Title: Manager of Customer Service, eComm
Department: eCommerce
Reports To: VP of Digital
Location: Hybrid or Remote
Position Overview:
The Manager, Customer Experience – eCommerce is a strategic and operational leader responsible for elevating the end-to-end customer journey across all ecommerce touchpoints. This role provides senior-level oversight of the CX team, manages complex escalations, and drives cross-functional initiatives that improve service quality, operational efficiency, and brand loyalty.
Reporting directly to the VP of Digital, this leader serves as a key liaison between CX and cross-functional partners, ensuring customer insights inform business decisions and that service standards align with brand expectations.
Key Responsibilities:
Strategic Leadership & Ownership
- Lead and develop the Ecommerce CX team, establishing clear performance expectations, accountability, and a culture of service excellence.
- Own the resolution of high-impact and complex customer escalations related to product, service, and operational deficiencies.
- Identify trends in customer feedback and translate insights into actionable business improvements.
- Partner with the VP of CX to define and execute customer experience strategy aligned with ecommerce growth objectives.
Operational Excellence
- Oversee quality assurance initiatives, track performance metrics, and drive continuous improvement efforts.
- Establish, document, and refine CX processes to improve efficiency and service outcomes.
- Create and manage team scheduling strategy based on business needs, seasonality, and volume forecasting.
- Monitor service KPIs and implement corrective action plans as needed.
Cross-Functional Collaboration
- Serve as the primary CX representative across Ecommerce, Operations, Wholesale, Merchandising, and Marketing.
- Lead cross-departmental initiatives that improve the ecommerce experience and reduce friction throughout the customer journey.
- Advocate for customer-first decision-making across the organization.
People Leadership & Development
- Coach and develop team members to strengthen problem-solving, decision-making, and customer recovery skills.
- Identify training needs and implement structured learning initiatives to elevate team performance.
- Oversee onboarding and training of new team members on service standards, policies, procedures, and product knowledge.
- Foster a culture of ownership, accountability, and proactive service.
Qualifications & Experience
- 5+ years of experience in customer experience, customer service operations, or sales support, with at least 2 years in a leadership capacity.
- Demonstrated ability to manage escalations and lead service recovery at a senior level.
- Strong analytical and problem-solving skills with the ability to translate insights into action.
- Experience within apparel, wholesale customer account management, or luxury brands preferred.
- Exceptional written and verbal communication skills.
- Highly organized with strong time management and prioritization capabilities.
- Proven ability to lead both independently and collaboratively in a fast-paced environment.
- Located in Metro Detroit (hybrid or on-site as required).
Technical Programs
- NetSuite
- Shopify
- Gorgias
- Loop Returns (Returns & Exchanges)
- Signifyd
- Rydership
- Globale
- Yotpo
- Wonderment
- Google Suite
Benefits Greyson is proud to offer employees a comprehensive benefits package that include:
- Unlimited Paid Time Off
- Paid Sick Leave
- 13 annual paid company holidays
- Competitive employee discount
- Paid Family Leave Program (maternity & bonding)
- Tax Advantage Accounts (FSA, HSA, FSA Dependent Care, 401(k), and 401(k) Roth)
- Comprehensive Medical Coverage (medical, dental, vision) with company HSA contributions
Company Background and the Path Ahead:
Greyson is a pioneer of innovative products and design, embodying a lifestyle brand with deep emotional connections to our consumers. From our origins in golf apparel, we have expanded into multiple lifestyle categories while maintaining our commitment to high design and technical performance. Our brand values authenticity, service, and community connection, supporting initiatives such as the Morgan Hoffman Foundation and engaging in community outreach activities. As we continue to grow and evolve, Greyson is poised for even greater success as an omnichannel brand with a strong presence in wholesale, e-commerce, and retail channels. Join us as we embark on this exciting journey to redefine the boundaries of fashion and performance.
