Manager, Customer Experience
$85k - $105k USD
About Away
We believe travel makes us better. Launched in 2016 with one perfectly designed carry-on, we now offer a range of luggage and travel essentials for every journey. Together we create, innovate, and embark on this journey as a community of travelers, helping to make travel more seamless for everyone.
Join The Crew
We are hiring a Manager, Customer Experience to lead our Customer Experience team. This position reports to the Sr. Operations Manager, CX, and takes Away further by overseeing the daily execution and long-term strategy of our global support operations. You will act as a key advocate for our customers, bridging the gap between frontline feedback and cross-functional solutions to ensure a seamless, high-growth service model.
In addition to the responsibilities below, this position will oversee a team of Senior internal CX Associates and manage our offshore BPO partner team.
What you’ll do as the Manager, Customer Experience
You’ll lead, mentor, and develop a high-performing CX organization, including direct management of internal teams and strategic oversight of our BPO operations to ensure a cohesive service experience
You’ll define, monitor, and optimize departmental KPIs and SLAs across all channels, identifying long-term performance trends and implementing strategic pivots to improve global service delivery
You’ll drive accountability with offshore partners by leading regular business reviews, auditing quality assurance standards, and ensuring staffing levels are optimized to meet seasonal demand and budgetary targets
You’ll manage escalations and exceptions, maintaining a deep connection to the customer experience and frontline workflows by periodically engaging in direct ticket handling to identify friction points and coaching opportunities
You’ll oversee the new hire onboarding and experience, driving continuous learning with CX Enablement and L&D to identify skill gaps and enhance an education roadmap aligned with achieving operational excellence
You’ll analyze customer sentiment and operational data to identify systemic gaps, preparing and presenting performance reports and actionable recommendations to leadership
You’ll foster a culture of continuous improvement and high engagement, building a robust talent pipeline and bench through active coaching, career pathing, and performance management
Who you are
You have a minimum of 5 years of experience in Customer Experience or Retail Operations, with at least 2 years in a formal people management role
You have a proven track record of managing offshore or outsourced (BPO) partners and maintaining quality standards across global teams
You have expertise in CX metrics (CSAT, NPS, FRT, AHT) and a demonstrated ability to move these levers through process improvement and strategic pivoting
You are familiar with CX technology stacks (e.g., Kustomer, Zendesk, Gladly, Salesforce), quality assurance platforms (e.g., MaestroQA); experience with CX AI technology is strongly preferred, but not required
You have past experience translating complex customer data into actionable insights for cross-functional teams, including senior leadership
You have experience leading teams through high-growth environments or seasonal surges (e.g., peak holiday periods) with a calm, solution-oriented approach
You’re creative and innovative; you love to build great new things that are fresh and unique while staying on brand
You’re agile, and motivated by a fast-paced and ever changing environment
You’re passionate about transforming travel for all (but that’s a given!)
Excited to join the team, but not sure you meet all of the qualifications? Please apply, we’d still love to hear from you.
Who We Are
We’re travelers. Travel is about the journey - the transformative experiences and the growth each trip offers. All employees are encouraged to take time to get away through our variety of time away from work offerings.
We’re driven. The work we do matters and collectively drives impact. No matter the job title, everyone at Away is a meaningful contributor in unlocking our ever growing potential.
We’re supportive. We value the entirety of your life's journey, not just the milestones. You'll find an environment that celebrates balance, understanding that your personal passions and commitments outside of work, are threads of the same fabric that makes you unique.
What We Offer
Our total rewards are inclusive of both compensation and benefits. What we offer within a salary range is dependent on a number of factors, including scope and qualifications for the role, skillset, and balancing internal equity relative to other Away employees. Salary and benefit offerings are reviewed during phone screenings to ensure alignment.
Compensation: $85,000-105,000 annually
This role is eligible to participate in Away’s Annual Company Performance Incentive Bonus Plan, the terms of which are determined at the discretion of the company
Equity Grant: commensurate with level determined at the discretion of the company
Benefits Overview:
Take care of yourself and your family through our health insurance offerings
Invest in your future by participating in our 401(k) (with a company match!)
Find balance through our many paid time off programs (vacation, wellbeing, holidays, summer Fridays, and compassion leave - just to name a few!)
Build your travel uniform through discount codes, product stipends, and giveaways
Give back through company-sponsored volunteer and charitable opportunities
How We Work
This is an office-based position that works from our Soho, NYC office four days a week. Our working hours are 9am-6pm et, but we embrace a common-sense approach to flexibility in the workplace. It’s about being present, engaged, and balancing work with real-life needs.
Our Commitment
As a company that values diversity, equity, and inclusion, Away seeks individuals of all backgrounds and experiences to apply for this opportunity. We’re creating an environment where everyone can thrive. Our customers are global and diverse, so we’re building a team that is too. Through initiatives like our Employee Resource Groups, anti-racism training, and bias prevention initiatives, we’re building the cultural foundation that gives people the emotional and physical space to bring their authentic selves to work.
EEOC Statement:
Away is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.
Away is committed to providing reasonable accommodations for individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at talent@awaytravel.com.