Talent.com
Customer Experience Operations Manager (New York)
Customer Experience Operations Manager (New York)Swish Breaks • New York, NY, US
Customer Experience Operations Manager (New York)

Customer Experience Operations Manager (New York)

Swish Breaks • New York, NY, US
[job_card.variable_days_ago]
[job_preview.job_type]
  • [job_card.part_time]
[job_card.job_description]

Customer Experience Operations Manager

Location : New York, NY (On-site) Department : Customer Experience / Operations / Product

Reports To : COO / Head of Operations

Company Description

Swish Breaks is the fastest-growing sports entertainment and live shopping company built by a team of passionate sports enthusiasts. With 80+ employees and over 90,000 orders fulfilled each month, were redefining the sports collectibles experience through live-streamed entertainment, world-class ops, and an incredible customer community.

As we scale, we are investing heavily into the customer experience side of the business developing better systems, tighter feedback loops, new tools, and an elite support operation that matches the pace of our growth.

Role Description

We are seeking a Customer Experience Operations Manager to build, own, and scale Swish Breaks customer experience function from the ground up.

This is a foundational, highly cross-functional role you will work closely with Operations, Product, Engineering, and Leadership to design the full end-to-end customer journey across support, issue resolution, product improvement, and overall experience.

You will be the first dedicated leader in this function, responsible for building the systems, structure, and processes that enable Swish Breaks to deliver the best customer experience in the live shopping industry. As the function scales, you will also have the opportunity to build and lead a small team (12 people initially).

This role is on-site in New York, NY .

Key Responsibilities

Customer Experience Strategy & Ownership

  • Build the full customer support and success strategy from scratch
  • Own the design of end-to-end customer workflows, from ticket handling to escalations
  • Create systems and processes that ensure consistently high customer satisfaction
  • Establish and track core CX KPIs (response times, resolution rates, CSAT, NPS, etc.)

Cross-Functional Collaboration

  • Work daily with the Operations team to identify root causes of issues and eliminate friction
  • Partner closely with Product & Engineering to design tools, features, and improvements based on customer feedback
  • Translate customer pain points into actionable insights for senior leadership
  • Participate in product roadmap conversations as the voice of the customer

    • Customer Support Systems & Tools

  • Select and implement support tools, ticketing systems, macros, automations, and reporting frameworks
  • Develop internal documentation, knowledge bases, and standard operating procedures
  • Identify opportunities for automation and improved efficiency

    • Execution & Problem Solving

  • Personally handle top-tier issues, escalations, and unique customer situations
  • Improve issue resolution speed and accuracy through structured processes
  • Proactively identify patterns in customer inquiries and build solutions to reduce volume

    • Team Building & Leadership (Future)

  • Potential to hire and manage 12 customer support specialists as demand grows
  • Train, coach, and develop team members to uphold Swish-level service standards

    • Qualifications

    Required

  • 37+ years of experience in customer success, customer support, or CX operations
  • Experience building processes, systems, or CX infrastructure from scratch
  • Strong operational mindset with the ability to design scalable workflows
  • Excellent written and verbal communication skills
  • Empathetic, customer-obsessed, and solutions-oriented
  • Experience working cross-functionally with Product, Engineering, and Operations
  • Ability to thrive in a fast-paced, ambiguous, rapidly evolving environment
  • On-site availability in NYC

    • Preferred

  • Experience in e-commerce, live shopping, marketplaces, or high-volume support environments
  • Prior experience selecting or implementing CX tools (Zendesk, Gorgias, Intercom, etc.)
  • Startup or early-stage company experience

    • Compensation

    Salary range : $70,000 $110,000 , depending on experience.

    What We Offer

  • Opportunity to build an entire customer experience function from the ground up
  • A dynamic, energetic environment in a rapidly growing sports entertainment company
  • Collaboration with senior leadership and cross-functional teams
  • Room for future team-building and leadership expansion
  • Competitive compensation and growth opportunities
  • Competitive benefits offerings
    • [job_alerts.create_a_job]

    Manager New New • New York, NY, US

    [internal_linking.similar_jobs]
    Utilization Manager

    Utilization Manager

    Samaritan Daytop Village, Inc. • New York, NY, United States
    [job_card.full_time]
    Healthcare staff can work anywhere.Monday, Tuesday, Thursday and Friday (9am-5pm).A nationally recognized comprehensive Health and Human Services Agency, with over 60 programs across New York City ...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Operations Manager Full Time Role (New York)

    Operations Manager Full Time Role (New York)

    Sienna Charles • New York, NY, United States
    [job_card.full_time]
    A premier luxury lifestyle company featured in Forbes is seeking a hands-on Operations Manager to lead Customer Service and build the systems that keep the business running.This is a producer role ...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Store Manager : Lead Ops & Customer Experience (70k+)

    Store Manager : Lead Ops & Customer Experience (70k+)

    Bhired • New York, NY, United States
    [job_card.full_time]
    A retail food-service company in New York is seeking a Store Manager to oversee daily operations and ensure excellent customer service. The ideal candidate will have strong people skills and the abi...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Utilization Manager

