Customer Experience Operations Manager

Job Description

As Customer Experience Operations Manager, you are responsible for ensuring efficient and high-quality delivery of customer service for designated businesses within Balsam Brands. This role combines hands-on leadership. BPO/vendor management, and reporting excellence in optimizing operational processes, implementing service standards, and driving continuous improvement to enhance the overall customer experience.

You will be the primary contact and oversee and support our third-party Customer Service BPO’s servicing our GE, Indirect and Wholesale lines of business.

You will work closely with our BPO’s to monitor performance levels and ensure all agreed-upon target metrics are met and providing support for customer escalations.  Your regular interactions and ongoing support of our BPO leadership teams will be critical to maintaining an excellent customer experience.

In addition, you’ll work closely with our Customer Service (CS) teams in the US and Philippines as well as cross-functionally throughout Balsam Brands.  You will collaborate with the Social Media and Reputation Management team and will partner frequently with the Operations function. You’ll be involved with CS Leadership to proactively drive improvements to current procedures and policies, and lead reporting systems that deliver actionable insights to both internal stakeholders and our partners at GE.

This position reports to the SVP of Operations and is based in our office in Boise, Idaho. This is a hybrid role which includes Monday, Tuesday and Wednesday in-office.

What You’Ll Do:

• Lead and coach customer service teams (internal and BPO) to deliver exceptional service to retail, marketplace, and direct customers.
• Build and maintain reporting dashboards that track contact volumes, contact drivers, product issues, and warranty claims. Use data to proactively seek and implement process improvements.
• Manage and deliver regular reporting cadences (weekly, monthly, quarterly) to internal leadership and brand partners summarizing key trends, defect rates, and improvement actions.
• Analyze service and claim data to identify root causes and recommend preventive actions to reduce contact and defect volume.
• Keep BPO up to date on changes in processes, practices, marketing campaigns, etc. 
• Review BPO performance and regularly meet with BPO leadership for coaching and improvement planning
• Analyze customer service data, trends, and metrics to identify improvement areas and bottlenecks.
• Coordinate with cross-functional teams (Operations, eCommerce, Marketing) to enhance the customer experience through improved processes and technology
• Proactively identify opportunities for automation, self-service, AI-assisted support, and other operational enhancements
• Ensure that escalations are handled quickly and accurately, providing guidance and support to frontline staff

What you bring to the table:  

• Bachelor’s degree preferred not required
• 8+ years of experience working in customer service operations, ideally within consumer products, wholesale, or DTC ecommerce
• Proven success managing BPO or outsourced partners, with a strong record of SLA performance and continuous improvement.
• Ability to interpret data to “paint a picture” of what is happening in the CS operations
• Exceptional written and verbal communication skills. Able to present data-driven insights confidently to internal and external stakeholders.
• Comfortable working in fast moving, seasonal environments with complex retail and logistics networks.
• Meticulous attention to detail
• A self-starter with the ability to multi-task

About Us: Balsam Brands is a global, omnichannel retailer with roots in holiday and home décor. We strive for excellence in everything we do and present a unique opportunity for those seeking to have a meaningful impact in a people-first company that values relationship building, authenticity, and doing the right thing. We have steadily growing teams in Boise, the Bay Area, Dublin, Canada, Mexico and the Philippines.

The company's mission is to create joy together. We empower our team and partners to love what they do, provide products and experiences that inspire meaningful moments with family and friends, and give back to our families and communities in impactful ways. When you join Balsam Brands, you'll find a culture of caring people doing challenging work and building a welcoming workplace.

• Check out our flagship brand, Balsam Hill: www.balsamhill.com
• Balsam Brands in Forbes: https://bit.ly/balsambrandsforbes2023
• Balsam Brands on LinkedIn: http://www.linkedin.com/company/balsam-brands/
• Glassdoor: https://bit.ly/balsambrands-glassdoor

At Balsam Brands, we strive to offer a competitive compensation and benefits package. For permanent, full-time team members, our current package includes:

• Competitive compensation, including a cash-based incentive plan; salary is reviewed yearly and may be adjusted as part of the normal compensation review process
• Comprehensive Medical, Dental, and Vision coverage, with 100% of monthly premiums covered for team members, and 85%+ employer-paid premiums for other coverage tiers that include dependents
• Up to $2,000 annual funding toward HSA accounts
• Medical, transit, dependent care FSA
• Infertility coverage offered on all medical plans
• Generous parental leave program and flexible return options
• Company-paid life and AD&D insurance
• Company-paid short and long-term disability insurance
• 401(k) with dollar-for-dollar company match up to $4,000 per calendar year
• Employee Assistance Program (EAP) and other mental health and wellness perks
• Paid holidays, annual shutdown week, PTO, and volunteer time-off (VTO) packages
• Paid 5-week sabbatical leave after 10 years of employment
• Annual continuous learning benefit up to $1,000 per person, per fiscal year
• Up to $300 flexible reimbursement to support setup of new team member's work-from-home environment
• Generous team member merchandise discount
• Valuable extras: identity theft protection, subsidized parking, monthly wellness, pet insurance, accident & critical illness insurance

The base pay range for this position is: $97,000 to $121,000. Where an individual falls within that range will vary based on several factors including geographic location and may vary depending on candidate qualifications and experience, applicable skills, and other job-related factors. We benchmark our pay ranges against current external data sources and regularly review compensation for our team members. Balsam Brands is committed to providing our team members with an internally fair, externally competitive, and fiscally prudent total compensation package administered in a simple and consistent manner.

At Balsam Brands, we strive to build a diverse, equitable, and inclusive team to fulfill our purpose to create joy together. Balsam Brands is proud to be an equal opportunity employer. We encourage people from all backgrounds, ages, abilities, and experiences to apply. We do not discriminate on the basis of race, ethnicity, religion, national origin, citizenship, marital or family status, disability, sexual orientation, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

#Li-Hybrid

Additional Information

All your information will be kept confidential according to EEO guidelines.