Archipelago Companies (OluKai, Kaenon, melin, and Roark) Sr. Manager, Customer Experience

Who We Are:

Archipelago Companies a portfolio of highly successful consumer lifestyle brands is seeking a talented and passionate individual with an entrepreneurial mindset to join our team. Our brands including OluKai Kaenon Melin Roark and Tradewind Services are leaders in their respective markets offering high-quality products and authentic marketing stories direct to consumers. At Archipelago Companies we pride ourselves on our commitment to integrity and we strive to create a culture of excellence in everything we do. If you are a driven and innovative individual with a passion for consumer brands we invite you to apply for our open position and become a part of our dynamic and growing team.

About the Role:

We are seeking a strategic execution-orientedleader to transform our Customer Experience function into a high-impact insight-driven and revenue-conscious organization. This role goes beyond traditional support. You will own theend-to-end post-purchase experience transforming Customer Experience into a key driver ofcustomer retention brand loyalty and operational excellence. You will lead a high-performing team build scalable systems and establish CX as a critical voice in shaping product operations and marketing decisions.

Key responsibilities include but are not limited to:

Team Leadership & Development

• Lead and scale a team of 20 agents and team leads across in-house and outsourced environments
• Build a high-performance culture grounded in accountability empathy and continuous improvement
• Recruit hire and onboard talent to support growth and scale
• Design career paths training programs and leadership development for the CX team
• Manage staffing scheduling and capacity planning to ensure optimal coverage across all channels (email chat phone social)

Voice of the Customer (VoC) & Insights

• Build and own a structuredVoice of Customer program(feedback collection tagging reporting)
• Translate customer insights into actionable recommendations across Product Marketing and Operations
• Establish feedback loops that influence roadmap prioritization and business decisions

Customer Experience Strategy & Growth

• Define and execute a forward-looking CX strategy aligned with brand growth and retention goals
• Position CX as adriver of customer lifetime value (LTV) retention and repeat purchase behavior
• Partner with Growth/CRM teams to identify opportunities forupsell cross-sell and save strategieswithin customer interactions
• Champion acustomer-first cultureacross the organization

Operations QA & Performance Management

• Own CX performance metrics including CSAT NPS FRT Resolution Time Contact Rate and Cost per Contact with a focus on continuous improvement and efficiency at scale
• Establish and manage quality assurance (QA) frameworks to ensure consistent service delivery
• Develop scalable SOPs escalation workflows and operational playbooks
• Lead capacity planning staffing models and workforce management across channels

Self-Service & Automation

• Own and scale self-service strategy (Help Center FAQs AI/chatbots)
• Drive contact deflection initiatives through proactive communication and automation
• Identify opportunities to improve efficiency while enhancing customer satisfaction

Technology & Innovation

• Oversee the CX technology stack (e.g. Gorgias Aircall AI tools)
• Partner with Tech and Operations to build integrations reporting dashboards and automation capabilities
• Continuously evaluate and implement tools that improve team productivity and customer experience

Cross-Functional Leadership

• Act as the primary CX partner to Product Operations Marketing and Fulfillment teams
• Surface systemic issues impacting customers and drive cross-functional resolution
• Influence company-wide decisions through customer insights and data

Vendor & Budget Management

• Own relationships with BPO and outsourced support partners
• Manage the CX budget including headcount planning vendor contracts and tooling investments
• Optimize cost structure while maintaining high-quality service

Escalations & Crisis Management

• Lead high-impact customer escalations and sensitive situations
• Develop and execute playbooks for critical events (e.g. delays recalls service disruptions)
• Ensure clear proactive communication during customer-impacting incidents

Requirements & Qualifications:

• Bachelors degree or equivalent experience
• 7 years of customer service experience with at least 23 years in a management or leadership role
• Proven experience in a DTC e-commerce or retail environment
• Demonstrated success improving CX KPIs and operational performance
• Experience managing multi-channel support operations (email live chat phone social)
• Strong analytical skills with the ability to translate data into action
• Excellent communication leadership and cross-functional collaboration skills

Preferred

• Experience managing outsourced/BPO teams at scale
• Familiarity with platforms such as Shopify Full Circle OMS tools and logistics workflows
• Experience with CX platforms such as Gorgias Zendesk Kustomer and AI-driven tools
• Background in building or scaling CX functions in high-growth environments

What Success Looks Like in Year One

• CSAT maintained above 4.75/5 with a clear improvement roadmap for continuous improvement
• Reduce contact rate by 10%
• Improve first response and resolution times while maintaining quality standards
• Launch and operationalize a Voice of Customer program influencing cross-functional decisions
• Build scalable onboarding training and QA programs
• Establish strong cross-functional partnerships that drive measurable improvements in product fulfillment and customer satisfaction

Location & Office Structure: This is an in-office hybrid position mandatory 4 days per week in office in Irvine CA with the option to work from home 1 day per week. On call as needed and subject to change without notice as per company guidelines.

Compensation: The salary range for this position is $111000 to $140000 plus opportunity for annual bonus; salary is based on the experience that you bring to the position.

Benefits and Perks:

• Complimentary chef prepared breakfast and lunch provided Monday - Thursday
• Generous product gift program and all brand discounts
• Growth opportunities within the Archipelago family of brands: OluKai Kaenon Melin Roark
• Company bonus program
• 5 year and 10 year Milestone Anniversary travel gifts
• Medical Dental Vision insurance in accordance with plan guidelines
• Company paid life insurance in accordance with plan guidelines
• 401k with employer match in accordance with plan guidelines
• 15 Days of PTO accrued annually plus one additional day of PTO every year on your anniversary and 3 Floating Holidays per year
• Paid beach and giveback days bi-annual team building events and other in-person celebrations
• Work with talented and great people who share a love of the ocean lifestyle

Archipelago Companies values a diverse inclusive and entrepreneurial workforce and culture and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individuals race color sex gender identity gender expression religion age national origin or ancestry citizenship physical or mental disability medical condition family care status marital status domestic partner status sexual orientation genetic information military or veteran status or any other basis protected by federal state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability please contact us at Archipelago will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Required Experience:

Senior Manager