Jobs and Careers
OB
Customer Service Manager
ObagiLong Beach, United Statesfull_timeVerifiedPosted 27 Oct 2025
💰 $115,000/yr
About the role
Starting Salary: $115,000+ DOE + bonus
Who We Are:
Obagi Cosmeceuticals is an industry leading dermo-cosmetic brand that provides transformational skin care products, with a 35+ year legacy backed by science and innovation to protect and enhance skin tone and texture. Obagi is widely recognized by US dermatologists and plastic surgeons for its clinical excellence and science-backed approach, remaining a leader in the beauty space and operates as an innovative, global, omni-channel luxury consumer products business with sales distribution to physicians, wholesale partners, retail outlets, Amazon, and direct-to-consumer (DTC) channels. On a mission to create a global, best-in-class multi-brand, multicategory portfolio, Obagi will continue to redefine the future of skincare. We are Obagi. Fearless. Together.
What We Need:
Obagi is seeking a strategic and hands-on Customer Service Manager (CSM) to help build and lead our transformation into a world-class, customer-obsessed support function. Responsible for building and scaling foundational systems, processes, and tools, the CSM will manage a small team to deliver exceptional service across all customer touchpoints - B2B, DTC, Distributor. This role balances daily team leadership with strategic ownership of long-term initiatives, including the rollout of a centralized helpdesk, internal/external knowledge bases, quality assurance, workforce planning, and a Voice of the Customer program.
What You’ll Do:
Strategic Leadership
Who We Are:
Obagi Cosmeceuticals is an industry leading dermo-cosmetic brand that provides transformational skin care products, with a 35+ year legacy backed by science and innovation to protect and enhance skin tone and texture. Obagi is widely recognized by US dermatologists and plastic surgeons for its clinical excellence and science-backed approach, remaining a leader in the beauty space and operates as an innovative, global, omni-channel luxury consumer products business with sales distribution to physicians, wholesale partners, retail outlets, Amazon, and direct-to-consumer (DTC) channels. On a mission to create a global, best-in-class multi-brand, multicategory portfolio, Obagi will continue to redefine the future of skincare. We are Obagi. Fearless. Together.
What We Need:
Obagi is seeking a strategic and hands-on Customer Service Manager (CSM) to help build and lead our transformation into a world-class, customer-obsessed support function. Responsible for building and scaling foundational systems, processes, and tools, the CSM will manage a small team to deliver exceptional service across all customer touchpoints - B2B, DTC, Distributor. This role balances daily team leadership with strategic ownership of long-term initiatives, including the rollout of a centralized helpdesk, internal/external knowledge bases, quality assurance, workforce planning, and a Voice of the Customer program.
What You’ll Do:
Strategic Leadership
- Partner with the Director of Customer service to shape and execute the customer service roadmap
- Build scalable processes and workflows to support multi-channel growth.
- Align service delivery with company goals and evolving customer expectations.
- Lead, coach, and develop a high-performance customer service team.
- Support hiring, onboarding, and individual development.
- Instill values of accountability, ownership, customer empathy, and continuous improvement from the ground up.
- Manage day-to-day customer service operations, escalations and issue-resolution.
- Track and improve key metrics: SLAs, response and resolution time, CSAT, etc.
- Maximize the effectiveness of platforms like Gorgias, Oracle, Shopify, and more.
- Project manage open initiatives to ensure accountability and successful completion.
- Serve as a bridge between Customer Service and teams like Sales, Ops, and our Warehouse to drive service alignment.
- Lead regular syncs to surface blockers, trends and customer friction points.
- Advocate for the voice of the customer in internal strategy and decision-making.
- Build and maintain a centralized helpdesk to support all customer types.
- Implement tools, automation, and workflows to increase efficiency and quality.
- Maintain SOPs, escalation paths, and internal documentation.
- Lead creation of self-service knowledge resources for internal teams and customers.
- Establish a Quality Assurance program to ensure service excellence.
- Build and maintain a Workforce Management process for scheduling and capacity planning.
- Launc
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