Manager, Customer Experience

About the role

The Customer Experience Manager will lead both Rider Services (post-purchase warranty and customer support) and Customer Care (pre-purchase support) for U.S. operations. This leader will be responsible for shaping the customer service function into a best-in-class operation by implementing scalable systems, processes, and programs that deliver an exceptional rider experience. The role requires a balance of strategic vision and hands-on leadership, ensuring that customer needs are met efficiently while aligning with UWI’s brand values and business goals.

Essential Duties and Responsibilities

• Provide leadership and direction for U.S.-based Rider Services and Customer Care teams.
• Assess current operations and architect customer service & rider service programs that reflect industry best practices.
• Develop and implement customer experience strategies that support both pre-purchase and post-purchase needs.
• Establish service level standards, performance metrics, KPI’s, and reporting structures & report on a daily basis.
• Partner with product, sales, and marketing teams to ensure customer feedback informs business decisions.
• Oversee the design and implementation of service tools, CRM platforms, and knowledge bases to improve efficiency and consistency.
• Drive continuous improvement in customer satisfaction, retention, and loyalty.
• Develop training programs to enhance product knowledge, communication skills, and problem-solving abilities of the service teams.
• Manage escalated customer issues with professionalism and urgency.
• Stay current on customer service trends in consumer goods, sporting goods, and outdoor recreation industries, bringing forward new ideas and technologies.
• Prepare regular reports for senior leadership on service performance, trends, and opportunities for improvement.
• Train, mentor, and motivate customer & rider service representatives.
• Drive Process Improvement in both departments using data analytics.

Supervisory Responsibilities

Yes

Education and/or Experience

• Bachelor’s degree in Business, Communications, or related field required; advanced degree preferred.
• 5+ years of progressive customer service leadership experience, including management of both pre- and post-purchase support functions.
• Demonstrated success in building and scaling customer service programs at a consumer-facing company.
• Experience with CRM, ticketing, and contact center platforms; ability to evaluate and implement new technologies.
• Strong understanding of customer service metrics and analytics.
• Proven ability to lead teams through change and build a culture focused on customer success.
• Excellent problem-solving, communication, and interpersonal skills.
• Industry experience in consumer products, bicycles, sporting goods, or outdoor recreation is highly desirable.

Certifications (Preferred)

• Customer Experience Professional (CCXP), Six Sigma, or similar process improvement certifications.