eCommerce is a strategic and operational leader responsible for elevating the end-to-end customer journey across all ecommerce touchpoints. This role provides senior‑level oversight of the CX team, manages complex escalations, and drives cross‑functional initiatives that improve service quality, operational efficiency, and brand loyalty. Reporting directly to the VP of Digital, this leader serves as a key liaison between CX and cross‑functional partners, ensuring customer insights inform business decisions and that service standards align with brand expectations.

Key Responsibilities

Strategic Leadership & Ownership

• Lead and develop the Ecommerce CX team, establishing clear performance expectations, account...