Customer Experience Manager (MX) - Remote Eligible

Customer Experience Manager

The Customer Experience Manager plays a critical role in leading and developing a high-performing team dedicated to delivering exceptional service to our customers and internal partners. This position oversees Customer Experience Team Leads, agents, and other individual contributors, ensuring alignment with company standards while driving continuous improvement in service quality. This role will provide leadership, guidance, and coaching to team leads and frontline staff, ensure compliance with company policies and service standards, monitor and enhance the quality of customer interactions, collaborate with cross-functional teams to resolve issues and improve processes, and analyze performance metrics and implement strategies for improvement. This is a full-time (40h/week), salaried, remote position working Monday to Friday, 8am to 4:30pm EST. This role has a compensation range of MXN 486,200 to 561,000 per year.

Responsibilities

• Champion continuous improvements to enhance the MaryRuth's customer experience, including by mapping the customer journey and proactively identifying intervention points to elevate the experience, and evaluating and piloting new strategies to maximize customer value and loyalty.
• Lead the Community Experience team, which includes social media engagement public review engagement as well as Service Recovery initiatives aimed at strengthening brand reputation and restore customer confidence after negative experiences.
• Act as the primary representative for talent acquisition efforts for Customer Experience roles, including the interviewing, hiring, onboarding, and training of new team members.
• Conduct performance management, including quarterly and annual reviews for direct reports.
• Drive key outcomes such as customer retention, reduced churn, and improved satisfaction.
• Guide the Customer Experience Team in resolving complex issues and effectively handling escalation.
• Develop and refine customer listening strategies, segmentation approaches, and improvement initiatives.
• Oversee process governance, ensuring MaryRuth's systems for tracking and managing customer interactions remain efficient and evolving.
• Ensure policy adherence and leadership alignment, supporting Team Leaders in coaching and guiding their teams.
• Facilitate weekly leadership meetings to review feedback, align priorities, and implement action plans.
• Collaborate cross-functionally with Customer Experience Technology and IT teams to resolve technical issues.
• Monitor and achieve individual and departmental KPIs, ensuring performance standards are consistently met.
• Perform additional duties as assigned and support organizational initiatives.
• Be available to occasionally work holidays and weekends as required by business needs.
• Travel occasionally (<5%), with advance notice provided.

Qualifications

• 5+ years of progressive management experience in a customer service or contact center environment.
• Proven expertise in leading teams, demonstrated through strong metrics such as ticket volume handled and high customer satisfaction scores; track record of improving team efficiency through coaching, process optimization, and workflow enhancements.
• Deep understanding of customer support best practices, including multi-channel support (chat, in-app messaging, social media, live calls, and online communities); experience in customer needs analysis, consulting, and delivering strategic solutions.
• Social media experience preferred, with a strong ability to engage customers and manage public-facing interactions.
• Analytical problem solver, comfortable using data insights to identify and resolve issues proactively.
• Strong cross-functional collaboration skills, consistently meeting or exceeding shared KPI targets.
• Tech-savvy and adaptable, with ability to learn new software platforms quickly.
• Excellent team player and highly organized self-starter with a positive attitude and ability to manage multiple projects simultaneously.
• Fluency in spoken and written English.

Physical Requirements

• Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.
• This role involves sitting most of the time, but may also involve moving for brief periods of time.

Benefits Summary

• Competitive compensation, commensurate with experience.
• Sick time.
• Paid time off.
• Paid holidays.
• Medical insurance.

The Culture at MaryRuth's

We believe our work benefits from the diverse perspectives of our employees. As such, MaryRuth's celebrates inclusion and is committed to equal opportunity employment.

MaryRuth's is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, hair texture and hairstyles, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.