Senior Manager, Customer Service

Senior Manager, CX Systems & Operations

About the Role

Scentbird is looking for a technically-minded Senior Manager of CX Systems & Operations to own the backend infrastructure, automation stack, and operational health of our customer experience org across Scentbird and Drift.

This is not a traditional CX leadership role. The core of this position is systems ownership — platform administration, AI/automation optimization, API-supported workflow design, data reporting, and deep technical partnership with Engineering, Product, and Operations. You are the person who knows why a DigitalGenius flow is underperforming, can write the Jira ticket that explains it to a developer, and can rebuild the Kustomer routing logic to fix it. You bring operational rigor and technical depth, and you use both every day.

What You’ll Be Responsible For:

CX Platform Administration & Systems Ownership

• Serve as primary owner and administrator of the full CX tech stack: Kustomer, DigitalGenius, StellaConnect/Medallia, Sprout Social, and Trustpilot
• Own workflow architecture in Kustomer — routing rules, SLA policies, conversation attributes, queue logic, team assignments, and macro management
• Lead evaluation, configuration, and rollout of platform changes, new integrations, and tooling upgrades across both brands
• Manage CX readiness for backend platform migrations (e.g., Recurly subscription management transition) including agent tooling, SOP updates, and data integrity checks
• Own the technical relationship with platform vendors — escalate bugs, track resolution, and hold vendors accountable to SLAs
• Oversee marketplace channel integrations: Amazon Storefront and TikTok Shop support queues for Drift and Scentbird

AI, Automation & Self-Service — Deep Ownership

• Own DigitalGenius end-to-end: flow architecture, intent library management, escalation logic, agent handoff configuration, and response quality standards
• Audit flows systematically — identify incorrect, incomplete, or outdated AI responses and own the fix process from diagnosis through deployment
• Analyze containment and escalation data to pinpoint where automation breaks down and reduce unnecessary agent handoffs
• Drive self-service rate improvement across channels: target 75%+ email AI self-service and 85%+ chat self-service for Drift
• Scope and roadmap API-supported automation expansions — identify where additional integrations (subscription management, order data, billing APIs) can allow AI to resolve more contact types without agent involvement
• Partner with Engineering and Product to write clear, actionable specs for backend automation improvements and track them through delivery
• Monitor automation performance weekly; report on self-service rate, auto-resolution rate, escalation accuracy, and flow coverage gaps

Backend Operations & Tier II Oversight

• Oversee Scentbird Tier II operations across all owned brands: Scentbird, Scentbird Society, Deck of Scarlet, Confessions of a Rebel, Sanctuary, and Goodhabit
• Own the operational management of complex, backend-driven contact types: bad address resolution, backorder workflows, item-not-available handling, error order correction, and billing/subscription escalations
• Identify systemic operational failures driving contact volume — bad data, platform bugs, subscription errors — and partner with Engineering and Ops to resolve at the root
• Serve as the CX escalation point for Jira-tracked bugs and platform issues that require Dev or Product intervention
• Build and maintain SOPs for all Tier II and backend processes; ensure documentation is current, accessible, and agent-ready

Drift CX Operations

• Oversee Drift CX operations across email, private social DMs, public social comments, Amazon, TikTok Shop, and Trustpilot
• Partner with the Drift Team Lead on operational performance, escalation handling, and channel coverage
• Own Drift-specific platform configuration in Kustomer and DigitalGenius, including any Drift-specific routing, automation flows, and integration points
• Monitor and hold team accountable to Drift KPIs: CSAT ≥4.8, NPS ≥60, FRT <10h, resolve time <24h, cost per contact <$0.75

Reporting, Analytics & Business Visibility

• Own weekly and monthly CX KPI reporting for both Drift and Scentbird — volume, CSAT, NPS, FRT, resolution time, automation rate, cost per contact, and productivity
• Build and maintain dashboards and reporting frameworks that surface operational trends, risks, and opportunities to leadership
• Prepare ad hoc executive reporting on escalations, refund trends, fraud patterns, AI performance, backorders, and systemic operational gaps
• Translate raw CX data into clear executive narratives with findings, business impact, and prioritized recommendations
• Maintain monthly CX budget tracker and provide spend visibility across platforms and headcount

Team & Operational Oversight

• Drive cross-functional alignment with Engineering, Product, and Operations on customer-impacting issues and systemic fixes
• Ensure SOPs across both teams are technically accurate, current, and reflective of platform and automation changes

What You’ll Need to Have (required qualifications):

Experience & Background

• 7+ years in CX operations, CX technology, or support systems — with demonstrated depth in backend platforms and automation, not just team management
• Proven ownership of a CX tech stack end-to-end: platform administration, workflow architecture, vendor management, and integration oversight
• Background in high-volume DTC, e-commerce, or subscription businesses; multi-brand experience strongly preferred
• Track record of driving AI and automation self-service initiatives with measurable impact on containment rates and cost per contact
• Experience as a technical bridge between CX and Engineering — scoping backend fixes, writing specs, tracking delivery through Jira or equivalent

