[Hiring] Senior Manager, Customer Experience @OneSkin

Role Description

We're looking for a Senior Manager, Customer Experience to lead OneSkin's customer support function and turn what customers tell us into meaningful improvements across the business. This is a hands-on leadership role for someone who can set direction, develop teams, and stay close to daily execution.

Reporting to the VP of Operations, you will oversee a support operation handling 40,000+ customer contacts annually across:

• Email
• AI-assisted chat
• Amazon
• TikTok Shop
• Our DTC site
• Support for skincare professionals

You will lead an in-house Support Supervisor responsible for daily queues, coaching, and quality assurance, and manage two outsourced BPO partners (a BPO team supervisor and five frontline agents).

You will work closely with Retention, Marketing, eCommerce, Product, Science, and Legal to improve customer outcomes, advance automation, and translate customer feedback into cross-functional action. Our foundation includes Kustomer, AI chat automation, and a newly launched Voice of Customer program.

Qualifications

• 7+ years of experience in customer experience or customer support, including 4+ years managing CX teams within a DTC or eCommerce brand.
• Experience managing outsourced BPO partners, including SLAs, QA, staffing, and performance.
• Demonstrated experience supporting a subscription or recurring-purchase business, including cancellation, pause, and retention/save flows.
• Hands-on ability to configure helpdesk workflows, automations, and integrations across Shopify, subscriptions, and returns tools; troubleshoot sync issues; and reconcile data across platforms.
• Ability to build contact-trend, cost, and staffing analyses and present clear recommendations to executives.
• Excellent written communication for executive updates, SOPs, and customer-facing policies.
• Ability to flex into West Coast hours as business needs.

Requirements

• You are a hands-on CX leader who balances team development and operational discipline with a genuine commitment to the customer experience.
• You know how to manage both internal teams and outsourced partners, using clear SLAs, QA standards, coaching, and performance management to drive accountability.
• You understand DTC and subscription customer journeys, including cancellation, pause, save, and self-service experiences.
• You are technically confident: comfortable configuring support tools, automations, and integrations, troubleshooting issues, and using data to improve workflows.
• You think beyond the ticket queue. You identify recurring customer pain points and partner across functions to solve root causes.
• You combine an analytical mindset with clear, concise communication and can translate CX trends, costs, and tradeoffs for senior leaders.

Benefits

• Fully remote work experience, including a one-time allowance for home office setup.
• Comprehensive medical, dental, vision package, and FSA.
• 401K with 100% match up to 5% of your salary.
• Flexible PTO.
• Monthly wellness package (Gympass) including free meditation app membership (Headspace, Calm).
• Free OneSkin subscription for full-sized products.

Growth Opportunity

This role is designed to grow with the function. As the team and automation program scale, there is a path to Director of Customer Experience.

Compensation Range

$155,000–$175,000. Our total compensation package includes a competitive base salary, strong quarterly bonus potential, and equity/stock options designed to support long-term alignment and shared success.