Sr. Manager, Customer Experience - #257215

Description

Evolus is a performance beauty company with a customer-centric approach focused on delivering breakthrough products. We are seeking an experienced and driven Senior Manager, Customer Experience to join our Operations Team. This role oversees commercial and sample ordering processes, delivery execution, multichannel support, and 3PL coordination. It requires someone who is both operationally strong and customer-focused, with the ability to drive workflow automation, resource planning, and scaling of the Customer Experience function. Strong communication skills and direct experience interacting with customers are essential, as this role is both strategic and hands-on. If you join our team, you will be working on some of the most exciting opportunities and challenges we face, with a team that values growth, recognition, and camaraderie. In this role, you will be challenged to drive the success of Evolus to build a brand like no other.

Key Responsibilities

• Customer & Sales Support

• Implement strategies to improve customer service processes and efficiencies.
• Collaborate with other departments to provide a cohesive customer experience and develop strategies to enhance each stage of the customer journey.
• Communicate directly with customers to address concerns and improve satisfaction.
• Support sales teams with order visibility and escalation resolution.
• Develop and maintain a customer/consumer feedback process to ensure issues are collected, analyzed, and addressed promptly.
• Develop and track key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Lead team to resolve complex issues via chat, phone, and email using Zendesk and CRM tools.
• 3PL Coordination
• Work closely with the Executive Director, Supply Chain, to maintain a positive relationship with our 3rd Party Logistics partner.
• Act as a key contact for 3PL partners to track order logistics, resolve shipping issues efficiently, and ensure accurate and on-time fulfillment.
• Improve delivery performance and process scalability.
• Monitor 3PL performance to ensure quality and compliance are within the service level.
• Lead continuous improvement initiatives to enhance service levels and operational efficiency
• Technology, Process Improvement & Automation
• Optimize Zendesk for customer support.
• Collaborate with IT to automate key workflows and improve system integration.
• Use dashboards and data insights for decision-making.
• Utilize customer service platforms to track company trends and customer interactions
• Lead cross-functional initiatives to address systemic issues affecting customer satisfaction.
• Scalability & Resource Planning
• Implement strategies to improve customer service processes and efficiencies.
• Align customer experience initiatives with the company’s overall business objectives and goals.
• Forecast capacity and staffing needs to meet growth and service levels.
• Optimize team structure and tools to maximize efficiency.
• Design scalable processes that grow with business needs.
• Identify and implement process improvements to enhance the customer experience.
• Team Leadership
• Lead and develop a high-performing team with a customer-first culture.
• Promote continuous improvement and cross-functional collaboration.
• Train new hires within the sales team on processes within the Customer Experience team
• Provide training and support to team members on logistics processes and best practices.
• Lead recruitment and training schedule for new Customer Experience reps.
• Lead, mentor, and develop a high-performing customer experience team by conducting monthly and quarterly 1:1's.
• Lead Customer Experience job architecture as the company evolves.
• Communicate effectively with stakeholders to align customer experience strategies with business objectives.
  
  
Required Qualifications


• Bachelor’s degree
• 7+ years in customer operations or logistics, including 3+ years in leadership.
• Proficient in NetSuite and Zendesk; experienced with multichannel support.
• Strong communicator with hands-on customer interaction experience.
• Skilled in automation, capacity planning, and scaling operations.
• Strong leadership and people management skills
• Experience with Learning Management Systems
• Computer Skills – Proficient in Microsoft Office, NetSuite, Zendesk, Salesforce or another CRM.

Preferred Attributes

• Industry background in healthcare, aesthetics, or consumer goods.
• Familiarity with 3PL models and logistics KPIs.
• Critical Thinking — Analytical skills to track performance metrics and identify areas of improvement.
• Experience implementing support tech and process improvements.
• Data-driven mindset with strong analytical skills.
  
  

A Few Other Items Worth Mentioning:

• Office Location - Newport Beach (hybrid onsite Tuesday, Wednesday, and Thursday)
• Position reports directly to SVP IT & Operations
  
  

Compensation & Total Rewards

The expected pay range for this position is $150k to $170k. Your actual base salary will be determined on a case-by-case basis and may vary based on a number of considerations, including but not limited to role-relevant knowledge and skills, experience, education, certifications, and more.

We offer more than just a paycheck, and your base salary is just the start! Stay happy and healthy with our competitive suite of medical, dental, and vision benefits to help you feel your best and be your best. We also provide those benefits you shouldn’t have to worry about, from employer-covered life insurance to short-term disability. Take advantage of the 401 (k) match offered by Evolus and let us invest in your future. You may also be eligible for new hire equity and long-term incentives in the form of RSUs, stock options, and/or discretionary bonuses. We offer mental health and wellbeing resources for you to develop skills to find your calm, boost your confidence, and show up as your best self in work and life. Travel or relax and come back feeling refreshed with our flexible paid time off program for exempt employees and a paid time off accrual plan for non-exempt employees. Did we mention the holiday soft closure between the Christmas and New Year's holidays? We have that, too. Additional perks include regularly catered team meals at our Evolus Headquarters, a fully stocked kitchen (Kombucha & Coffee included), and the opportunity to join an organization where our values of Grit, Impact, Fun, and Transparency are displayed daily.

Evolus takes pride in being a company on the forefront of innovation, while being committed to conducting its business with the highest degrees of integrity, professionalism, and social responsibility. We are also committed to complying with all laws and regulations that apply to our business. Employee welfare is no different. Here at Evolus, we don’t just work together; we’ve built a culture of inclusion! Because of this, you’ll find yourself immersed in an environment that not only promotes respect, collaboration and team building, but a community too. And that’s just the tip of the iceberg. Join our team and see for yourself! EOE M/F/D/V. For more information, please visit our website at www.evolus.com.