About this opportunity
De'Longhi Group lists this Customer Experience Manager opportunity in upper saddle river, New Jersey. Review the employer’s description below for duties, qualifications and application requirements.
Job description
We're looking for a hands-on After Sales Customer Success manager to lead post-sale customer support and drive a world-class customer experience, lead initiatives that enhance the after-sales customer service outcomes. This role is responsible for planning, executing, and optimizing functional projects that improve customer satisfaction, operational efficiency and overall service delivery. You will be the bridge between our internal teams and our BPO partner in Guatemala, ensuring alignment on KPIs, training, processes, and brand voice—especially across social and digital support channels. Travel to Guatemala once per quarter is required to conduct performance reviews, calibrations, and training with the BPO team.
Responsibilities
Lead and manage end-to-end projects related to post-sale processes including returns, issue resolution, onboarding and warranty services
Develop detailed project plans, assign responsibilities, track progress & manage timelines
Coordinate initiatives aimed at enhancing service quality, agent training & knowledge-base content
Lead change management and rollout new tools, processes or service channels
Champion the voice of the customer by translating feedback into actionable improvements
Measure & report on successes
BPO Oversight
Maintain a close working relationship with our BPO provider in Guatemala
Travel quarterly to conduct on-site training, performance reviews, and quality audits
Ensure alignment on customer service tone, brand values, and cultural standards
Implement best practices and continuous improvement initiatives with BPO leaders
Social & Customer Experience
Oversee customer interactions on social media and online reviews
Ensure timely responses that reflect our brand voice and enhance customer experience
Collaborate with social, digital & marketing teams to manage public-facing responses and retailer relationships
Customer Experience & Insights
Monitor CSAT, NPS, first response time, and resolution metrics to identify trends
Drive customer feedback loops and use insights & analytics to improve policies, training, and workflows
Champion the voice of the customer within the company
Ad hoc customer experience responsibilities as needed
Qualifications
5+ years experience in a similar customer experience role
Expert in customer service, aftersales, or customer experience management
Experience managing outsourced (BPO) customer service teams
Strong understanding of social customer care and digital support tools
Willing and able to travel to Guatemala quarterly
Excellent communication, leadership, and cross-cultural collaboration skills
Experience working with CRM, ticketing, and supporting software for the department
Data-driven with the ability to create and present actionable performance reports
What We Offer
Flexible work structure with 2 days remote per week
Robust & inexpensive health coverage for you and your family through medical, dental and vision plans
Financial protection through life, accidental death & dismemberment, and long-term disability insurance
A company matching 401k plan
Generous paid time off including vacation, personal, sick, company holidays, and bereavement days so you can take the time you need
Learning & Development
All employees are provided with LinkedIn Learning licenses and unlimited access to LinkedIn Learning’s courses
Global hub of learning & development resources including global webinars covering a variety of technical, soft skills, and language training
Organized annual volunteer day, donation opportunities throughout the year with local non-profit organizations
Our Core Values
Ambition, Courage, Passion, Competence, Teamwork, Heritage, Respect
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.