Customer Experience Manager, Tech

For more than 50 years Cannondale has been a leading innovator in the cycling world. As more riders of all ages and abilities get on the roads trails and streets than ever before were here to do the best work of our lives to push the greatest human-powered machine into the future each and every day. Were committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere. Fueled by a free-thinking always-game got-your-back mentality we ditched the rulebook and set forward on a path to make iconic bikes that simply work better. We look forward to the ride with you.

As our Customer Experience (CX) Manager Tech youll manage the CX Expert Tech team which provides advanced technical support and warranty expertise to our dealers and riders. Youll own team performance and keep operations running at their best. As a part of our Sales Operations team your focus is simple: manage the team drive operational excellence and position Cannondale as a leader in customer support. Youll handle warranty escalations improve processes and work closely with Product and Engineering to solve quality issues. For those who live and breathe bike tech this role offers the opportunity to make a real impact on riders how they interact with our innovative products and the team behind them.

Note: This is not a remote role is based at the Cannondale US HQ in Wilton Connecticut.

How Youll Make an Impact:

• Manage performance employee relations and career development for our CX Expert Tech team with the aim of providing best-in-class product and customer support
• Oversee hiring disciplinary actions and staffing decisions for both teams
• Accountable for our Factory Tech Room (FTR) operations ensuring timely parts ordering issue tracking and turnaround goals are met
• Escalate warranty issues to Product Management and produce reports for Global QC meetings
• Provide supplemental support for phone inquiries claim resolution and FTR Tech coverage as needed
• Respond to dealer warranty and technical questions via phone and email
• Maintain up-to-date technical expertise on bicycle components and systems and act as technical resource for the broader NA Commercial team
• Foster a positive working environment and effective teamwork for a remote and hybrid team

What You Bring to the Table:

• High school diploma or equivalent with 24 years of experience in a customer service environment
• Experience managing a team and direct reports
• Strong technical understanding of bicycle systems
• Excellent record-keeping skills and attention to detail
• Proficient in Microsoft Word Excel and Outlook with ability to learn other software
• Demonstrated problem-solving and decision-making skills
• Strong verbal written computer and interpersonal skills
• Passion for bicycles and cycling
• Ability to adapt to change and evolving scenarios
• Maintain professional composure when working with external customers

What we offer:

• Comprehensive Medical/Prescription/Dental/Vision plans
• Hybrid work environment
• Generous Paid Time Off Programs
• Life & Disability Insurance
• FSA/HSA/Dependent Care FSA
• 401k and company match
• Commuter Incentive Program
• Volunteer Time Off
• Voluntary benefits (critical illness accident and hospital indemnity insurances)
• Great discounts on company products
• Employee Wellness Program
• EAP benefit
• Parental Leave program
• Access to group home and auto insurance
• A mix of casual yet professional culture

Want a closer look into what its like to Come Ride With Us Explore more of Cannondale onInstagramandLinkedIn.

About the organization

As a proud member of the Pon Holdings family Cannondale benefits from the strong foundation and extensive network of one of the Netherlands largest family-owned businesses as well as the largest bike portfolio in the world: including brands like Gazelle Santa Cruz Cervélo Kalkhoff Focus Urban Arrow Veloretti and Swapfiets. Being a part of Cannondale means being part of a dynamic and forward-thinking organization backed by the strength and stability of Pon Holdings.

Dont meet every single requirement Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cannondale we value a diverse inclusive and authentic workplace so if youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description regardless of your gender or race we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Our DEI Mission Statement: At Cannondale we are on a mission to inspire cycling for all. Whoever you were are or will be you can find yourself here. Our diverse line-up of bikes reflects diverse voices diverse communities and diverse aspirations. We know the only way to foster that diversity is to foster inclusion in our perspectives. We are committed to not only seeking unique voices but also cultivating embracing and channeling those of every member of the Cannondale community. We understand that doing so makes both our company and our products better. Its why we want you to Come Ride With Us because bikes belong to us all.

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race color religion national origin ancestry alienage or citizenship status age sex sexual orientation gender gender identity gender expression marital status disability military service and veteran status pregnancy childbirth and related medical conditions or any other characteristic protected by applicable federal state or local laws. For additional information please clickhere. We will endeavor to make a reasonable accommodation for the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for a role with or participate in the hiring process with the Company please let us know.

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