Assistant Manager, Customer Experience

• Partner with the Resolutions team on escalated and sensitive customer concerns.
• Help balance business needs with customer satisfaction and retention goals.
• Serve as an escalation point for complex customer issues when necessary.
• Work collaboratively to identify solutions that strengthen long-term customer relationships.

• Provide ongoing coaching, feedback, and development support to Customer Experience team members.
• Help communicate policy, process, and system updates across the department.
• Support onboarding and development initiatives for new hires.
• Partner with leadership to create an engaged, informed, and high-performing team environment.

• Prior experience in Customer Experience, Customer Service, Contact Center Operations, or a related field.
• Experience in a leadership, supervisory, or team lead capacity.
• Proven ability to handle escalated customer situations with professionalism and empathy.
• Strong interpersonal, communication, and relationship-building skills.
• Experience working with CRM platforms, helpdesk systems, and customer service technology.
• Ability to analyze service trends, prioritize effectively, and solve problems in a fast-paced environment.
• Passion for delivering exceptional customer experiences and building customer loyalty.
• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field preferred.

• You naturally lead through collaboration, influence, and service.
• You thrive in a fast-paced environment where priorities can shift quickly.
• You enjoy coaching others and helping them grow professionally.
• You balance customer advocacy with sound business judgment.
• You are energized by solving problems and improving processes.
• You take pride in creating experiences that turn customers into lifelong advocates.

At Phillip Jeffries, we believe exceptional work deserves exceptional care.

Our commitment to creating a more beautiful world extends to how we support our team, offering thoughtfully designed benefits and meaningful perks that reflect our appreciation for your talent and time.

• Competitive annual salary ranging from $70,000 to $80,000, based on your industry experience and background.
• Annual company bonus opportunity to reward your performance
• Annual Cost of Living increases that honor your growth and commitment
• Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required

• Comprehensive medical coverage with employee premiums as low as $50 per month Coverage options for spouse, domestic partner, civil union partner, and family
• Coverage options for spouse, domestic partner, civil union partner, and family
• Health Reimbursement Account (HRA) to offset medical expenses
• Prescription, dental, and vision coverage to support whole-person wellness
• Flexible Spending Accounts (FSAs) for healthcare and dependent care
• Employee Assistance Program that supports your mental, financial, and physical well-being
• Pet insurance for your four-legged companions

Time to Recharge

• Enjoy a generous 34 days of paid time off each year , including: 18 paid vacation days 13 paid holidays , including the week between Christmas and New Year's Up to 3 additional paid volunteer days annually to support the causes and communities you care about
• 18 paid vacation days
• 13 paid holidays , including the week between Christmas and New Year's
• Up to 3 additional paid volunteer days annually to support the causes and communities you care about

• Structured onboarding plan with clear 30, 60, and 90-day milestones and continued training for long-term success

• Exclusive employee discount on Phillip Jeffries wallcoverings to elevate your home
• Access to Working Advantage with discounts on travel, entertainment, and everyday purchases

Phillip Jeffries is an Equal Opportunity Employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.