Systems & Technical Depth — Non-Negotiable

• Expert-level knowledge of Kustomer or equivalent enterprise helpdesk platform: routing architecture, SLA configuration, queue logic, workflow automation, and reporting
• Deep hands-on ownership of AI/automation platforms (DigitalGenius, Forethought, Intercom, or equivalent) — you have built flows, managed intent libraries, configured escalation logic, and diagnosed performance failures yourself
• Strong fluency with API integrations and how they power CX automation — able to scope technical requirements, write actionable engineering specs, and evaluate feasibility without writing code
• Experience with subscription management platforms (Recurly, Recharge, or equivalent) and their CX workflow implications
• Proficiency with Jira or equivalent for bug tracking, engineering escalation, and technical project management
• Strong analytical capability: building CX dashboards, modeling contact volume and automation trends, and presenting data-driven findings to senior leadership
• Familiarity with social support tooling (Sprout Social or equivalent) and marketplace channel integrations (Amazon Seller Central, TikTok Shop)

What We’ll Love About You (personality traits):

• Systems-first thinker — you build scalable, documented processes, not one-off workarounds
• High ownership mentality — you don't wait for someone else to notice a broken flow, a missing SOP, or an underperforming intent
• Strong written communicator — your Jira tickets are precise, your executive summaries are sharp, and your technical documentation is actually usable
• Comfortable operating at both the architecture level and the hands-on fix level in the same day
• Natural cross-functional partner — Engineering, Product, and Operations trust you to represent CX with technical credibility

What You’ll Love About Us:

• Competitive base compensation
• Bonus program
• Remote first *
• Referral bonus
• Paid Time Offand Wellness Time Off
• Paid Parental Leave
• 401k with Company Match through Fidelity
• Medical, Dental, and Vision Benefits
• Company provided Lifeinsurance, Short-term & Long-term Disability
• Flexible Spending Accounts, as well as Dependent Care Flexible Spending Accounts
• Annual Education Stipend
• Complimentary Scentbird Membership
• Discounts on Owned Brands
• Monthly virtual team building/ educational activities
• A fun, creative and energetic work environment

* We are hiring in the following states: Arizona, California, Florida, Illinois, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Texas, Utah, Virginia, Washington

About Scentbird:

Scentbird inspires fragrance lovers to go beyond the ordinary and sample scents that evoke passion, confidence, and the unknown. Our mission is to revolutionize the way we perfume by bringing the ultimate fragrance playground right to your fingertips and offering a digital subscription service that lets members choose from over 1000+ designer perfumes each month.

About the Brands:

• Scentbird: The easiest way for fragrance lovers to discover, try, and buy their favorite scented products without a commitment

• Deck of Scarlet: Deck of Scarlet is on a mission to break the clean category, redefining what clean fragrances should smell like. Composed entirely of vegan, cruelty-free ingredients, our fragrances bridge the gap between the clean and luxury categories, using the highest eau de parfum concentrations housed in sculptural, eye-catching bottles. You shouldn’t have to choose between being luxe and refined, or clean and vegan—now, you don’t have to.
• Confessions Of A Rebel: We were born in 2018, holding fast to the idea that the fragrance industry was in dire need of a change. When we looked around, all we saw was a sea of sameness: outdated archetypes of femininity and masculinity paired with unrelatable images of luxury that we had no say in. In truth, we are complex in ways that cannot be contained in the traditional heteronormative stereotypes, existing beyond the binary with raw, unfiltered voices that deserve to be heard.
• Goodhabit: Enriched with a blend of essential oils, Goodhabit’s clean, vegan, cruelty-free fragrances act as bottled intentions you set free with each mist. Our scents are designed to help you align with the good habits you’re building, while working to enhance and boost your mood. Inhale, exhale, and let the good energy flow through you.
• Sanctuary: Created for those who care about the fate of our planets, Sanctuary offers fragrance for a better future. Our clean, community-driven fragrances are inspired by endangered species and their habitats, each aimed at raising money and awareness for the preservation of their namesake.
• Drift: Drift began as an alternative to all of the tacky air care products on the market. Our products are designed to blend in, with amazing scents that stand out. We take pride in our fragrances, keeping them free from the traditional chemicals used in the fragrance industry. We are always phthalate and paraben free. We never skimp on quality of our scents or the products that deliver them. Our design ethos is simple but effective. We love our community, those who won’t settle for ordinary, and we want to deliver a best in class experience.

Scentbird is committed to bringing individuals from different backgrounds and perspectives into the Nest. We strive to uphold an inclusive environment where individuals of all different backgrounds, ages, colors, ethnicities, gender, or gender identities, genetics, physical or mental abilities, protected veteran status, race, religious or sexual orientation, thrive. We respect the laws enforced by the EEOC and are dedicated internally to going above and beyond in fostering diversity. Come as you are - we’re excited to meet you.

Originally posted on Himalayas