Customer Service Manager, US

About the role

As we continue expanding in the U.S., we’re looking for a Customer Service Manager, US to lead our customer service strategy, operational excellence, and digital transformation agenda. Reporting to the VP of Customer Retention, you will be responsible for building and leading a scalable, customer-centric service organization that delivers exceptional customer experiences while driving operational efficiency and business performance. You will serve as the voice of the customer, partnering across the business to improve customer outcomes, reduce friction, and ensure our service operation is positioned for future growth.

Responsibilities

• Define and execute the long-term customer service and customer experience strategy aligned with business goals and growth plans
• Own customer satisfaction, loyalty, service quality, and customer advocacy across the U.S. business
• Lead customer service operations, governance, workforce planning, and performance management
• Drive complaint reduction, case prevention, and root cause analysis initiatives to improve customer outcomes
• Partner with Commercial, Operations, Supply Chain, Marketing, Digital, IT, and Finance teams to enhance the end-to-end customer journey
• Lead the customer service digital transformation roadmap, including AI, automation, self-service solutions, and service technologies
• Leverage customer insights, analytics, and operational data to identify trends, prevent issues, and drive strategic decisions
• Establish KPI frameworks, reporting, and executive dashboards to measure performance and progress
• Build, lead, and develop a high-performing customer service organization and foster a culture of accountability and continuous improvement
• Manage budgets, resources, and strategic investments while ensuring compliance with company policies and regulatory requirements

Requirements

• 10+ years of leadership experience within Customer Service, Customer Experience, Contact Centre Operations, or Customer Operations
• Proven experience leading high-volume customer service organizations in consumer-facing industries, preferably e-commerce, retail, FMCG, or subscription-based businesses
• Strong track record of improving customer experience, reducing complaints, and driving operational excellence
• Experience leading digital transformation initiatives involving AI, automation, self-service, analytics, and customer engagement technologies
• Strong analytical and problem-solving skills with the ability to translate data into actionable business insights
• Experience leading cross-functional initiatives and influencing senior stakeholders across multiple functions
• Strong commercial acumen, including budget ownership and business case development
• Excellent communication and leadership skills with the ability to inspire and develop teams
• Bachelor’s degree in Business, Operations, Customer Experience, or a related field

Qualifications

• Experience in e-commerce, direct-to-consumer, or subscription-based businesses
• Experience leading omnichannel customer experience and service transformation programs
• MBA or other advanced business qualification
• Certification in Continuous Improvement, Lean, Six Sigma, or Operational Excellence
• Experience working with AI-powered customer service tools, customer intelligence platforms, or predictive analytics

Benefits

• Generous vacation allowance
• Comprehensive health benefits
• Collaborative, inclusive culture that values your voice and supports both balance and ambition

Pay

The salary range for this role is $120,000–$140,000 annually. Final compensation will be determined based on role scope, relevant skills and experience, location, internal equity, and business needs.