Customer Experience Manager

Bandit Running is a pioneering technical performance brand committed to creating innovative, high-quality apparel & gear for goal-driven runners. Our mission to “Evolve Running” guides everything we do, always putting the needs of the global running community first. As the fastest-growing brand in the sport, we challenge conventional brand-building norms, prioritizing an extremely high-bar for disruptive excellence across product, experiences & content. Our vision is to build an enduring, iconic brand that breaks down barriers & inspires greater passion & participation in the sport we love.

We’re seeking a Customer Experience Manager to lead and scale Bandit’s customer service. Reporting to the Head of Operations, this role focuses on refining systems, processes, and performance to ensure every customer interaction reflects Bandit’s commitment to top-notch customer service. This is a cross-functional, data-driven role that turns customer feedback into process improvements, smarter automation, and stronger systems that continuously raise the bar for the customer experience.

Requirements

• Lead customer experience across all channels with a customer-first mindset, developing and refining processes for industry-leading service at scale
• Manage the customer service team to deliver high-quality support while consistently meeting service-level targets
• Build and maintain feedback loops with Product, Operations, and Fulfillment to surface and resolve product defects, shipping issues, and customer friction in real time
• Develop and maintain CX processes, tone guidelines, macros, and escalation workflows to ensure consistent, high-quality support as the business scales
• Own and optimize CX systems including Gorgias, Siena, and Loop to improve agent efficiency, automation, reporting, and policy execution
• Analyze ticket trends, contact drivers, and return data to identify root causes and drive ticket-reduction, cost optimization, and process improvement initiatives
• Create and execute customer-delight programs that strengthen customer loyalty and brand connection
• Track, report, and analyze CX performance metrics using insights to drive continuous improvement

WHAT WE’RE LOOKING FOR:

• 3 years of experience in customer experience at a high-growth DTC or consumer brand, ideally a startup.
• Proven experience managing CX teams and performance against service-level and satisfaction metrics.
• Strong analytical and detail-oriented mindset with the ability to translate ticket data and customer feedback into actionable insights using Excel, Google Sheets, and reporting tools.
• Relentless focus on process improvement, accuracy, and long-term scalability.
• Strong operator mindset with the ability to think strategically and execute quickly through ambiguity.
• Experience using CX platforms such as Gorgias, Loop, Siena, or similar tools.

Benefits

• This full-time, in-office role based in our Greenpoint, Brooklyn Headquarters
• Competitive base salary + equity
• Comprehensive health, dental, and vision benefits and flexible PTO
• Rocket-ship level momentum with a career-defining opportunity at-hand
• Pay range $100,000-$115,000.

At Bandit, we’re building an incredible culture rooted in our three core values—Trust, Empathy, & Excellence. We believe that in order to build the best team, our baseline is an environment where everyone can bring their full & authentic selves to the table. We are committed to fair hiring practices where we hire team members for their potential & advocate for diversity, equity, & inclusion. We do not discriminate based on your race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class.