Sr Manager, Customer Experience

Fox Factory • Duluth, GA

1d

About The Position

The Sr Manager of Customer Experience plays a critical leadership role in shaping and delivering a world-class post-sale experience across Fox Factory’s automotive and aftermarket portfolio. This role leads Customer Service and Warranty teams across all locations, setting the strategy, standards, and operating cadence that drive customer satisfaction, dealer confidence, and long-term loyalty. As the senior escalation authority, this leader balances customer advocacy with financial discipline, brand protection, and OEM and dealer partnerships—ensuring complex issues are resolved decisively while strengthening trust in the Fox Factory brand. With a sharp focus on reducing warranty expense and improving service performance, the role translates customer and field insights into measurable improvements in cost, quality, and retention. Equally important, this role serves as a vital connector between the customer, the field, and Fox Factory’s Product, Engineering, Manufacturing, and Quality teams. By leveraging data, analytics, and structured feedback loops, the Senior Manager of Customer Experience drives root cause resolution tied to product performance, upfit execution, and serviceability across real-world automotive conditions. The position partners closely with Sales, Dealer Development, and OEM stakeholders to enhance post-sale execution and elevate the overall ownership experience—directly supporting repeat business, brand advocacy, and profitable growth. This is a high-impact leadership role for a driven, customer-first operator who thrives in fast-paced environments and is passionate about turning customer experience into a competitive advantage for Fox Factory.

Requirements

• Highly effective multi-tasker who performs with composure under pressure, capable of leading teams through high-volume, high-stakes customer, dealer, and OEM situations while maintaining service quality and operational discipline.
• Strong performance-driven and goal-oriented leader, with the ability to set clear objectives, align teams to measurable outcomes, and drive execution against customer experience, warranty cost, and operational performance targets.
• Advanced problem-solving and decision-making capability, leveraging phone-based customer engagement, system data, and cross-functional collaboration to rapidly diagnose issues, resolve escalations, and prevent recurrence.
• Executive-level communicator and facilitator, comfortable leading complex discussions via phone, virtual, and in-person forums with senior leaders, OEM partners, dealers, and internal stakeholders.
• Deep systems and tools proficiency, including CRM, warranty management platforms, ERP, and reporting dashboards, enabling effective case management, trend analysis, and performance visibility.
• Proven ability to lead, coach, and train teams, including the development of standardized training programs, escalation playbooks, and best practices that scale customer experience excellence across locations.
• Strong analytical and reporting skills, with the ability to synthesize customer, warranty, and field performance data into clear executive-level insights, dashboards, and recommendations that drive strategic and operational decisions.
• High school diploma or equivalent required; additional education or specialized training in automotive operations, customer experience, business, or related fields preferred.
• Minimum of 5+ years of relevant professional experience in customer service, warranty, customer experience, automotive operations, or related roles, with demonstrated progression in responsibility and scope.
• Prior experience in automotive dealership environments strongly preferred, including sales, service, BDC, fixed operations, warranty administration, or customer support functions.
• Strong understanding of automotive processes and dealer operations, including sales-to-delivery workflows, service and repair processes, warranty claims, upfit or aftermarket modifications, and dealer–OEM interactions.
• Hands-on experience with CRM and customer engagement systems, with the ability to manage cases, track customer interactions, analyze trends, and leverage data to improve customer satisfaction and operational outcomes.

Responsibilities

• Lead and develop Customer Service and Warranty teams across all locations, setting clear expectations, performance standards, and operating rhythms that drive accountability, engagement, and consistent execution of the customer experience strategy.
• Own customer experience strategy for post-sale support, defining how service, warranty, and issue resolution support customer satisfaction, loyalty, retention, and lifetime value across dealer, aftermarket, and OEM partner channels.
• Establish a disciplined customer feedback and escalation framework, ensuring field issues, customer complaints, and dealer insights are systematically captured, prioritized, and translated into actionable improvements.
• Serve as executive-level escalation authority for complex, high-impact customer and dealer issues, balancing customer advocacy, warranty policy, financial exposure, brand protection, and long-term relationship value.
• Drive warranty expense reduction and claim performance improvement, owning strategy, policy governance, and execution to reduce cost per unit, claim frequency, cycle time, and repeat failures—without degrading customer satisfaction.
• Provide strategic oversight of warranty rate structures and exception approvals, including negotiation of rates and remedies aligned with OEM expectations, dealer realities, and aftermarket service economics.
• Analyze warranty, service, and field performance data at a system level, identifying root causes tied to product design, upfit execution, component quality, installation methods, and vehicle usage conditions.
• Lead structured root cause analysis and corrective action feedback loops with Product Development, Engineering, Manufacturing, and Quality teams, ensuring customer and field data directly informs design changes, validation improvements, and process controls.
• Partner with Product and Development teams to improve upfit performance and serviceability, providing real-world field feedback on installation complexity, service repair challenges, durability, and lifecycle performance of automotive and aftermarket components.
• Collaborate with Manufacturing and Operations leadership to address systemic build, assembly, and upfit issues that drive warranty claims, rework, and customer dissatisfaction.
• Work closely with Purchasing and Supplier Management teams to resolve vendor-related failures in the field, including supplier corrective actions, cost recovery, quality improvement plans, and performance accountability.
• Support Sales, Dealer Development, and OEM relationships by improving post-sale execution, dealer confidence, service responsiveness, and issue resolution—directly strengthening customer retention, repeat sales, and brand advocacy.
• Define, track, and communicate customer experience and warranty KPIs, including CSAT, dealer satisfaction, warranty cost per unit, claim severity, resolution cycle time, and repeat-issue rates, with regular executive-level reporting.
• Champion a customer-first, data-driven culture, ensuring teams are empowered to act decisively, escalate quickly, and close the loop between customer experience, product performance, and continuous improvement.

Benefits

• Fox offers an excellent compensation package and wide-ranging opportunities for professional development.
• Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401k plan with employer matching.
• Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED