Senior Manager, CX Support Programs

We’re Looking For A(n): Senior Manager, CX Support Programs

Location: Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA)

What You’ll Be Doing: The Senior Manager, CX Support Programs owns the end-to-end strategy, health, and execution of Golden Pet’s customer support programs. This role serves as the primary CX owner of support quality, reputation management, escalations, enablement, and insights across all Golden Pet’s portfolio. Accountable for defining standards, driving consistency, and ensuring effective partnership with Golden Customer Care (GCC), this role translates CX strategy into scalable support programs that protect brand trust, improve customer outcomes, and surface insights to inform business decisions.

• Own the CX support program portfolio across Golden Pet brands - including Quality Assurance, Reputation Management, Escalations, Agent Enablement, and CX Insights - by leading and developing the CX support leadership team and driving clear standards, accountability, and measurable outcomes
• Serve as the primary CX partner to GCC, owning the support partnership model, operating cadence, and alignment on standards, expectations, and outcomes
• Define and maintain CX-owned support standards, including quality frameworks, response guidelines, escalation criteria, and enablement principles
• Establish and oversee scalable support program roadmaps that improve quality, consistency, customer trust, and resolution outcomes across brands
• Translate customer support data (QA, escalations, reviews, sentiment, CSAT, contact drivers) into actionable CX insights that inform Product, Brand, Retention, and Operations priorities
• Partner cross-functionally with GCC Operations, Product, Brand, Legal, and Analytics teams to address systemic customer issues and ensure feedback loops are closed
• Balance cross-brand priorities while maintaining consistent support standards, governance, and insight delivery across Golden Pet

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Customer support strategy and program leadership in DTC or subscription environments
• Strong understanding of contact center operations and support partnership 
• Quality, reputation, and escalation governance expertise
• Analytical and problem-solving mindset
• Excellent written and verbal communication
• Operational rigor, prioritization, and program management discipline
• Familiarity with support platforms (e.g., Zendesk, Salesforce, Netsuite, Five9)
• Required Education: Bachelor’s degree or equivalent experience
• Preferred Education: Bachelor’s in Business, Operations, Customer Experience, or related field

• Required Experience:

  • 5-7+ years of experience in customer experience, support operations, or CX program leadership
  • Demonstrated ownership of support programs, quality frameworks, or CX insights in scaled environments
  • Experience partnering with outsourced or external contact center teams

• Preferred Experience: 

  • DTC and/or subscription-based businesses 
  • Multi-brand or portfolio environments 
  • Experience leading managers or program leads

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $105,000-$131,000, plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.