Customer Experience Manager, Tech

As our Customer Experience (CX) Manager, Tech, you’ll manage the CX Expert, Tech team, which provides advanced technical support and warranty expertise to our dealers and riders. You’ll own team performance and keep operations running at their best. As a part of our Sales Operations team, your focus is simple: manage the team, drive operational excellence, and position Cannondale as a leader in customer support. You’ll handle warranty escalations, improve processes, and work closely with Product and Engineering to solve quality issues. For those who live and breathe bike tech, this role offers the opportunity to make a real impact on riders, how they interact with our innovative products, and the team behind them.

Note: This is not a remote position. This role is based at the Cannondale US HQ in Wilton, Connecticut.

How You'll Make an Impact:

• Manage performance, employee relations, and career development for our CX Expert, Tech team with the aim of providing best-in-class product and customer support
• Oversee hiring, disciplinary actions, and staffing decisions for both teams
• Accountable for our Factory Tech Room (FTR) operations, ensuring timely parts ordering, issue tracking, and turnaround goals are met
• Escalate warranty issues to Product Management and produce reports for Global QC meetings
• Provide supplemental support for phone inquiries, claim resolution, and FTR Tech coverage as needed
• Respond to dealer warranty and technical questions via phone and email
• Maintain up-to-date technical expertise on bicycle components and systems and act as technical resource for the broader NA Commercial team
• Foster a positive working environment and effective teamwork for a remote and hybrid team

What You Bring to the Table:

• High school diploma or equivalent with 2–4 years of experience in a customer service environment
• Experience managing a team and direct reports
• Strong technical understanding of bicycle systems
• Excellent record-keeping skills and attention to detail
• Proficient in Microsoft Word, Excel, and Outlook, with ability to learn other software
• Demonstrated problem-solving and decision-making skills
• Strong verbal, written, computer, and interpersonal skills
• Passion for bicycles and cycling
• Ability to adapt to change and evolving scenarios
• Maintain professional composure when working with external customers

What we offer: 

• Comprehensive Medical/Prescription/Dental/Vision plans 
• Hybrid work environment 
• Generous Paid Time Off Programs 
• Life & Disability Insurance 
• FSA/HSA/Dependent Care FSA 
• 401k and company match 
• Commuter Incentive Program 
• Volunteer Time Off 
• Voluntary benefits (critical illness, accident, and hospital indemnity insurances) 
• Great discounts on company products 
• Employee Wellness Program 
• EAP benefit 
• Parental Leave program 
• Access to group home and auto insurance 
• A mix of casual yet professional culture 

Want a closer look into what it's like to Come Ride With Us? Explore more of Cannondale on Instagram and LinkedIn.

About the organization 

As a proud member of the Pon Holdings family, Cannondale benefits from the strong foundation and extensive network of one of the Netherlands' largest family-owned businesses, as well as the largest bike portfolio in the world: Pon.Bike, including brands like Gazelle, Santa Cruz, Cervélo, Kalkhoff, Focus, Urban Arrow, Veloretti and Swapfiets. Being a part of Cannondale means being part of a dynamic and forward-thinking organization backed by the strength and stability of Pon Holdings.  

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cannondale we value a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, regardless of your gender or race, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Our DEI Mission Statement: At Cannondale, we are on a mission to inspire cycling for all. Whoever you were, are, or will be, you can find yourself here. Our diverse line-up of bikes reflects diverse voices, diverse communities, and diverse aspirations. We know the only way to foster that diversity is to foster inclusion in our perspectives. We are committed to not only seeking unique voices, but also cultivating, embracing, and channeling those of every member of the Cannondale community. We understand that doing so makes both our company and our products better. It’s why we want you to Come Ride With Us – because bikes belong to us all. 

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, sexual orientation, gender, gender identity, gender expression, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state or local laws. For additional information, please click here. We will endeavor to make a reasonable accommodation for the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for a role with or participate in the hiring process with the Company, please let us know. 

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