Jobs and Careers

Sr. Manager, Customer Experience

Newport Beach, United Statesfull_timeVerifiedPosted 8 May 2025

💰 $170,000/yr($150,000/yr – $170,000/yr)

About the role

Evolus is a performance beauty company with a customer-centric approach focused on delivering breakthrough products. We are seeking an experienced and driven Senior Manager, Customer Experience to join our Operations Team. This role oversees commercial and sample ordering processes, delivery execution, multichannel support, and 3PL coordination. It requires someone who is both operationally strong and customer-focused, with the ability to drive workflow automation, resource planning, and scaling of the Customer Experience function. Strong communication skills and direct experience interacting with customers are essential, as this role is both strategic and hands-on. If you join our team, you will be working on some of the most exciting opportunities and challenges we face, with a team that values growth, recognition, and camaraderie. In this role, you will be challenged to drive the success of Evolus to build a brand like no other.
Key Responsibilities

Customer & Sales Support

- Implement strategies to improve customer service processes and efficiencies.
- Collaborate with other departments to provide a cohesive customer experience and develop strategies to enhance each stage of the customer journey.
- Communicate directly with customers to address concerns and improve satisfaction.
- Support sales teams with order visibility and escalation resolution.
- Develop and maintain a customer/consumer feedback process to ensure issues are collected, analyzed, and addressed promptly.
- Develop and track key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
- Lead team to resolve complex issues via chat, phone, and email using Zendesk and CRM tools.

3PL Coordination

Work closely with the Executive Director, Supply Chain, to maintain a positive relationship with our 3rd Party Logistics partner.
Act as a key contact for 3PL partners to track order logistics, resolve shipping issues efficiently, and ensure accurate and on-time fulfillment.
Improve delivery performance and process scalability.
Monitor 3PL performance to ensure quality and compliance are within the service level.
Lead continuous improvement initiatives to enhance service levels and operational efficiency

Technology, Process Improvement & Automation

Optimize Zendesk for customer support.
Collaborate with IT to automate key workflows and improve system integration.
Use dashboards and data insights for decision-making.
Utilize customer service platforms to track company trends and customer interactions
Lead cross-functional initiatives to address systemic issues affecting customer satisfaction.

Scalability & Resource Planning

Implement strategies to improve customer service processes and efficiencies.
Align customer experience initiatives with the company’s overall business objectives and goals.
Forecast capacity and staffing needs to meet growth and service levels.
Optimize team structure and tools to maximize efficiency.
Design scalable processes that grow with business needs.
Identify and implement process improvements to enhance the customer experience.

Team Leadership

Lead and develop a high-performing team with a customer-first culture.
Promote continuous improvement and cross-functional collaboration.
Train new hires within the sales team on processes within the Customer Experience team
Provide training and support to team members on logistics processes and best practices.
Lead recruitment and training schedule for new Customer Experience reps.
Lead, mentor, and develop a high-performing customer experience team b