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Customer Experience Operations Manager Jobs (NOW HIRING)

Employbridge

Operations Manager

Hiram, GA · On-site

Operations Manager - 1st Shift (Fulfillment Operations) Location: Atlanta, GA Job Type: Full-Time ... customer experience, improving order accuracy, and implementing best practices throughout warehouse ...

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Stord, Inc.

Manager, Customer Experience

Reno, NV · On-site

The Manager, Customer Experience at Stord plays a crucial role in leading the customer experience team, which is central to our operational efficiency and customer satisfaction. This position ...

Stord

Manager, Customer Experience

Reno, NV

The Manager, Customer Experience at Stord plays a crucial role in leading the customer experience team, which is central to our operational efficiency and customer satisfaction. This position ...

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Customer Experience Operations Manager information

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$44.5K

$123.7K

$135.5K

How much do customer experience operations manager jobs pay per year?

As of Jul 17, 2026, the average yearly pay for customer experience operations manager in the United States is $123,678.00, according to ZipRecruiter salary data. Most workers in this role earn between $134,000.00 and $134,000.00 per year, depending on experience, location, and employer.

How does a Customer Experience Operations Manager typically collaborate with other departments to improve the customer journey?

A Customer Experience Operations Manager regularly works cross-functionally with teams such as product development, marketing, sales, and customer support to identify pain points and streamline processes impacting the customer journey. They often facilitate meetings, analyze feedback, and coordinate initiatives that align customer needs with business objectives. Effective collaboration ensures a unified approach to delivering consistent and high-quality experiences at every customer touchpoint, making relationship-building and strong communication skills essential in this role.

How much does a customer experience manager earn?

A customer experience operations manager typically earns between $70,000 and $120,000 annually, depending on experience, location, and company size. Salaries can vary based on industry, certifications, and the complexity of customer service operations managed.

What is the highest paying job in customer service?

The highest paying roles in customer service are often senior management positions such as Customer Experience Director or Vice President of Customer Service, which can earn six-figure salaries. These roles typically require extensive experience, leadership skills, and knowledge of customer relationship management tools and strategies.

What is a customer experience operations manager?

A customer experience operations manager oversees the processes and systems that ensure positive interactions between a company and its customers. They analyze customer feedback, implement improvements, and coordinate cross-functional teams to enhance service quality, often using tools like CRM software and data analytics. Strong leadership, communication skills, and understanding of customer service metrics are essential for this role.

What does a customer operations manager do?

A customer experience operations manager oversees the processes and systems that support customer interactions, ensuring efficient service delivery and satisfaction. They analyze customer data, coordinate cross-functional teams, and implement improvements using tools like CRM software to enhance overall customer experience.

What is the difference between Customer Experience Operations Manager vs Customer Service Manager?

AspectCustomer Experience Operations ManagerCustomer Service Manager
Primary FocusOptimizing overall customer experience and operational efficiencyManaging customer service teams and resolving customer issues
Required SkillsData analysis, process improvement, cross-department coordinationTeam leadership, communication, conflict resolution
Work EnvironmentCross-functional teams, strategic planningCustomer support centers, direct team management
Common UsageUsed in organizations focusing on customer journey and experience enhancementUsed in organizations emphasizing direct customer support and issue resolution

The Customer Experience Operations Manager focuses on improving the overall customer journey and operational processes, often working across departments. In contrast, the Customer Service Manager primarily manages customer support teams to handle direct customer issues. Both roles require strong communication skills, but the Operations Manager emphasizes strategic improvements, while the Service Manager concentrates on team management and issue resolution.

What are the key skills and qualifications needed to thrive as a Customer Experience Operations Manager, and why are they important?

To thrive as a Customer Experience Operations Manager, you need expertise in process optimization, data analysis, and customer service management, often supported by a bachelor's degree in business, management, or a related field. Familiarity with CRM platforms like Salesforce, customer feedback tools, and workflow management systems is typically required. Strong leadership, problem-solving abilities, and excellent communication skills help you motivate teams and resolve customer issues effectively. These skills ensure operational efficiency, drive customer satisfaction, and support continuous improvement in customer experience.
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Customer Experience Operations Manager jobs near you
Infographic showing various Customer Experience Operations Manager job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 20% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $123,678 per year, or $59.5 per hour.
Customer Experience & Operations Manager

