Customer Experience & Operations Manager

ABOUT ORACLE LIGHTING

ORACLE Lighting is an industry-leading innovator in automotive and off-road lighting solutions. We are a fast-growing e-commerce brand with a passionate team and a culture built on bold ideas, operational excellence, and genuine customer obsession. If you are a systems thinker who runs toward inefficiency this role was written for you.

THE OPPORTUNITY

We are looking for a Customer Experience & Operations Manager who is equal parts process architect and team leader. You will own how our Customer Service department runs day to day, from ticket workflows and omnichannel response management to AI automation configuration and team performance.

This is a lean team environment. You will be leading a small group of dedicated agents while serving as the operational engine behind the department. You will work closely with our Operations leadership and bring ideas, recommendations, and improvement plans to leadership before implementing. We move fast, we value initiative, and we want someone who is always thinking about what could work better.

Our customers reach us across phone, email, and live chat, and their needs span everything from order status and warranty claims to technical product support. The person in this role needs to understand that complexity and optimize systems that handle it consistently and well.

WHAT YOU’LL DO

In Your First 90 Days

• Audit eDesk end-to-end: ticket routing, queue management, AI response configuration, and automation rules. Identify what is working and what needs to be rebuilt.


• Configure and tune AI-assisted response templates within eDesk so agents are working smarter across all three channels: phone, email, and live chat.


• Review and rewrite the full macro and script library to reflect current products, policies, warranty procedures, and brand voice.


• Establish baseline KPIs for response time, resolution rate, Customer ServiceAT, and channel volume so you have a clear picture of where to improve.


• Present your first process improvement recommendations to Operations leadership with supporting data and a proposed implementation plan.

Ongoing Responsibilities

• Own daily Customer Service operations for a lean team of agents, balancing workloads and managing performance across phone, email, and live chat through eDesk.


• Continuously evaluate and recommend AI tools and integrations that could improve response quality, reduce handle time, or surface better customer insights.


• Analyze customer feedback trends and translate patterns into actionable recommendations for the team and for leadership.


• Serve as the escalation expert for complex customer situations involving warranty claims, technical product issues, and high-stakes resolutions.


• Build, maintain, and improve SOPs and training documentation so agents have clear standards to work from at all times.


• Track and report on KPIs including Customer ServiceAT, response times, resolution rates, and agent performance, and bring improvement plans to leadership proactively.


• Champion the 5-star review program by proposing incentives and sharing team wins on a regular cadence.


• Collaborate cross-functionally with other departments to keep product, sales, and operations teams informed of Customer Service trends and recurring customer issues.

WHAT YOU BRING

• Proven experience in a customer service operations or Customer Service management role, with a strong track record of building and improving processes.


• AI fluency: you have hands-on experience configuring AI-assisted tools, response automations, or workflows, and you stay current on how to improve Customer Service operations.


• Background in e-commerce: you understand the omnichannel customer journey, order management complexity, and the expectations that come with it.


• Experience managing omnichannel customer service across phone, email, and live chat.


• Strong analytical mindset: you can read Customer Service data, identify the root cause, and build a clear improvement plan.


• Excellent written communication skills for crafting macros, SOPs, escalation scripts, and customer-facing responses.


• A proactive, ideas-driven approach: you bring recommendations and improvement proposals to leadership with data to back them up.


• Ability to lead and develop a small team while also being hands-on with the operational work yourself.

Preferred

• Hands-on experience with eDesk or a comparable helpdesk platform.


• Background in e-commerce or consumer goods industry.


• Familiarity with Shopify, Slack, or similar tools in an integrated e-commerce stack.


• Experience managing warranty claim workflows or technical support queues.

WHAT SUCCESS LOOKS LIKE

We measure this role on outcomes. Here is what great looks like:

• eDesk workflows and AI response configurations are audited, optimized, and documented within 60 days.


• Macro and script library is fully updated and reflects current brand standards within 90 days.


• Customer ServiceAT scores and resolution rates trend upward in your first quarter.


• The team is operating with clear SOPs, consistent accountability, and measurable improvement in handle time.


• Leadership receives regular, data-backed improvement proposals that keep the department moving forward.


• AI tools are actively reducing manual effort and improving response quality across all three channels.

WHY ORACLE LIGHTING?

• Work for a recognized innovator in the automotive lighting industry with a strong and growing e-commerce presence.


• A role where your process improvements and ideas are immediately visible and directly valued.


• A company that is actively investing in infrastructure and wants a leader who can grow with that vision.


• A collaborative, energetic environment based in Metairie, LA, at the heart of a vibrant community.


• A culture that rewards initiative, values bold thinking, and genuinely cares about the customer experience.

Ready to Build Something Better?

Apply now and join a team that is passionate about innovation, operational excellence, and making every customer interaction count.