Hiring: Senior Customer Experience (CX) Manager Company: Tecovas Location: Austin, TX Job Posted Time: 2026-09-10 12:05:51 Employment Type: Full-time / Remote Target Skills & Keywords : Segment About the job Experience: •8+ years in customer service or contact center operations, including demonstrated experience managing managers. Direct-to-consumer retail or ecommerce background preferred. Required Skills: •Service as a growth driver •Own the measures that prove it — contact-influenced revenue, exchange-to-refund mix, return rate, and repeat purchase rate among customers we've reached — and defend them with Finance and Ecommerce. •Partner with Ecommerce, Marketing, Merchandising, and Retail to place Customer Experience inside the customer journey rather than at the end of it, including handing a customer to a store when a fitting is the right answer. •Protect the relationship while you do it. Hospitality is the product and revenue is the result, never the other way around. A program that trades customer trust for a short-term number is the wrong program, and you're expected to say so. •VIP and high-value customer service •Design the VIP program from a blank page using the Senior CX Representative team we recently created: the segment, the service model, the staffing, the standards, and the business case for what differentiated service costs and returns. •Treat it as the proving ground for the commercial thesis, and partner with Ecommerce, Marketing, and CX Operations so VIP service connects to loyalty rather than sitting beside it. •Use the program as a career step for the frontline: a tier people can earn their way into. Compensation: •$110,000 - $125,000 / year •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!