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Kayak Pools
Ecommerce & Customer Experience Manager
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Based on New York data
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What they do
A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
$70,374 / year median in New York
+13% projected growth
Job Description
About the Role Kayak Pools is seeking an experienced, highly organized, results-driven Ecommerce & Customer Experience Manager to lead and optimize our direct-to-consumer business. This role blends ecommerce strategy, hands-on customer support leadership, and ownership of our print catalog program. You'll be responsible for driving online revenue, ensuring a seamless customer journey, expanding our product line into marketplaces (Amazon, eBay, Walmart) and managing one of our most important marketing assets: the Kayak Pools catalog. Key Responsibilities Ecommerce Management Own and manage the Kayak Pools ecommerce platform and marketplaces, including product listings, pricing, promotions, and merchandising Optimize site performance, user experience, and conversion rates Collaborate with marketing on campaigns, landing pages, and seasonal promotions Monitor analytics and KPIs (conversion rate, AOV, traffic, revenue) and implement data-driven improvements Manage integrations with payment providers, shipping systems, and CRM tools Customer Support Leadership Assist with all customer support channels (phone, email, chat, social) Build and refine processes to ensure fast, professional, and helpful responses Train and manage support staff or coordinate with outsourced teams Develop FAQs, help center content, and automated responses to improve efficiency Print Catalog Management Assist with the strategy, development, and execution of the Kayak Pools print catalog Coordinate with internal teams and external vendors (designers, printers, mail houses) Manage catalog production timelines, budgeting, and distribution Ensure brand consistency and compelling product storytelling Qualifications 3+ years of experience in ecommerce, preferably in a DTC or home improvement/product-based business Experience managing customer service operations or support teams Strong understanding of ecommerce platforms (Shopify, BigCommerce) Familiarity with print production and direct mail marketing is a strong plus Analytical mindset with experience using tools like Google Analytics or similar platforms Excellent project management, organizational, and communication skills What Success Looks Like Increased ecommerce revenue and improved conversion rates Faster response times and higher customer satisfaction scores A high-performing, visually compelling print catalog that drives measurable sales Streamlined processes across ecommerce and customer support Why Join Kayak Pools Be part of a well-established, growing brand with a strong legacy Opportunity to own and shape a critical revenue channel Competitive compensation and benefits