Customer Experience & Operations Manager

Oracle Lighting

Metairie, LA • On-site

$120K/yr

Full-time

Posted 18 days ago

Job description

ABOUT ORACLE LIGHTING
ORACLE Lighting is an industry-leading innovator in automotive and off-road lighting solutions. We are a fast-growing e-commerce brand with a passionate team and a culture built on bold ideas, operational excellence, and genuine customer obsession. If you are a systems thinker who runs toward inefficiency this role was written for you.
THE OPPORTUNITY
We are looking for a Customer Experience & Operations Manager who is equal parts process architect and team leader. You will own how our Customer Service department runs day to day, from ticket workflows and omnichannel response management to AI automation configuration and team performance.
This is a lean team environment. You will be leading a small group of dedicated agents while serving as the operational engine behind the department. You will work closely with our Operations leadership and bring ideas, recommendations, and improvement plans to leadership before implementing. We move fast, we value initiative, and we want someone who is always thinking about what could work better.
Our customers reach us across phone, email, and live chat, and their needs span everything from order status and warranty claims to technical product support. The person in this role needs to understand that complexity and optimize systems that handle it consistently and well.
WHAT YOU'LL DO
In Your First 90 Days
  • Audit eDesk end-to-end: ticket routing, queue management, AI response configuration, and automation rules. Identify what is working and what needs to be rebuilt.
  • Configure and tune AI-assisted response templates within eDesk so agents are working smarter across all three channels: phone, email, and live chat.
  • Review and rewrite the full macro and script library to reflect current products, policies, warranty procedures, and brand voice.
  • Establish baseline KPIs for response time, resolution rate, Customer ServiceAT, and channel volume so you have a clear picture of where to improve.
  • Present your first process improvement recommendations to Operations leadership with supporting data and a proposed implementation plan.

Ongoing Responsibilities
  • Own daily Customer Service operations for a lean team of agents, balancing workloads and managing performance across phone, email, and live chat through eDesk.
  • Continuously evaluate and recommend AI tools and integrations that could improve response quality, reduce handle time, or surface better customer insights.
  • Analyze customer feedback trends and translate patterns into actionable recommendations for the team and for leadership.
  • Serve as the escalation expert for complex customer situations involving warranty claims, technical product issues, and high-stakes resolutions.
  • Build, maintain, and improve SOPs and training documentation so agents have clear standards to work from at all times.
  • Track and report on KPIs including Customer ServiceAT, response times, resolution rates, and agent performance, and bring improvement plans to leadership proactively.
  • Champion the 5-star review program by proposing incentives and sharing team wins on a regular cadence.
  • Collaborate cross-functionally with other departments to keep product, sales, and operations teams informed of Customer Service trends and recurring customer issues.

WHAT YOU BRING
Required
  • Proven experience in a customer service operations or Customer Service management role, with a strong track record of building and improving processes.
  • AI fluency: you have hands-on experience configuring AI-assisted tools, response automations, or workflows, and you stay current on how to improve Customer Service operations.
  • Background in e-commerce: you understand the omnichannel customer journey, order management complexity, and the expectations that come with it.
  • Experience managing omnichannel customer service across phone, email, and live chat.
  • Strong analytical mindset: you can read Customer Service data, identify the root cause, and build a clear improvement plan.
  • Excellent written communication skills for crafting macros, SOPs, escalation scripts, and customer-facing responses.
  • A proactive, ideas-driven approach: you bring recommendations and improvement proposals to leadership with data to back them up.
  • Ability to lead and develop a small team while also being hands-on with the operational work yourself.

Preferred
  • Hands-on experience with eDesk or a comparable helpdesk platform.
  • Background in e-commerce or consumer goods industry.
  • Familiarity with Shopify, Slack, or similar tools in an integrated e-commerce stack.
  • Experience managing warranty claim workflows or technical support queues.

WHAT SUCCESS LOOKS LIKE
We measure this role on outcomes. Here is what great looks like:
  • eDesk workflows and AI response configurations are audited, optimized, and documented within 60 days.
  • Macro and script library is fully updated and reflects current brand standards within 90 days.
  • Customer ServiceAT scores and resolution rates trend upward in your first quarter.
  • The team is operating with clear SOPs, consistent accountability, and measurable improvement in handle time.
  • Leadership receives regular, data-backed improvement proposals that keep the department moving forward.
  • AI tools are actively reducing manual effort and improving response quality across all three channels.

WHY ORACLE LIGHTING?
  • Work for a recognized innovator in the automotive lighting industry with a strong and growing e-commerce presence.
  • A role where your process improvements and ideas are immediately visible and directly valued.
  • A company that is actively investing in infrastructure and wants a leader who can grow with that vision.
  • A collaborative, energetic environment based in Metairie, LA, at the heart of a vibrant community.
  • A culture that rewards initiative, values bold thinking, and genuinely cares about the customer experience.

Ready to Build Something Better?
Apply now and join a team that is passionate about innovation, operational excellence, and making every customer interaction count.

Apply