Senior Manager of Customer Experience

Role Overview

The Senior Manager of Customer Experience is responsible for driving operational excellence across FIGS’ internal and external Customer Experience operations, ensuring we consistently deliver best-in-class service while meeting performance, quality, and SLA expectations.

What You Will Do

Operational Strategy & Management, Insights, Metrics, & Reporting, Process Improvement & CX Project Management, Fraud Prevention, Reputation & Trust Management, Surprise & Delight, Leadership & Accountability.

Why It Might Be a Fit

Proven experience in global remote teams, customer experience/service or related fields, in a leadership role (6-8+ years), deep understanding of SLAs, CSAT, NPS, and advanced analytics reporting, strategic vision with the ability to oversee multiple initiatives and drive cross-functional collaboration.

Requirements

• Proven experience in global remote teams, customer experience/service or related fields, in a leadership role (6-8+ years)
• Deep understanding of SLAs, CSAT, NPS, and advanced analytics reporting
• Strategic vision with the ability to oversee multiple initiatives and drive cross-functional collaboration
• Extensive experience with CRM platforms, including setup, customization, and analytics
• Familiarity with CX experience platforms, reporting tools, and automation technologies
• Skilled in data-driven decision making, workflow design, and process automation
• Excellent communication, problem-solving, and change management capabilities
• Proven leadership in organizational change, team development, and strategic planning

Benefits

• Comprehensive benefits and perks package focused on your well-being
• Premium medical, dental and vision coverage
• Full access to wellness services through Breethe and Classpass
• 100% FIGS-sponsored life insurance and disability insurance
• Amazing 401(k) program, with a company match up to the first 6% of your contribution
• Generous paid time off
• Meaningful time away for baby bonding
• FIGS sponsored Uber Eats voucher for in-office weeks
• Personalized discount code for 50% off all FIGS products
• Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more…