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Lectric eBikes · 1 day ago

Manager, Customer Experience and Operations

Phoenix, AZ

Full-time

Onsite

Mid Level

3+ years exp

Lectric eBikes LLC is a rapidly growing company in the electric bicycle industry, committed to delivering high-quality, affordable, and innovative ebikes. The Customer Experience Manager will lead the frontline advocates, ensuring high standards for speed, accuracy, and empathy are consistently met while driving performance and operational consistency.

CyclingE-CommerceElectric Vehicle

Responsibilities

Lead and coach a team of 8–10 frontline agents, owning day-to-day execution for our phone-first support operations while maintaining consistent standards across email and chat channels

Develop and grow your team through regular 1:1s, real-time feedback, and clear accountability—coaching individuals to improve performance and progress in their careers

Drive performance and operational consistency, reinforcing playbooks, SOPs, coverage models, and key metrics (CSAT, SLA, productivity), and addressing gaps quickly

Own quality and continuous improvement for your team identifying behavior, knowledge, or process gaps that impact the customer experience

Spotlight and solve systemic issues, working cross-functionally to move beyond reactive one-off fixes and implement durable mechanisms that meaningfully improve the customer and operator experience at scale

Improve the foundations of daily execution, including staffing models, QA signal quality, escalation paths, and knowledge access, to make it easier for agents to do great work

Qualification

People managementData visualization toolsProcess improvementChange managementProject managementCoachingMultitaskingStrategic communicationPattern recognitionFeedback skills

Required

3+ years of people management experience in customer support, sales, or service operations ideally in a tech-forward or high-growth environment

Low ego + growth mindset with a bias towards action

Strong pattern recognition skills—able to identify recurring operational issues from support data, connect them to broader trends, and translate insights into actionable recommendations for product, marketing, and cross-functional teams

Eye for process improvement and have consistently demonstrated an ability to test your hypotheses to solve challenging business problems at their root level

Experience using data visualization tools (Sigma, Tableau, or Looker) to monitor performance, analyze trends, and inform decision-making

Ability to guide teams through significant change—new tools, new processes, new expectations—with clarity, empathy, and structured change management

Ability to think and communicate strategically–balance speed, quality, and scalability when making operational decisions

Ability to confidently give and receive feedback across all levels, and to adapt ideas based on collective input

Strong project management skills

Ability to deliver tailored coaching that drives individual and team growth

Ability to multitask and prioritize effectively

Ability to diagnose and resolve complex issues