Customer Experience Operations Manager (New York)

Customer Experience Operations Manager

Location : New York, NY (On-site) Department : Customer Experience / Operations / Product

Reports To : COO / Head of Operations

Company Description

Swish Breaks is the fastest-growing sports entertainment and live shopping company built by a team of passionate sports enthusiasts. With 80+ employees and over 90,000 orders fulfilled each month, were redefining the sports collectibles experience through live-streamed entertainment, world-class ops, and an incredible customer community.

As we scale, we are investing heavily into the customer experience side of the business developing better systems, tighter feedback loops, new tools, and an elite support operation that matches the pace of our growth.

Role Description

We are seeking a Customer Experience Operations Manager to build, own, and scale Swish Breaks customer experience function from the ground up.

This is a foundational, highly cross-functional role you will work closely with Operations, Product, Engineering, and Leadership to design the full end-to-end customer journey across support, issue resolution, product improvement, and overall experience.

You will be the first dedicated leader in this function, responsible for building the systems, structure, and processes that enable Swish Breaks to deliver the best customer experience in the live shopping industry. As the function scales, you will also have the opportunity to build and lead a small team (12 people initially).

This role is on-site in New York, NY .

Key Responsibilities

Customer Experience Strategy & Ownership

• Build the full customer support and success strategy from scratch
• Own the design of end-to-end customer workflows, from ticket handling to escalations
• Create systems and processes that ensure consistently high customer satisfaction
• Establish and track core CX KPIs (response times, resolution rates, CSAT, NPS, etc.)

Cross-Functional Collaboration

Customer Support Systems & Tools

Execution & Problem Solving

Team Building & Leadership (Future)

Qualifications

Required

Preferred

Compensation

Salary range : $70,000 $110,000 , depending on experience.

What We Offer