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Customer Experience Manager
| Company | Green Thumb Industries |
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| Location | Chicago, IL, USA |
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| Salary | $70000 – $90000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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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
