Customer Experience Manager

Westin Furniture

Ontario, CA

Westin Furniture is building a customer experience function that can scale with our growth across DTC, major online marketplaces, big box, club, and emerging furniture and patio retail channels. We’re hiring a Customer Experience Manager to lead this transformation — someone who can take a small, capable team and build it into a high-performing, autonomous function that supports our retail partners (Wayfair, Amazon, Walmart.com, Target.com, HomeDepot.com, and others) and our DTC brands (WestinTrends.com, CostaElm.com) with consistency and speed.

This is not a backfill of a working-supervisor role. We need a builder: someone who designs the systems, defines the standards, and develops the people. You’ll inherit a team that needs structure, accountability, and a clear playbook — and you’ll have the authority and executive support to put those in place.

What You’ll Own

A customer experience function that delivers measurably better outcomes across CSAT, response time, contact-per-order, escalation rate, and chargeback recovery
A team culture grounded in clear expectations, reliable attendance, and continuous coaching
The SOPs, tools, and reporting infrastructure that let the team operate autonomously and scale without proportional headcount growth
Productive working relationships with Account Management, Warehousing (CA and GA), Operations, and Leadership

Key Responsibilities

Team Leadership & Coaching

Lead, develop, and hold accountable a team of Customer Service Representatives supporting DTC, marketplace, and wholesale channels
Run a structured coaching cadence: weekly 1:1s, ticket reviews, call/chat audits, and documented performance feedback
Own attendance, scheduling, adherence, and time-and-attendance policy enforcement; build a team culture where reliability is the baseline expectation
Design and execute cross-training across channels and ticket types so the team can flex with volume and absorb growth without service degradation
Recruit, interview, onboard, and retain talent; build a bench for the next stage of growth

Process Mapping & SOP Development

Map current-state workflows across the full customer and partner lifecycle (order, fulfillment, claims, returns, replacement parts, escalations) and identify breakpoints
Design future-state processes that reduce handle time, eliminate rework, and improve first-contact resolution
Build a library of user-friendly SOPs, macros, decision trees, and knowledge-base articles that are accessible, searchable, and actually used by the team
Maintain SOPs as living documents with clear ownership, version control, and a regular review cadence

Customer Service Tool Management

Serve as the functional owner of our CS tool stack: Zendesk, Sellercloud, retailer customer portals (Wayfair, Amazon Seller Central / Vendor Central, Walmart Seller Center, Target Plus, Home Depot, etc.), and EDI/API-driven workflows
Optimize ticket routing, automations, macros, tagging, SLAs, and reporting inside Zendesk
Partner with IT, BI, and Operations on tool selection, configuration changes, and integrations as the business grows
Evaluate and recommend new tools (WFM, QA, voice, AI/automation) when the ROI is clear

KPI Reporting & Analytics

Define, publish, and own the CX scorecard: CSAT, first response time, full resolution time, contact-per-order, escalation rate, claim cycle time, chargeback recovery, partner scorecard performance, and team-level productivity
Produce weekly and monthly reporting that ties CX performance to operational and commercial outcomes; partner with our BI/Power BI initiative to feed dashboards
Use the data to drive decisions: where to coach, where to fix process, where to push back on upstream issues (fulfillment, listing accuracy, packaging)

Cross-Functional Collaboration

Partner closely with Account Management on retailer-specific service requirements, scorecards, and escalations
Work with Warehousing (Ontario, CA and Midway, GA) on damage claims, replacements, and fulfillment-driven customer impact
Coordinate with our China-based product and operations teams across time zones to resolve product issues, source replacement parts, and feed quality insights back upstream
Provide structured voice-of-customer reporting to Leadership

Escalations & Partner Management

Serve as the escalation point for sensitive customer issues and complex wholesale partner accounts
Own retailer chargeback dispute processes and drive recovery
Step into the queue when volume demands it — this is a leadership role, but not a remote-from-the-work one

Required Qualifications

3+ years leading customer service, CX, or contact-center teams in e-commerce, omnichannel retail, or consumer goods
Hands-on experience supporting customer service across at least one major online marketplace (Amazon, Walmart, Wayfair, Target, Home Depot, or comparable)
Demonstrated experience building or significantly improving SOPs, process documentation, or QA programs — not just maintaining existing ones
Working proficiency with Zendesk (or comparable platforms like eDesk, Gorgias, Freshdesk), including configuring macros, automations, and reports
Experience producing KPI reporting and using data to drive team performance; comfort with Excel and exposure to Power BI or similar BI tools
Experience coordinating work across multiple time zones (domestic multi-site, offshore teams, or international partners)
Track record of holding teams accountable on attendance, adherence, and performance standards in a structured way

Preferred Qualifications

Experience in furniture, big-and-bulky, or other freight-heavy categories where damage claims, replacement parts, and LTL shipping are routine
Exposure to multiple major marketplaces (Amazon, Walmart, Wayfair, Target, Home Depot)
Familiarity with Sellercloud or comparable multi-channel order management platforms
Working knowledge of EDI workflows and retailer compliance requirements
Experience with workforce management tools and contact-center forecasting
Background supporting both DTC and wholesale/big-box retail customer service

What Success Looks Like in Year One

A documented, audited SOP library covering every major channel and workflow
A published weekly CX scorecard that Leadership trusts and acts on
Measurable improvements in CSAT, response time, and chargeback recovery
A team that runs autonomously day-to-day, with attendance and performance no longer a recurring conversation
A clear plan for scaling the function as we grow into furniture and patio stores, big box, and club channels

Compensation & Benefits