Senior Manager, Customer Experience & Enablement

Quince is a tech company disrupting the retail industry by leveraging AI, analytics, and automation to deliver high-quality essentials at low prices. They are seeking a Senior Manager, Customer Experience & Enablement to lead their B2B Project Management organization, ensuring exceptional customer experience outcomes as the business scales. The role involves building enablement systems, managing a growing team, and collaborating cross-functionally to enhance service quality and operational efficiency.

Responsibilities:

• Lead and scale the B2B Project Management organization, growing the team from ~6 to 20+ FTEs as the business scales
• Develop a rigorous, flexible headcount and capacity forecast that accounts for projects of varying complexity
• Own end-to-end customer experience outcomes, including CSAT (4.8+), SLAs, responsiveness, and escalation resolution
• Design and implement the operating model for customer experience and project execution at scale
• Serve as the escalation owner for complex, high-impact customer issues, stepping in directly when needed
• Partner with Sales on customer handoffs and expectation-setting to ensure smooth post-close transitions
• Collaborate cross-functionally to proactively identify risks and resolve issues before they impact customers
• Design and own onboarding and training programs that ramp new Project Managers quickly while maintaining a high quality bar
• Build and maintain CX and Project Management playbooks, templates, SOPs, macros, and automated responses with a unified, clear voice
• Translate process, tooling, and policy changes into clear, digestible enablement that improves execution and SLA adherence
• Establish role-based success behaviors and quality standards for Project Managers and Team Leads
• Create manager enablement toolkits (coaching guides, performance templates, calibration frameworks) to drive accountability and consistency
• Own knowledge management governance, including internal agent-facing documentation and external customer-facing FAQs to reduce contact rate
• Leverage AI, automation, and tooling to improve speed to competency, reduce cognitive load, and increase CX efficiency
• Establish and operationalize performance metrics, dashboards, and reporting tied to CX outcomes and team effectiveness
• Create feedback loops that connect CSAT, QA, and customer insights to process, training, and tooling improvements
• Ensure teams understand how their work impacts key outcomes like contact reduction, execution accuracy, and customer satisfaction
• Relentlessly simplify and streamline processes, reducing touchpoints per interaction without compromising service quality
• Identify gaps in systems or tooling and partner with Product and Engineering to deliver scalable solutions
• Hire, lead, coach, and develop a team of Project Managers and Team Leads, setting clear expectations, growth paths, and accountability
• Define and operationalize CX standards, including SLAs, communication cadences, escalation protocols, and quality benchmarks
• Own CSAT measurement and feedback mechanisms, translating insights into actionable improvements
• Ensure same-day responsiveness across customer touchpoints through thoughtful workflow design and coverage models
• Design and maintain onboarding, training, and certification programs that support rapid scaling
• Build internal and external documentation that enables both customers and teams to self-serve effectively
• Act as a hands-on leader during periods of peak demand, ambiguity, or critical escalations—modeling excellence in execution

Requirements:

• 8–12+ years of experience in customer experience, customer success, operations, enablement, or project management in a high-growth environment with high-profile or complex clients
• Proven experience leading and scaling 20+ person customer-facing teams, including managing managers or senior ICs
• Strong track record of owning CSAT, SLAs, or customer satisfaction metrics in $100M+ businesses
• Demonstrated ability to build enablement systems (onboarding, training, QA, knowledge management) that drive consistent performance at scale
• Highly operational mindset—you can design processes, define standards, and ensure execution with minimal oversight
• Technically fluent and tool-savvy; strong experience with HubSpot, Slack, Replit, dashboards, automation, and AI-driven workflows
• Exceptional people leader with experience hiring, coaching, and developing high-performing teams
• Excellent written and verbal communication skills; client-facing writing clarity is a must
• Comfortable thriving in ambiguity and building structure where none exists
• Strong cross-functional partner who can influence without formal authority
• Bias toward action, ownership, and continuous improvement—you run toward customer problems, not away from them