Senior Manager Customer Experience (On-Site)

Who We Are

Our team of innovators and visionaries is passionate about pushing the envelope and taking bold risks that inspire people to realize their beautiful potential. With our HQ in Dania Beach and our offices in California and Ohio, we’re constantly raising the bar and evolving to create a more diverse and cultivating work environment.

We develop our digital platforms and promote industry-leading products across online, mobile, social, and retail markets. Integra Beauty has created L’ange and OFIR two leading consumer goods brands that are paving the way for unlimited brand incubation. Our team is at the forefront of emerging trends and we are looking for like-minded individuals to continue growing our company.

About The Role

Reporting to the Senior Director of Fulfillment, the Senior Manager of Customer Experience will lead a team of Customer Experience agents and leverage cutting-edge AI and automated platform technologies to support, guide, and assist customers across our e-commerce and direct-to-consumer (DTC) beauty brands.

The successful candidate will set the strategy and vision for the department, seamlessly blending human touch with automated efficiency to build a world-class shopping experience for our DTC beauty community. The ideal candidate is a strategic self-starter and avid multi-tasker with proven experience scaling CX operations within high-growth DTC beauty, personal care, or retail e-commerce environments.

Duties And Responsibilities

• Evaluate, implement, and optimize AI platforms, chatbots, automated workflows, and self-service tools to improve resolution speed, reduce ticket deflection costs, and enhance personalized customer engagement.
• Leverage deep knowledge of DTC beauty and e-commerce consumer behavior to drive high satisfaction (CSAT), customer lifetime value (LTV), and brand loyalty.
• Track and manage business KPIs to achieve e-commerce channel growth goals including Net Revenue/Sales, Gross Margin, Traffic, Transactions, Conversion, CSAT, and First Contact Resolution (FCR).
• Drive team building, training, and retention. Establish a high bar for performance, mentor team members in modern CX/AI tools, and create a culture of accountability and excellence.
• Evaluate the efficiency of business procedures and customer service workflows according to organizational objectives and continuously apply process improvements.
• Actively support all efforts to simplify and enhance the omnichannel customer experience across web, mobile, and social touchpoints.
• Interact regularly with Senior Management and department/ company leaders to ensure that customer service priorities align with total company direction and fulfillment operations.
• Review and/or develop KPIs and customer analytics to identify high-priority opportunities and execute an aggressive CX and e-commerce roadmap strategy.
• Prepare forecasts of departmental costs, work demands, staffing, software/tool budgets, and resource allocation to meet financial objectives.

Qualifications

• 5+ years of customer service/customer experience experience, with a minimum of 3 years in a management or leadership role.
• Proven track record in e-commerce and Direct-to-Consumer (DTC) retail, with strong preference for experience in the beauty, personal care, or lifestyle sectors.
• Demonstrated experience managing or implementing customer support automation, AI platforms, conversational chatbots, and automated routing systems.
• Experience with Shopify Preferred.
• Bachelor's Degree and/or MBA is preferred.
• Strong familiarity with enterprise ticketing systems (Gladly, Gorgias or Zendesk preferred) and ERP systems (NetSuite is a plus).
• Understanding of basic order fulfillment processes for physical products
• Ability to thrive in an ambiguous, entrepreneurial environment that requires the ability to multi-task and implement high priority initiatives.
• Exceptional communication and time management skills.
• Ability to use web analytics, customer insights and knowledge of industry best practices to develop a compelling eCommerce product strategy

Preferred Qualifications

• Cross-functional leadership/project management experience
• Experience with presentations to senior leadership
• Ability to thrive in an ambiguous, entrepreneurial environment that requires the high initiative and ability to self-prioritize business tasks

Benefits

• Medical, Dental, Vision, Life Insurance
• 401k plan
• Additional Opt-In Insurances
• Vacation + Sick Time Pay
• L'ange Hair Product Stipend- a quarterly stipend to help you refresh your favorite L'ange products and also try new products!

Key Integra Competencies (All candidates are expected to demonstrate, regardless of role)

• Action Oriented
• Situational Adaptability
• Drives Results

Role-Specific Competencies to Emphasize

• Strategic Mindset
• Drives Vision & Purpose
• Builds Effective Teams
• Cultivates Innovation
• Customer Focus