    Utilization Manager

    Acacia Network • Bronx, NY, United States
    [job_card.full_time]
    Are you ready to give back to the community while pursuing your passion? For over 50 years, Acacia Network and its affiliates have been committed to improving the quality-of-life and wellbeing of u...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Customer Experience Assistant Manager

    Customer Experience Assistant Manager

    Brilliant Earth • New York, NY, US
    [job_card.full_time]
    Customer Experience Assistant Manager - New York City.The Customer Experience Assistant Manager for our Manhattan, NYC location will build, lead and mentor a team of dedicated Concierges, ...[show_more]
    [last_updated.last_updated_30] • [promoted]
    User Operations Manager

    User Operations Manager

    Harvey • New York City, New York, USA
    [job_card.full_time]
    At Harvey were transforming how legal and professional services operate not incrementally but end-to-end.By combining frontier agentic AI an enterprise-grade platform and deep domain expertise wer...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Senior Manager, Technical Operations

    Senior Manager, Technical Operations

    1Password • Staten Island, NY, US
    [job_card.full_time]
    Senior Manager, Technical Operations.At 1Password, we're building the foundation for a safe, productive digital future.Our mission is to unleash employee productivity without compromising security ...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Customer Experience & Property Engagement Manager

    Customer Experience & Property Engagement Manager

    Natural Wireless • New York City, NY, US
    [job_card.full_time]
    [filters_job_card.quick_apply]
    Customer Experience & Property Engagement Manager Full-Time .Field-Based | New York City | Natural Wireless Position Summary : . Natural Wireless, a leading provider of building-wide high-speed In...[show_more]
    [last_updated.last_updated_30]
    Operations Manager (NYC)

    Operations Manager (NYC)

    Nivoda • New York, NY, US
    [job_card.full_time]
    We are looking for a highly proactive, operationally sharp, and people-first Operations Manager to lead the day-to-day functioning of our NYC Fulfillment Hub. You will be the backbone of local and N...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Senior Manager, Tech-Enabled Operations & Analytics (Ref : 193585)

    Senior Manager, Tech-Enabled Operations & Analytics (Ref : 193585)

    Forsyth Barnes • New York, NY, US
    [job_card.full_time]
    Senior Manager Tech-Enabled Operations & Analytics.This position is not available for C2C or C2H.The client is unable to sponsor at this time. Senior Manager, Tech-Enabled Operations & Analy...[show_more]
    [last_updated.last_updated_variable_hours] • [promoted] • [new]
    Director, Customer Experience & Subscription Operations

    Director, Customer Experience & Subscription Operations

    Hearst • New York City, New York, USA
    [job_card.full_time]
    Director Customer Experience & Subscription Operations.Lead and inspire a customer-first culture at one of the worlds most iconic media companies. As Director of Customer Experience & Subscr...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Experience Manager

    Experience Manager

    Tier1usa • New York, NY, United States
    [job_card.full_time]
    Address 532 Neptune Ave, Brooklyn, NY 11224, USA.LIVunLtd is looking for a Guest Experience Manager to join our growing team in New York, New York. As the Guest Experience Manager you will work at o...[show_more]
    [last_updated.last_updated_30] • [promoted]
    VP- Card Customer Experience Product Manager

    VP- Card Customer Experience Product Manager

    JPMorgan Chase • New York, NY, US
    [job_card.full_time]
    The Card Customer Experience Product team is seeking a highly effective, customer-focused, and proactive Product Manager to help lead the rapidly growing product development and end-to-end capabili...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Client Experience Manager

    Client Experience Manager

    Madison Logic • New York, NY, US
    [job_card.full_time]
    Our Blueprint (Company Overview).At Madison Logic, we turn buyer uncertainty into confident action.Using data-driven insights and strategic expertise, we help marketers align every decision-maker, ...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    People Experience Manager New York, NY

    People Experience Manager New York, NY

    ESRhealthcare • New York City, New York, USA
    [job_card.full_time]
    People Experience Manager - (14074-1) New York NY.Strong project and program management skills Experience in culture engagement or people experience initiatives People Experience Manager.Experience...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Senior Manager, Customer Experience Operations

    Senior Manager, Customer Experience Operations

    reAlpha • Jersey City, NJ, US
    [job_card.full_time]
    Nasdaq : AIRE) is a real estate technology company developing an end-to-end commission-free homebuying platform.Utilizing the power of AI and an acquisition-led growth strategy, reAlpha's goal i...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Customer Experience Assistant Manager

    Customer Experience Assistant Manager

    Rinvio Recruitment • New York City, New York, USA
    [job_card.full_time]
    We are seeking a Customer Experience Assistant Manager for the Manhattan NYC showroom tasked with the strategic leadership and mentorship of a team comprising Concierges Customer Experience Assista...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Senior Manager, Customer Experience

    Senior Manager, Customer Experience

    Rent the Runway • Brooklyn, New York, USA
    [job_card.full_time]
    Rent the Runway (RTR) is transforming the way we get dressed by pioneering the worlds first Closet in the Cloud.Founded in 2009 RTR has disrupted the $2. As the ultimate destination for circular fas...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]