Consumer Experience Manager

The Role

The Manager, Consumer Experience leads a high-performing hybrid team of onsite and remote CX Representatives to deliver best-in-class service across every consumer interaction. This role is responsible for driving daily operations, ensuring service excellence, and maintaining alignment with GTI's mission to create a seamless, positive experience for every consumer.

You will foster a positive, high-performing environment that supports engagement, accountability, and professional growth. In addition to managing daily operations, this role oversees core department functions including staffing and scheduling, system management, call center reporting, training and QA, and ongoing employee development. The Manager will also play a key role in capturing and analyzing Voice of the Consumer (VOC) data, preparing weekly and monthly summaries to identify trends, measure service performance, and drive continuous improvement.

This position partners closely with Retail, Accounting, IT, Operations, and Brand teams to strengthen collaboration, streamline communication, and ensure consistent service across all markets.

Responsibilities

• Lead daily CX Support operations, ensuring timely, accurate, and empathetic service across all consumer channels.
• Oversee scheduling, staffing, QA, and training to maintain coverage, performance, and service excellence.
• Serve as an escalation point for complex consumer situations and drive root-cause
• Analyze VOC data and service trends to inform leadership and drive process improvements.
• Track and analyze KPIs (SLA, CSAT, response time, resolution rate) to measure success and identify opportunities.
• Maintain and update SOPs, FAQs, and training materials to ensure clarity and consistency.
• Align CX Support strategies with broader Retail and Brand goals for a seamless consumer journey.
• Collaborate with Retail, Operations, IT, Brand, Accounting to enhance communication and CX systems.
• Recruit, coach, and develop team members through 1 : 1s, performance reviews, and ongoing feedback.
• Support AU launches, new market transitions, and high-volume periods with flexibility and proactive planning.

Qualifications

Additional Requirements

The pay range is competitive and based on experience, qualifications, and / or location of the role. Positions may be eligible for a discretionary annual incentive program driven by organization and individual performance.

Green Thumb Pay Range $80,000—$100,000 USD