Manager of Customer Experience

At Pair Eyewear, we’re building the largest global eyecare company in the world focused on bringing personalization to the end to end eyecare experience, starting with your glasses. We’ve developed the first personalized eyewear brand where glasses can be an extension of your personality, mood, and interests. With funding from leading venture capitalists in the consumer space, partnerships in the entertainment, sports, and fashion arenas, and a team of passionate individuals, we’re on a mission to completely revolutionize the eyewear industry. We’re excited that we already have the support of Good Morning America, The Today Show, Oprah Magazine, CNN, and Forbes helping us share our story.

Pair Eyewear is seeking a CX Manager to lead our team of all-star brand representatives across CX locations. In this role, you will help create an engaging and equitable work environment through setting team priorities, collaborating cross-functionally, and managing projects within your specific area of focus. Our ideal candidate is a natural leader who is excited to help scale our best-in-class service to consistently exceed our customer’s expectations with our unique eyeglasses as the company continues to grow.

What You’ll Do:

• You will be responsible to review, implement and facilitate our Pair service model.
• Support BPO leadership with meeting performance, quality and service goals.
• You will analyze individual and team performance and support the employee life cycle for Support Leads, Team Leads and Representatives.
• You will monitor key customer experience KPIs (i.e., CSAT, NPS, employee engagement score, and labor spend) to identify opportunities and growth paths.
• You will clearly communicate expectations, priorities, and responsibilities to your direct reports, creating a productive and engaged team of managers.
• You will develop strategies and projects that support the larger CX department’s objectives and goals.
• You will report pertinent team successes and learnings to leadership, cross-functional teammates, and external partners.
• You will establish solutions to issues facing your team so the department can more successfully scale.
• You will cultivate a deep knowledge of the company and the industry, identifying how the broader strategy influences the success of your team.
  
  

Who You Are:

• You are an excellent communicator who’s able to clearly convey a team vision and motivate individuals to take action.
• You are an energetic, empathetic, and effective manager with the ability to coach and cultivate leadership skills among your direct reports.
• You are extremely organized and think creatively and strategically to solve problems.
• Have a strong sense of voice of the customer approach to customer engagement.
• A data inspired and results-oriented leader.
  
  

Need to Have:

• 5+ years of contact center managerial level experience in a fast-paced, high-growth organization.
• 3+ years of direct/indirect BPO management oversight experience.
• Experienced leading projects and collaborating with others to achieve goals.
• Knowledgeable about the latest customer service technologies and systems including.
• Zendesk/Gladly, Playvox/other WFM tools, Looker/Tableau, etc.
• Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE).
  
  

Nice to Have:

• Experience in training, quality, and knowledge management is a plus.
  
  

Some Benefits and Perks of Working At Pair:

• Health, vision and dental insurance
• Unlimited PTO
• Competitive salaries with equity opportunities
• Retirement savings plan options
• Free eyewear (plus discounts for family and friends)
  
  

At Pair, we carefully consider a wide range of factors when determining compensation. These considerations can cause your compensation to vary. The pay range for this position is expected to be between $90,000 - $110,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Pair is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of actual or perceived age, ancestry, citizenship, color, disability, familial status, family responsibilities, gender identity/expression, genetic information, marital status, matriculation, national origin, personal appearance, political affiliation, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, socioeconomic status, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.