Manager, Consumer Experience

About the role

We’re looking for a Consumer Experience Manager to lead our Consumer Experience function and serve as the voice of our valued consumer across the business.

Responsibilities

• Lead the Consumer Experience team and engage with partners to drive success.
• Define processes and solve problems, both large and small, related to contact center partnerships and consumer support strategies across multiple consumer touchpoints, including eCommerce, foodservice, retail consumers, and product quality inquiries.
• Partner cross-functionally with eCommerce, Fulfillment, IT, Marketing, Operations, and Quality teams to ensure every interaction reflects Torani’s commitment to radical hospitality.

Requirements

• 8+ years of experience in customer experience, contact center operations, managing outsourced contact center partners, third-party service providers, or BPO relationships.
• Experience supporting customer experience across eCommerce, direct-to-consumer, foodservice, retail, or consumer products businesses.
• Advanced knowledge & experience with CX tools: Salesforce Service Cloud, Zendesk, Five9, or similar CRM/contact center platforms.
• Proven ability to work independently, navigate ambiguity, and effectively manage competing priorities in a fast-paced environment.

Qualifications

• Strong people leadership, operational excellence, consumer advocacy, and analytical thinking.
• Comfortable navigating ambiguity, working independently, and driving initiatives from concept through execution.
• Energized by creating meaningful experiences for customers and measurable results for the business.

Skills

• Strong verbal and written communication skills, with the ability to influence stakeholders and communicate business issues, recommendations, and action plans.
• Flexibility to adapt to the evolving needs of a growing business and lead through change with resilience and a positive attitude.

Benefits

• Flexible schedule
• Comprehensive benefits package
• Professional development opportunities
• Work-life balance

Pay

• $130,642 - $145,158

Schedule

• Full-time