Consumer Experience Sr Manager

Description

  More than a decade ago, Ledge introduced America to the first-in pool chaise and modern design forward furniture for a more compelling outdoor living experience. Today the award-winning brand is recognized as the in-pool and poolside leader, adopted by discerning homeowners and five star resort and residential properties around the world.

Our continued success is very much a consequence of our team members, the Ledge culture of collaboration and innovation, and our unwavering belief in the importance of design distinction in everything we do.

At Ledge, we believe outdoor spaces are not just extensions of the home—they're living works of art. As pioneers in the premium in-pool and poolside product design space, our mission is simple yet powerful: to help our customers manifest their identity by elevating their approach to outdoor living.

Role Overview

The Customer Experience Senior Manager leads the day-to-day execution and continuous improvement of our omnichannel direct-to-customer support function. This role is accountable for leading a team of high-performing customer support representatives who seek to deliver a consistent five-star customer experience through their interactions via phone, email and chat. This role is responsible for building the operating foundation required to scale the CX operating plan, customer journey narrative, KPI system, coaching/QA cadence, and cross-functional feedback loops.

This leader partners closely with E-commerce, Marketing, Sales, Operations/Fulfillment, and Finance to improve the consumer browsing and purchasing experience, reduce friction, and translate customer insights into measurable business impact. The Customer Experience Supervisor also owns performance reporting and will present key CX metrics, trends, and recommended actions in weekly executive team meetings.

Key Responsibilities

1) Lead a High-Performing CX Team

• Supervise, coach, and develop a team of 5-8 Customer and Senior Customer Support Representative; set clear expectations and reinforce brand standards.
• Drive performance across response time, resolution time, accuracy, tone, customer sale and satisfaction. 
• Manage escalations and exceptions with empathy, urgency, and strong judgment.
• Identify opportunities to provide exceptional service and build brand-loyal customers through upsell and cross-category product attachment. 

2) Build the CX Operating Plan

• Develop and maintain the Customer Experience operating plan, including staffing approach, queue/coverage strategy, SOPs, escalation paths, returns process, QA standards, and continuous improvement cadence.
• Establish team operating routines (daily/weekly) that ensure visibility, accountability, and fast resolution. 

3) Optimize the Customer Journey 

• Define, document, and continuously optimize the end-to-end customer journey.
• Identify friction points and lead improvement initiatives; especially related to the website experience, self-service content, browsing behaviors, purchasing and fulfillment.
• Build closed-loop feedback processes so recurring issues result in systemic fixes
• Lead and manage customer returns and credit processes with focus on customer retention, satisfaction and overall company-wide performance. 
• Monitor and identify opportunities to better support customers based on their entry-point with Ledge (website chat, forms, email, phone, social media, etc)

4) KPI System, Reporting, and Executive Communication

• Build and manage department KPIs and individual rep scorecards; create dashboards that drive action.
• Track and improve performance across metrics such as:
• First response time (by channel)
• Time to resolution
• First contact resolution
• CSAT/NPS (or equivalent)
• Escalation rate
• Returns, credits and discounts 
• Order attachment rate 
• QA scores and adherence to standards
• Present weekly CX performance in executive meetings: insights, risks, root causes, and recommendations.
   

5) Cross-Functional Partnership and Business Acumen

• Partner with teams across the organization including ecommerce, marketing, sales, and operations to ensure a seamless customer experience and faster issue resolution.
• Understand and manage company financial goals and key levers (conversion, returns, margin sensitivity), recommending CX strategies that support growth and efficiency. 

Requirements

•  5+ years in customer experience/customer support, including 2+ years in a lead or supervisory capacity.
• Experience supporting a multi-channel environment (phone/chat/email) with demonstrated ability to manage volume and SLAs.
• Proven ability to implement or run an operating cadence: SOPs, QA, coaching routines, KPI tracking, and process improvement.
• Strong communication and leadership skills; comfortable presenting performance insights to senior leaders.
• Proficiency with CX systems/CRMs and strong comfort with reporting/dashboards.
• Experience in luxury goods, furniture, premium retail, or design-forward brands.
• Experience with NetSuite, HubSpot, Shopify, DialPad, marketplaces (including Amazon, Costco, and others)
  
   

At Ledge, we value diversity and inclusion and are committed to providing equal employment opportunities to all individuals. We offer a competitive salary, benefits package, and the opportunity to work with a dynamic team in a positive and supportive work environment.