Consumer Experience Manager

 The Role 

The Manager, Consumer Experience leads a high-performing hybrid team of onsite and remote CX Representatives to deliver best-in-class service across every consumer interaction. This role is responsible for driving daily operations, ensuring service excellence, and maintaining alignment with GTI’s mission to create a seamless, positive experience for every consumer. 

You will foster a positive, high-performing environment that supports engagement, accountability, and professional growth. In addition to managing daily operations, this role oversees core department functions including staffing and scheduling, system management, call center reporting, training and QA, and ongoing employee development. The Manager will also play a key role in capturing and analyzing Voice of the Consumer (VOC) data, preparing weekly and monthly summaries to identify trends, measure service performance, and drive continuous improvement. 

This position partners closely with Retail, Accounting, IT, Operations, and Brand teams to strengthen collaboration, streamline communication, and ensure consistent service across all markets. 

Responsibilities 

• Lead daily CX Support operations, ensuring timely, accurate, and empathetic service across all consumer channels. 
• Oversee scheduling, staffing, QA, and training to maintain coverage, performance, and service excellence. 
• Serve as an escalation point for complex consumer situations and drive root-cause 
• Analyze VOC data and service trends to inform leadership and drive process improvements. 
• Track and analyze KPIs (SLA, CSAT, response time, resolution rate) to measure success and identify opportunities. 
• Maintain and update SOPs, FAQs, and training materials to ensure clarity and consistency. 
• Align CX Support strategies with broader Retail and Brand goals for a seamless consumer journey. 
• Collaborate with Retail, Operations, IT, Brand, Accounting to enhance communication and CX systems. 
• Recruit, coach, and develop team members through 1:1s, performance reviews, and ongoing feedback. 
• Support AU launches, new market transitions, and high-volume periods with flexibility and proactive planning. 

Qualifications 

• 5+ years of contact center or consumer experience operations leadership experience, preferably in a hybrid or multi-site environment. 
• Proven ability to lead, coach, and develop teams to meet or exceed performance goals. 
• Strong analytical skills with the ability to interpret KPIs, VOC data, and service metrics to drive improvements and business insights. 
• Proficiency in Microsoft Office, program management tools, and consumer service software solutions (e.g., FreshService, Reputation, Meltwater, CRM platforms). 
• Skilled in influencing and collaborating across cross-functional teams to align initiatives and drive operational consistency. 
• Excellent written and verbal communication skills; able to connect effectively at all levels, internally and externally. 
• Demonstrated ability to manage multiple priorities, make data-driven decisions, and deliver results in a fast-paced, time-sensitive environment. 
• Strong consumer-first mindset with exceptional follow-up, organization, and problem-resolution skills. 
• Illustrated Proven history of living GTI’s Behaviors: Consumer Focus, Collaborates, Values Differences, Adapts to Change, Business Insights and Drives Results. 

Additional Requirements 

• Must pass any and all required background checks  
• Must be and remain compliant with all legal or company regulations for working in the industry  
• Must possess valid driver’s license