Senior Manager, Customer Experience Operations

Summary

Join Pendulum, a revolutionary company focused on improving physical and mental health through microbiome restoration, as their Manager/Senior Manager of CX Operations. You will lead the day-to-day operations of the Customer Experience team, managing both offshore and in-house agents. This role demands strategic thinking, operational excellence, and deep customer empathy. You will be responsible for measuring and improving team performance, transforming customer insights into actionable improvements, and collaborating with cross-functional teams. The ideal candidate possesses strong leadership, analytical, and communication skills, along with experience in customer service and team management within a DTC e-commerce or subscription business. This position offers a competitive salary and benefits package.

Requirements

• 5+ years of experience in customer service or customer operations roles
• 2+ years of team management experience (experience with DTC ecommerce and subscription business strongly preferred)
• Experience with customer service platforms like Kustomer, Gorgias, Gladly, or Zendesk
• Strong understanding of customer experience metrics and performance measurement
• Proven track record of driving process improvements and operational excellence
• Exceptional communication skills and ability to translate brand voice and tone into clear, compassionate messaging
• An analytical mindset with the ability to transform data into actionable initiatives

Responsibilities

• Manage CX team performance across service channels, ensuring adherence to SLAs
• Lead standups and team meetings to align priorities and coordinate resource planning
• Partner with the Microbiome Care team leader to ensure seamless coordination and escalation between service tiers, maintaining regulatory compliance and supporting the delivery of scientifically accurate, white-glove service for customers
• Analyze CX metrics and customer feedback to identify trends and improvement opportunities
• Partner with cross-functional teams to implement process improvements based on customer insights
• Develop and execute training programs for new and existing team members
• Create comprehensive reporting on team performance and customer satisfaction metrics
• Manage vendor relationships, including our BPO partners and customer service platform providers

Preferred Qualifications

• Experience with BPO management (preferred)
• A strategic mindset with attention to detail
• Excitement to work in a startup environment where flexibility and wearing multiple hats is essential
• Comfort with ambiguity and eagerness to build and refine processes
• Enthusiasm for experimenting with new approaches and technologies

Benefits

• $120,000 - $160,000
• Medical, Dental, and Vision
• Commuter Benefits
• Life & STD Insurance
• Company match on 401 (k)
• Flexible Time Off (FTO)
• Equity