Senior Manager, Customer Success Operations

Role Overview

• Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations.
• Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams.
• Ensure operational stability, consistency, and quality across all customer touchpoints.
• Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches, ensuring teams are equipped with the right training, tools, FAQs, and escalation paths.
• Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows.
• Lead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies).
• Evaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics).
• Drive efficiency, cost optimization, and improved response times through smart automation and tooling.
• Stay ahead of CX and AI trends in health, beauty, and eCommerce.
• Define and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact).
• Establish a scalable quality management framework in partnership with the Customer Service Manager.
• Use data and insights to identify root causes, trends, and opportunities for continuous improvement.
• Ensure consistent performance reporting and executive-level visibility.
• Own forecasting, capacity planning, and channel mix strategy across all support channels.
• Optimize staffing models to support seasonality, promotions, product launches, and rapid growth.
• Partner with Finance and Operations on budgeting, vendor strategy, and cost management.
• Act as the customer voice in product launches, promotions, policy changes, and operational decisions.
• Serve as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure.
• Influence, mentor, and guide senior support leaders without direct frontline management.
• Build scalable frameworks that empower teams to succeed as the organization grows.
• Report directly to the Director of Customer Experience.

Requirements

• 8–12+ years of experience in Customer Support / Customer Experience leadership, preferably in eCommerce, health, beauty, or DTC brands.
• Proven experience scaling customer support operations in high-growth environments.
• Strong background in AI, automation, CX platforms, and operational analytics.
• Deep understanding of omnichannel support, quality management, and workforce planning.
• Highly strategic, systems-oriented, and data-driven mindset.
• Exceptional cross-functional communication and executive presence.

Benefits

• Competitive compensation, including performance-based bonus
• Unlimited PTO
• Flexible schedule
• Hybrid
• Healthcare (medical, dental & vision) fully covered
• Gym membership credit – your physical and mental health is super important
• Kindle/Audible credits – We really value lifelong learning and personal development
• Free iRESTORE Products! (In case you or someone you love is losing hair)
• Paid maternity/paternity leave
• Home Office Stipend (Hybrid work set-up)