The Role
Lead customer experience strategy across DTC and marketplace channels, own customer service platform and self-service resources, analyze feedback and KPIs to drive improvements, oversee day-to-day support and escalations, implement automation/AI solutions, and manage MAP compliance and retailer communications to protect pricing and brand reputation.
Summary Generated by Built In
Job Title: Customer Experience & Compliance Manager
Reports To: Director of Ecommerce
Location: Stone Mountain, GA
Mud Pie is a leading lifestyle brand specializing in home décor, gifts, and apparel. We are known for creating thoughtfully designed products that celebrate life’s everyday moments. We are a collaborative organization with a strong focus on creativity, quality, and delivering products our customers love.POSITION OVERVIEW:We are seeking an experienced and highly hands-on Customer Experience & Compliance Manager to lead and help build Mud Pie’s customer experience function across our direct-to-consumer and marketplace channels.
This is not a traditional customer service role. We need a proven customer service leader who has directly managed customer service teams, including both in-office and remote employees, and who can help develop our customer experience strategy, processes, systems, and team from the ground up.
The ideal candidate must have strong, hands-on experience with both Gorgias and Loop and be comfortable serving as Mud Pie’s primary internal owner and subject matter expert for these platforms. This person will be responsible for managing the systems, optimizing workflows and automations, developing reporting, troubleshooting issues, documenting processes, and training the broader team.
This individual will serve as the voice of the customer within the organization and partner cross-functionally with Ecommerce, Marketing, Sales, Operations, Product, and Technology teams to identify friction points, improve processes, and ensure every customer interaction reflects the Mud Pie brand.
This role is ideal for a customer-obsessed builder who can balance strategy with day-to-day execution, confidently lead a team, and create a scalable customer experience operation that drives satisfaction, loyalty, retention, and customer value.
CUSTOMER EXPERIENCE LEADERSHIP:
CUSTOMER EXPERIENCE SYSTEMS: GORGIAS AND LOOP
CUSTOMER EXPERIENCE OPERATIONS:
CUSTOMER INSIGHTS AND CONTINOUS IMPROVEMENT:
MAP COMPLIANCE:
REQUIRED QUALIFICATIONS:
PREFERRED QUALIFICATIONS:
Job Title: Customer Experience & Compliance Manager
Reports To: Director of Ecommerce
Location: Stone Mountain, GA
Mud Pie is a leading lifestyle brand specializing in home décor, gifts, and apparel. We are known for creating thoughtfully designed products that celebrate life’s everyday moments. We are a collaborative organization with a strong focus on creativity, quality, and delivering products our customers love.POSITION OVERVIEW:We are seeking an experienced and highly hands-on Customer Experience & Compliance Manager to lead and help build Mud Pie’s customer experience function across our direct-to-consumer and marketplace channels.
This is not a traditional customer service role. We need a proven customer service leader who has directly managed customer service teams, including both in-office and remote employees, and who can help develop our customer experience strategy, processes, systems, and team from the ground up.
The ideal candidate must have strong, hands-on experience with both Gorgias and Loop and be comfortable serving as Mud Pie’s primary internal owner and subject matter expert for these platforms. This person will be responsible for managing the systems, optimizing workflows and automations, developing reporting, troubleshooting issues, documenting processes, and training the broader team.
This individual will serve as the voice of the customer within the organization and partner cross-functionally with Ecommerce, Marketing, Sales, Operations, Product, and Technology teams to identify friction points, improve processes, and ensure every customer interaction reflects the Mud Pie brand.
This role is ideal for a customer-obsessed builder who can balance strategy with day-to-day execution, confidently lead a team, and create a scalable customer experience operation that drives satisfaction, loyalty, retention, and customer value.
CUSTOMER EXPERIENCE LEADERSHIP:
- Own the end-to-end customer experience strategy across Mud Pie’s direct-to-consumer and marketplace channels.
- Lead, manage, coach, and develop customer service team members working both in the office and remotely.
- Establish clear performance expectations, service standards, quality assurance processes, and ongoing training programs for the customer service team.
- Champion a customer-first culture and serve as the internal voice of the customer in business decisions, process improvements, and cross-functional conversations.
- Build and improve the processes, documentation, training, and infrastructure needed to support a scalable customer experience function.
- Design and implement programs that surprise, delight, and build long-term customer loyalty.
- Identify friction points throughout the customer journey and partner with internal teams to develop and implement solutions.
- Manage escalated customer situations with professionalism, urgency, and empathy while protecting the Mud Pie brand.
- Balance customer satisfaction with business needs, operational realities, and established company policies.
- Identify opportunities to drive customer value through proactive engagement, product recommendations, retention efforts, and appropriate upselling.
CUSTOMER EXPERIENCE SYSTEMS: GORGIAS AND LOOP
- Serve as the primary internal owner, administrator, and subject matter expert for Gorgias and Loop.
- Lead the implementation, configuration, ongoing management, and optimization of Gorgias and Loop.
- Build and maintain workflows, rules, macros, tags, automations, integrations, routing, reporting, and customer communication templates.
- Ensure Gorgias and Loop are configured to support efficient operations and a consistent, on-brand customer experience.
- Troubleshoot platform issues and work directly with internal technology teams and external platform partners when additional support is needed.
