Manager of Customer Experience, eCommerce

Role Overview

The Manager of Customer Experience for eCommerce is a senior leader who owns both the strategy and day-to-day performance of the customer support function across the online shopping journey. The position is responsible for strengthening service quality, handling difficult escalations, and leading initiatives that improve efficiency, customer satisfaction, and long-term loyalty.

Reporting to the VP of Digital, this person acts as a central connection point between the CX team and partners across the business so that customer feedback shapes decisions and service delivery stays aligned with brand standards.

Key Responsibilities

Leadership and team ownership

• Direct and grow the ecommerce CX team by setting clear goals, holding people accountable, and building a high-service culture.
• Take charge of complex, high-importance customer issues tied to product, service, or operational gaps.
• Spot recurring themes in customer feedback and turn them into practical business improvements.
• Work with the VP of CX to define and carry out the customer experience plan in support of ecommerce growth.

Operational performance

• Oversee quality checks, measure performance, and guide ongoing improvement efforts.
• Document and refine CX workflows to improve speed and service outcomes.
• Plan team coverage and scheduling based on business demand, seasonality, and forecasted volume.
• Track service KPIs and put corrective actions in place when results fall short.

Cross-functional partnership

• Act as the main CX contact for Ecommerce, Operations, Wholesale, Merchandising, and Marketing.
• Lead shared initiatives that improve the ecommerce journey and reduce friction for customers.
• Promote customer-first thinking in decisions across the organization.

People development

• Coach team members to strengthen problem-solving, decision-making, and service recovery skills.
• Identify learning gaps and introduce structured training to improve team performance.
• Manage onboarding and training for new hires on policies, procedures, service standards, and product knowledge.
• Build a culture focused on ownership, accountability, and proactive service.

Qualifications and Experience

• At least 5 years of experience in customer experience, customer service operations, or sales support, including 2 or more years in a leadership role.
• Proven ability to manage escalations and lead senior-level service recovery.
• Strong analytical and problem-solving ability, with the judgment to convert insights into action.
• Experience in apparel, wholesale customer account management, or luxury brands is preferred.
• Excellent written and verbal communication skills.
• Strong organization, time management, and prioritization skills.
• Ability to work both independently and collaboratively in a fast-moving environment.
• Must be based in Metro Detroit and able to work hybrid or on-site when needed.

Tools and Platforms

This role uses a range of ecommerce and support systems, including NetSuite, Shopify, Gorgias, Loop Returns, Signifyd, Rydership, Globale, Yotpo, Wonderment, and Google Suite.

Benefits

• Unlimited paid time off.
• Paid sick leave.
• 13 paid company holidays each year.
• Employee discount.
• Paid family leave for maternity and bonding.
• Tax-advantaged benefits and retirement options, including FSA, HSA, dependent care FSA, 401(k), and Roth 401(k).
• Medical, dental, and vision coverage, with company contributions toward HSA funding.

Company Background

Greyson is a design-driven lifestyle brand known for products that blend style and performance. Starting in golf apparel, the brand has expanded into multiple lifestyle categories while staying focused on high design and technical quality. Its values include authenticity, service, and community connection, with ongoing support for initiatives such as the Morgan Hoffman Foundation and other outreach efforts. As the company grows across wholesale, ecommerce, and retail channels, it continues building toward a stronger omnichannel future.

Additional Information

Department: eCommerce

Reports To: VP of Digital

Location: Hybrid or Remote

Candidate location note: Metro Detroit-based candidates are preferred, with hybrid or on-site work expected when required.