Customer Experience Manager

Customer Experience Manager

Requirements

• 5+ years in DTC customer service or CX roles; startup or CPG preferred
• 2+ years managing direct reports or cross-functional vendors
• Experience with Gorgias or other major helpdesk platforms
• Strong writing skills and natural empathy for customers
• Ability to analyze trends and turn feedback into strategy
• Passion for delivering best-in-class consumer experiences

Responsibilities

• Oversee day-to-day customer service operations across all channels (email, chat, social, SMS, etc.)
• Build and maintain best-in-class helpdesk infrastructure and knowledge base
• Monitor response times, satisfaction scores, and resolution KPIs; implement training or tools to improve
• Transform customer feedback into insights to optimize product, site UX, and messaging
• Collaborate with DTC and CRM leads on retention and loyalty strategies
• Manage issue escalation and coordinate resolutions across teams
• Ensure all customer-facing communication is on-brand, clear, and helpful

Preferred Qualifications

• Ability to work collaboratively with multi-functional core teams and strong personalities
• Adapts and thrives in a demanding, fast-paced environment
• Operates with a high level of professionalism and integrity, including dealing with confidential information
• Must understand and comply with the rules, regulations, policies, and procedures of Green Thumb
• Must have a solid understanding and/or come to master Hemp compliance rules and regulations set forth by each State
• Must pass any and all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry