Customer Experience Manager

Customer Experience Manager at Swoon Customer Experience Manager at Swoon in Colleyville, Texas Posted in about 24 hours ago.

Type:

full-time

Job Description:

Are you a customer experience leader who knows how to build high-performing teams from the ground up, drive accountability through data, and turn every customer interaction into a revenue opportunity? A growing manufacturing company based in Grapevine, TX is looking for a Customer Experience Manager to take ownership of their customer service and experience functions. You'll lead a small team and a clear mandate: raise the bar on performance, build the structure that doesn't yet exist, and scale the function as the business grows. This is a hands-on leadership role

• not a seat at a desk reviewing reports, but a seat at the table where decisions get made.

The role is fully onsite in Grapevine, Texas. What your day will look like: Assess current call handling practices and identify gaps in conversion, qualification, and follow-through Build and implement training programs, call frameworks, and performance scorecards that the team can actually use Coach representatives on discovery skills, objection handling, and booking quality

• turning good calls into great outcomes Own scheduling and dispatch alignment, ensuring workload is distributed efficiently without overextending the field team Drive membership and service upsell conversations through your team, not around them Track and report on KPIs including booking rates, conversion percentages, response time, and capacity utilization Partner with operations and leadership to keep the customer-facing function aligned with broader business goals Why we love this role: True greenfield opportunity•the framework needs to be built, and you'll be the one to build it A company in active growth mode, including strategic acquisitions, where your impact will be felt quickly Strong leadership support and a culture that recognizes performance Exposure to a diverse customer base with room to develop your team into future leaders Competitive compensation with meaningful bonus upside tied to results you control What you'll need: 3+ years leading a customer service, call center, or inside sales team A track record of improving the numbers that matter•conversion rates, booking quality, show rates Experience building KPIs, coaching frameworks, and accountability structures, not just inheriting them Comfort operating in a fast-moving environment where the playbook is still being written Strong communication skills and the ability to translate data into action Experience managing scheduling or dispatch coordination alongside customer service is a meaningful advantage Familiarity with performance dashboarding tools (Power BI or similar) is a plus

Schedule:

Monday-Friday, 7am-4pm, with minimal oversight of weekend and after-hours operations