Job Application for Manager, Customer Experience

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The Role

Our Manager of Customer Experience will be the heartbeat of our direct-to-consumer relationship across Beboe, Incredibles, and the entire GTI beverage portfolio. This role ensures every interaction—across email, social, chat, and service platforms—is fast, thoughtful, on-brand, and effective. Reporting to the Director of Ecommerce, this person will own the full customer experience lifecycle: overseeing support infrastructure, analyzing feedback, managing service KPIs, and turning insights into actions that drive loyalty and repeat purchase.

This person will also collaborate cross-functionally with DTC, Marketing, Product, and Creative teams to ensure CX is not just a support function—but a strategic advantage. If you’re equal parts empathetic and analytical, and you thrive in a fast-paced, high-growth environment, this is your seat at the table.

Responsibilities

Oversee day-to-day customer service operations across all channels (email, chat, social, SMS, etc.)

Build and maintain best-in-class helpdesk infrastructure and knowledge base

Monitor response times, satisfaction scores, and resolution KPIs; implement training or tools to improve

Transform customer feedback into insights to optimize product, site UX, and messaging

Collaborate with DTC and CRM leads on retention and loyalty strategies

Manage issue escalation and coordinate resolutions across teams

Ensure all customer-facing communication is on-brand, clear, and helpful

Qualifications

5+ years in DTC customer service or CX roles; startup or CPG preferred

2+ years managing direct reports or cross-functional vendors

Experience with Gorgias other major helpdesk platforms

Strong writing skills and natural empathy for customers

Ability to analyze trends and turn feedback into strategy

Passion for delivering best-in-class consumer experiences

Additional Requirements:

Ability to work collaboratively with multi-functional core teams and strong personalities

Adapts and thrives in a demanding, fast-paced environment

Operates with a high level of professionalism and integrity, including dealing with confidential information

Must understand and comply with the rules, regulations, policies, and procedures of Green Thumb

Must have a solid understanding and/or come to master Hemp compliance rules and regulations set forth by each State

Must pass any and all required background checks

Must be and remain compliant with all legal or company regulations for working in the industry

The pay range is competitive and based on experience, qualifications, and/or location of the role. Positions may be eligible for a discretionary annual incentive program driven by organization and individual performance.

Green Thumb Pay Range

$90,000 - $115,000 USD

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Manager, Customer Experience - Beverage

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