Back to jobs

Manager, Customer Experience & Operations

San Antonio, TX

Who we are:

Hi, we’re Supergoop! Since 2005, we’ve been changing the way the world thinks about sunscreen. Today, we’re as committed as ever to creating feel-good sunscreen that you’ll really want to wear. Because protecting your skin’s health is what we’re all about. Every. Single. Day.™

 

Supergoop! Is looking for a customer-obsessed specialist to join the troop as our Manager of CX and Operations. You will be responsible for developing and executing strategies to enhance the shopping experience and drive lifetime value to deliver sales growth.  As the Manager, you will play a key role in shaping the customer’s shopping and post-purchase experience, focused on customer programs, operational excellence, and data driven insights. Reporting directly to the Senior Director of DTC & CRM, you will utilize your deep understanding of CX principles to help drive holistic overall business strategies that leverage data-driven insights to optimize customer engagement initiatives and deliver exceptional customer experiences. 

Role & Responsibilities 

Customer Experience Programs - 40%

  • Led by CSAT, Voice of the Customer, and other insights, you will lead strategic projects from conception through implementation, project managing workflows to enhance our automation capabilities, speed-to-market, and CX marketing programs
  • Manage and mentor a team of agents including a strategic mix of in-house and external specialists, fostering a culture of engagement and high performance
  • Craft and execute on a strategic vision for Supergoop!’s Support function, managing CX projects full-cycle and building the CX roadmap with department leadership
  • Dive in to channels as escalation or back up support as often as is needed to ensure shoppers consistently receive high quality responses and a best in class experience

Operational Excellence - 30%

  • Drive efficiency by integrating AI and other forms of automation into Supergoop’s support experience without compromising on quality of responses
  • Document and optimize support processes to eliminate defects and dramatically reduce Average Handle Time
  • Budget tracking and forecasting for CX investments
  • Partner with business owners to translate CX insights into experience improvements with detailed requirements; working with cross-functional teams to manage experience improvements through launch and ongoing optimization
  • Identify and activate capabilities from new technologies; staying informed about industry trends and best practices in CX, loyalty, and e-commerce

Analytics, Reporting, Test & Learn - 30%

  • Maintain and evaluate KPI dashboards related to customer contacts, CSAT/NPS, fulfilment, reviews and referrals, and provide regular visibility on health and program performance
  • Systematically distill and share insights from support data to drive continuous improvement across the entire company
  • Consolidate and champion Voice of the Customer insights (observational studies, surveys, reviews etc) to understand needs that inform experience improvements.
  • Develop internal feedback loops with eCommerce and Operations teams to drive continuous improvement of the shopping experience from discovery through delivery
  • Work collaboratively with cross-functional teams to ensure the seamless execution of initiatives, consistently iterating and improving based on data and feedback from key stakeholders

Job Qualifications/Experience

  • Bachelor’s degree or equivalent experience in business, marketing, or a related field
  • Proven experience (4-6+ years) in the e-commerce or DTC industry including time spent in a CX frontlines function
  • Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions
  • Demonstrated success in developing and implementing CX strategies that drove customer retention, loyalty, and sales growth
  • Proficiency with Gorgias, Aircall, Microsoft Excel, and marketing automation software.
  • Exceptional project management and organizational skills, with the ability to manage multiple initiatives simultaneously and meet deadlines
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and present ideas to senior management
  • Passion for delivering exceptional customer experiences and driving business results.
  • This role is based in our San Antonio offices.
Supergoop! shines bright for you and offers US based full-time employees:
  • Comprehensive Health Benefits
  • Generous Paid Time Off Policy
  • 401k with Company Match
  • Product Discounts
  • Employee Referral Program
  • Company and Team Off-Sites

EEO Statement:

Supergoop! is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Health and Safety Statement:

The health and safety of you and the Supergoop! Team is important to us. Covid-19 vaccination will be required to work in our office.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Supergoop!’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.