- Develop platform documentation, standard operating procedures, and training materials.
- Train customer service team members and cross-functional partners on platform functionality, workflows, and best practices.
- Monitor system adoption and team usage to ensure processes are being followed consistently.
- Identify opportunities to use automation and AI to increase efficiency, improve response quality, and reduce repetitive work without sacrificing the customer experience.
- Own and continuously improve Mud Pie’s Help Center, Knowledge Base, self-service resources, returns experience, and related customer-facing tools.
CUSTOMER EXPERIENCE OPERATIONS:
- Oversee day-to-day customer service operations and participate directly in customer engagement when needed.
- Ensure consistent, accurate, and high-quality service across email, chat, phone, social media, reviews, marketplaces, and other customer contact channels.
- Monitor customer service volume, staffing needs, response times, resolution times, escalations, and overall team performance.
- Create processes for workload management, ticket prioritization, escalation handling, and coverage across in-office and remote team members.
- Prepare the customer service team and supporting systems for promotional periods, seasonal volume, product launches, and other peak business periods.
- Partner with Ecommerce, Operations, and Technology teams to ensure customer-facing systems and processes work effectively from order placement through returns and post-purchase support.
- Evaluate and recommend customer experience tools and technology that improve efficiency, reporting, and the overall customer journey.
CUSTOMER INSIGHTS AND CONTINOUS IMPROVEMENT:
- Analyze customer feedback, reviews, support interactions, returns data, and service trends to identify opportunities and emerging issues.
- Establish, track, and improve key customer experience metrics, including CSAT, first response time, resolution time, contact rate, return rate, review ratings, customer retention, repeat purchase behavior, and team productivity.
- Develop regular reporting that helps leadership understand customer sentiment, service performance, recurring issues, and opportunities for improvement.
- Use customer data to recommend and implement initiatives that increase satisfaction, retention, advocacy, and lifetime value.
- Identify recurring contact drivers and partner with cross-functional teams to address root causes.
- Monitor customer feedback, reviews, ratings, and service metrics across marketplace channels.
- Partner with Ecommerce, Marketing, Sales, Operations, Product, and Technology teams to improve policies, processes, products, and website experiences based on customer insights.
MAP COMPLIANCE:
- Serve as the primary owner of Mud Pie’s MAP compliance program, enforcement communications, and retailer follow-up activities.
- Manage MAP monitoring software and processes to help ensure pricing integrity across retail channels.
- Partner with Sales to identify and resolve retailer compliance issues quickly and professionally.
- Maintain clear documentation of violations, communications, follow-up actions, and resolutions.
- Monitor compliance trends and provide leadership with clear reporting and actionable recommendations.
REQUIRED QUALIFICATIONS:
- 5+ years of experience in customer service, customer experience, Ecommerce, retail operations, or a related field.
- 2+ years of direct experience managing and developing a customer service team.
- Experience managing customer service employees working both in-house and remotely.
- Advanced, hands-on experience using and administering Gorgias and Loop is required.
- Demonstrated ability to configure and optimize workflows, automations, reporting, integrations, and team processes within Gorgias and Loop.
- Experience building, launching, or significantly improving customer service programs, systems, and processes.
- A track record of improving the customer journey—not simply maintaining existing operations.
- Strong leadership, coaching, performance management, and team development skills.
- Strong analytical skills and the ability to use data to identify problems, measure performance, and recommend solutions.
- Excellent written and verbal communication skills.
- Strong organizational and problem-solving abilities, with the ability to manage multiple priorities in a fast-paced environment.
- Comfort working directly with customers and managing complex or escalated situations.
- Comfort with AI tools, automation, and emerging customer experience technology.
- Proficiency in Microsoft Office, particularly Excel and Outlook.
- Must be able to commute to the Stone Mountain, GA office Monday through Thursday.
PREFERRED QUALIFICATIONS:
- Experience supporting customer experience within Ecommerce marketplaces such as Amazon, Walmart, and Faire.
- Experience with Shopify or another major Ecommerce platform.
- Experience managing returns, exchanges, and post-purchase customer journeys.
- Experience supporting Ecommerce platform implementations, migrations, or major system changes.
- MAP compliance or retailer compliance experience.
- Bachelor’s degree or equivalent professional experience.
Skills Required
- 3+ years experience in customer experience, ecommerce, or related field
- Experience supporting customer experience within ecommerce marketplaces (Amazon, Walmart, Faire, etc.)
- Familiarity with Shopify
- Hands-on experience with customer service platforms such as Gorgias or Zendesk
- Experience managing Help Center, Knowledge Base, and self-service resources
- Strong analytical skills and experience using data to identify problems and build solutions
- Proficient in Microsoft Office, particularly Excel and Outlook
- Excellent written and verbal communication skills with cross-functional influence
- Comfort with AI tools, automation, and emerging technology
- MAP compliance experience
- Bachelor's degree preferred or equivalent work experience
- Must be able to commute to Stone Mountain, GA office Monday-Thursday
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The Company
What We Do
Mud Pie is a home décor and lifestyle brand founded in 1988. The company designs, manufactures, and distributes thousands of new products each season across three divisions: Home, Kids, and Women. Headquartered in Atlanta, GA, Mud Pie sells to over 12,000 specialty retailers nationwide and directly to consumers through its official website.
