Customer Experience Manager

Role overview

Aimé Leon Dore is hiring a Customer Experience Manager in New York, New York, to report to the Director of Domestic Operations. The role owns support across the full customer journey, handling issues from every customer touchpoint and acting as the main contact for service-related concerns. The aim is to deliver responses that are prompt, accurate, and aligned with the brand, while working closely with internal teams to keep the experience consistent and seamless.

Key responsibilities

• Guide, coach, and strengthen a high-performing customer experience team by running regular quality checks, setting clear goals, giving actionable feedback, and creating development plans.
• Handle a wide variety of customer matters, including post-purchase questions, product defects, service complaints, shipping delays, order mismatches, store-related issues, and general customer feedback.
• Protect the company’s service style and brand voice across digital channels while delivering fast, practical solutions.
• Act as the main CX connection point for internal teams and make sure customer insights are shared and acted on.
• Collaborate with cross-functional teams so CX plans stay aligned with product launches, marketing activity, and operational changes, while representing the CX team in internal communication.
• Work alongside fulfillment, logistics, and operations teams to resolve shipping-related issues such as wrong shipments, delays, and damaged items.
• Improve service operations by tracking recurring issues, documenting trends, and recommending small workflow refinements, while owning bigger strategic choices for the function.
• Research, assess, and implement workflow automation, AI/chatbot tools, and digitized processes to improve team productivity and customer self-service.
• Track, interpret, and present customer experience metrics and performance findings to leadership on a regular basis.
• Promote ongoing improvement by finding friction points early and putting practical fixes in place.
• Set, monitor, and surpass team and personal KPIs while building a roadmap for stronger future performance.

Requirements

• 3–5+ years of experience in customer experience, customer service, hospitality, retail support, or digital support roles.
• Excellent written communication skills with the ability to produce clear, polished, brand-appropriate responses.
• Proven ability to manage large volumes of customer inquiries accurately and with empathy.
• Prior exposure to Gorgias, ERP systems, 3PL warehousing, and Shopify is preferred.
• Comfort working across teams, holding stakeholders accountable, and taking full ownership of the function.
• Strong problem-solving ability for handling complex customer situations.
• Highly organized, detail-focused, and able to manage several active cases at once.

About the company

Aimé Leon Dore is rooted in Queens, NY, and is known for a design philosophy centered on simplicity, impact, and timeless appeal. The brand aims to create distinctive work that reflects its own aesthetic identity.

Compensation

The annual salary range for this role is $80,000 to $90,000.

Additional information

This is a full-time, onsite position based in New York, NY, and reports directly to the Director of Domestic Operations.