Customer Experience Manager

Vita Coco•New York, NY

13h•$85,000 - $90,000•Hybrid

About The Position

The Vita Coco Company, created in 2004 by Co-CEO Michael Kirban and Ira Liran, produces the leading brand of coconut water in the United States with a growing presence around the world. In 2021, The Vita Coco Company became a publicly traded, Public Benefit Corporation. With a growing portfolio of natural products, The Vita Coco Company has identified its public benefit purpose as creating ethical, sustainable products that uplift communities and do right by our planet by harnessing and protecting nature’s resources. In 2022, The Vita Coco Company was certified as a B Corporation™ furthering the Company’s commitment toward operating its business as a force for good, while delivering better-for-you products. Vita Coco is headquartered in New York City with international offices in London and Singapore. The Company is Nasdaq-listed under ticker symbol COCO. We are seeking an experienced Customer Experience Manager to join our team at Vita Coco. In this role, you will be responsible for managing customer service initiatives, with a focus on optimizing processes and enhancing the overall customer experience. The ideal candidate will have a robust background in customer service, preferably within the consumer-packaged-goods industry, and possess strong leadership skills to manage offshore teams effectively. This is a hybrid role based in our NYC HQ with a 3-day in-office schedule. The Customer Experience Manager will report the Senior Manager, Omnichannel.

Requirements

5 years experience working on a customer service team, preferably at a CPG company
Strong understanding of the current customer service landscape (email, phone, chat bot, social, etc)
Experience managing a team of agents (domestic or international)
Crisis management experience a plus
Remains cool, calm and collected under pressure
Believes in customer experience above all else
Confidence working cross functionally to drive results
Fantastic spelling & grammar
Leadership skills
Ability to speak languages other than English a plus

Responsibilities

Customer Experience Strategy & Operations Own and oversee all aspects of customer service global operations, ensuring scalable, high-quality, and on-brand customer experiences across all channels (email, live chat, phone, and social).
Ensure alignment in service quality, tone, escalation handling, and resolution standards across regions, including ticket coverage and workflows for EMEA.
Develop and implement tactics to improve response times, resolution rates, and customer satisfaction while accounting for regional nuances and operational constraints.
Continuously evaluate CX systems, workflows, and performance metrics to identify regional gaps, risks, or inconsistencies.
Act as the voice of the customer across the organization, advocating for regional customer needs while maintaining a unified global CX strategy.
Agency Leadership & Performance Management Lead day-to-day management of the offshore CX agency, including performance oversight, quality assurance, and operational alignment.
Establish clear expectations, workflows, and accountability frameworks to ensure consistent service delivery.
Pressure-test agent performance and system usage, proactively addressing quality issues and coaching for improvement.
Drive automation and process optimization initiatives to increase efficiency, reduce manual effort, and improve accuracy.
Cross-Functional Collabor ation & Risk Management Partner cross-functionally with Legal, Marketing, Quality, Logistics, and external agencies to support CX-related initiatives.
Lead the creation and rapid deployment of new macros, workflows, and customer responses for emerging scenarios and escalations.
Collaborate closely with Brand and Leadership teams on high-risk or sensitive customer escalations to ensure brand alignment and risk mitigation.
Serve as the primary owner of CX vendor relationships, working closely with external partners and the internal legal team to manage contract revisions and execution.
Additional Responsibilities Digital Product Syndication Support and manage digital product syndication initiatives across platforms such as Salsify and Syndigo, ensuring accurate, timely, and consistent product data distribution.
Coordinate cross-functionally with Marketing, Sales, and retail partners to resolve data, workflow, and system issues impacting product visibility and accuracy.
Provide operational oversight and troubleshooting to maintain platform integrity and support broader digital commerce objectives.
Project Funding & Special Initiatives Support project funding workflows, including Tetra project funding, ensuring alignment with internal requirements, timelines, and approvals.
Act as an operational owner for ad-hoc projects requiring cross-functional coordination, documentation management, and follow-through.
Step in as a point person for initiatives outside of formal CX scope when gaps arise, ensuring business continuity and timely execution.