Customer Experience Manager

Jiffy Customer Care Team

At Jiffy.com, we’re obsessed with delivering an effortless, fast, and delightful experience for our customers. Whether they’re small business owners, hobbyists, or crafters bringing their creative visions to life, we make sure every interaction is seamless. Our Customer Care team plays a critical role in identifying pain points, solving issues, and continuously improving the customer journey.

As a Customer Care Manager, you’ll lead at a level above Supervisor—owning people leadership, team performance, and operational execution across multiple customer care teams. This role is focused on developing strong supervisors, driving results through data, and scaling processes that improve both the employee and customer experience.

Key Responsibilities

Lead & Develop People

• Manage and coach Customer Experience Supervisors, ensuring consistent and effective people leadership.
• Set clear performance expectations and hold leaders accountable for team results.
• Support hiring, onboarding, and development of supervisors and frontline team members.
• Build leadership capability through ongoing coaching, feedback, and succession planning.

Own Customer Care Performance

• Own performance across CSAT, NPS, resolution time, quality, productivity, and team engagement.
• Translate Customer Care goals into clear, measurable objectives for supervisors and teams.
• Identify performance gaps and implement corrective action plans.

Drive Operational Excellence

• Partner with supervisors to identify friction points in workflows, tools, and policies.
• Lead process improvements that reduce customer effort and improve efficiency at scale.
• Ensure processes, workflows, and best practices are documented and consistently followed.

Be Data-Driven

• Analyze customer feedback, operational metrics, and escalations to identify trends and root causes.
• Use data to inform staffing decisions, prioritize initiatives, and track impact.
• Share insights and action plans with Customer Care and cross-functional leadership.

Champion the Customer Voice

• Act as a senior escalation point for complex or high-impact customer issues.
• Partner with Product, Operations, and Technology teams to influence improvements across the customer journey.
• Ensure customer insights are incorporated into decision-making.

Requirements:
Required

• Bachelor’s degree in Business, Operations, Customer Experience, or a related field.
• 3+ years of people management experience in a customer service, contact center, or CX environment.
• Experience managing both frontline team members and people leaders (Supervisors or Team Leads).
• Proven ability to coach, develop, and hold individuals and leaders accountable.
• Strong analytical skills with experience using metrics to drive performance improvements.
• Excellent communication and collaboration skills.

Benefits:
Why Join Jiffy?

• Be part of a cutting-edge, automation-driven customer service team
• Work on innovative projects that improve efficiency and eliminate manual processes
• Make a real impact by shaping the future of customer experience
• Hybrid work model with in-office training to set you up for success
• Opportunities to grow within the company
• Generous compensation and employer paid benefits
• Annual wellness and professional development Stipend
• Perks of getting lots of clothing!