Customer Experience & Strategy Manager

Title: Customer Experience & Strategy Manager
Department: Operations
Reports To: COO
Employment Type: Full-Time

Overview

Hyer Boots is looking for a Customer Experience & Strategy Manager to lead our CX strategy, analytics, and process improvement efforts — with a core focus on our DTC business. This role is responsible for designing and optimizing post-purchase experiences by identifying friction points, leveraging data to inform decisions, and building scalable systems for customer support, returns, and exchanges. Reporting to the Head of Operations, this position works closely with our DTC Customer Support Specialist and Retailer Engagement Manager to ensure a seamless and consistent customer journey across all touchpoints.

What You'll Own

CX Strategy & Analytics

• Own CX data reporting across DTC and Wholesale support channels
• Track and analyze KPIs: CSAT, first response time, resolution time, backlog, return rate, FCR, and more
• Build dashboards and reporting cadence for leadership
• Use customer feedback and ticket data to drive insights and improvements

Returns & Exchanges Process Design

• Own the strategy, process design, and analytics for returns & exchanges
• Partner with warehouse and support teams to review performance and friction points
• Build scalable, customer-friendly policies and workflows
• Identify opportunities to reduce costs, drive speed, and improve customer satisfaction

Tools & Systems

• Own and optimize Kustomer (ticketing) and Dialpad (calls)
• Build and maintain automations, macros, and workflows
• Manage internal knowledge base content and help center documentation

Cross-Functional Collaboration

• Partner closely with DTC Support Specialist on daily trends & insights
• Collaborate with Retailer Engagement Manager to ensure consistency of policies across channels
• Work with warehouse, product, and eCommerce teams to solve recurring issues

Customer Experience Enablement

• Help develop training materials, SOPs, and onboarding for the CX team
• Ensure our CX systems and policies scale with growth
• Foster a customer-first, data-driven culture

What You Bring

• 3-6 years in CX strategy, CX operations, or customer success roles (preferably DTC/eCommerce)
• Experience with CX tools like Kustomer, Zendesk, Gorgias, or similar
• Strong analytical skills — love working with data & dashboards
• Operational mindset — you enjoy designing systems and solving process problems
• Excellent communicator — clear, collaborative, customer-first
• Bonus: Experience working with warehouse teams or managing returns analytics

 

Why This Role is Exciting

• Own CX strategy, tools, and analytics at a fast-growing DTC brand
• Design best-in-class returns & exchange processes
• Impact both DTC and wholesale customer experiences
• Work directly with leadership and cross-functional teams
• Growth potential into future senior CX or operations leadership roles