Senior Manager of Customer Experience

Overview:

The Senior Manager of Customer Experience is responsible for driving operational excellence across FIGS’ internal and external Customer Experience operations, ensuring we consistently deliver best-in-class service while meeting performance, quality, and SLA expectations.

This leader owns the day-to-day health and performance of CX operations, with a strong focus on SLA delivery, workforce and operational readiness, BPO performance and accountability, and continuous improvement. They will partner closely with internal teams and external vendors to identify performance gaps, establish clear operating standards, and ensure the right processes, resources, and escalation paths are in place to deliver excellence for our HCPs at scale.

The role also oversees key specialized areas of the CX organization, including fraud and risk operations, Customization, and Surprise & Delight, ensuring each program operates effectively while protecting the business and creating thoughtful, differentiated experiences for our HCPs.

As a senior operational leader, this individual will use performance data, customer insights, and frontline feedback to identify opportunities, solve systemic issues, and translate CX strategy into consistent execution. They will partner cross-functionally across the organization to improve the end-to-end customer journey, strengthen operational efficiency, mitigate risk, and create experiences that build trust, loyalty, and advocacy for FIGS.

Key Responsibilities:

Operational Strategy & Management:

• Establishes a culture of individual and team accountability by setting clear expectations, tracking and reporting progress, and driving results through data-driven decision making.
• Develop and execute innovative strategies to meet and exceed all internal operational metrics, including SLAs, CSAT, NPS, and other KPIs, aligning with broader organizational goals and in partnership with key CX leaders.
• Support the oversight and implementation of robust fraud prevention, customer protection, and compliance strategies, ensuring trust and security in all customer interactions.

Insights, Metrics, & Reporting:

• Support the design, management and implementation of comprehensive, real-time reporting systems, providing actionable insights and strategic recommendations to leadership.
• Utilize data analytics to translate insights into strategic recommendations for CX, product, and executive leadership.
• Design framework for quarterly Townhalls and annual recaps.
• Drive continuous improvement by identifying process gaps, streamlining workflows, and implementing best practices that elevate customer satisfaction.

Process Improvement & CX Project Management:

• Support and provide leadership for all process improvement initiatives, and the management of projects from ideation to execution to heighten customer satisfaction and operational efficiency.
• Serve as our CRM platform expert. Evaluating, optimizing, and ensuring successful implementation, adoption and execution of tools like Zendesk/Gladly/Gorgias.

Fraud Prevention

• Oversee the management and SLAs of fraud-related tickets including escalations, abuse reports, and high-risk interactions.
• Oversee initiatives to develop proactive alerting systems for suspected fraud and best-in-class fraud team practices, reducing impact on legitimate users. 
• In partnership with internal cross-functional CX leadership, develop and implement  fraud detection SOPs, reporting frameworks, workflows, and operational playbooks to minimize risk and ensure customer protection.

Reputation & Trust Management:

• Manage the service response and SLAs for reputation management across 3rd party platforms such as Trustpilot, BBB, and other consumer sites to influence public perception and trust while maintaining exceptional public ratings.

Surprise & Delight:

• Lead and evolve loyalty initiatives, including programs like FIGSLove (surprise & delight), to strengthen customer retention, advocacy and emotional brand connection.

Leadership & Accountability:

• Provide strategic leadership, establishing clear goals, accountability measures, and performance standards for the internal CX team.
• Lead, develop, and mentor a diverse, remote, and global CX team, across multiple timezones fostering growth and high performance.
• Adapt to a dynamic environment, handle urgent issues promptly, and support peak periods, nights and weekends as needed with flexible scheduling.

Qualifications:  

• Proven experience in global remote teams, customer experience/service or related fields, in a leadership role (6-8+ years)
• Deep understanding of SLAs, CSAT, NPS, and advanced analytics reporting
• Strategic vision with the ability to oversee multiple initiatives and drive cross-functional collaboration
• Extensive experience with CRM platforms, including setup, customization, and analytics
• Familiarity with CX experience platforms (e.g., Delighted, Qualtrics, Medallia, AI solutions), reporting tools (Looker, Tableau, Excel), and automation technologies
• Skilled in data-driven decision making, workflow design, and process automation
• Excellent communication, problem-solving, and change management capabilities
• Proven leadership in organizational change, team development, and strategic planning
• Preferred Skills:  
• Certifications in process improvement, project management (e.g., PMP, Lean, Six Sigma)
• Experience with reputation management tools (TrustPilot, BBB, etc.), and knowledge of customer protection practices and fraud mitigation strategies

FIGS Compensation and Benefits

Pay Range

• At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $121,500 and $131,500. Actual base salary is determined based on a number of factors, including but not limited to your relevant skills, qualifications, and years of experience. 

Additional Compensation and Benefits 

• Equity: All FIGS employees have the opportunity to own shares of FIGS stock through our new-hire equity program. Additionally, FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan  
• Annual bonus: This position is eligible to participate in the FIGS annual bonus program

• Other compensation and benefits offered include: 
• Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Breethe and Classpass. 100% FIGS-sponsored life insurance and disability insurance  
• Amazing 401(k) program, with a company match up to the first 6% of your contribution
• Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation
• Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
• FIGS sponsored Uber Eats voucher for in-office weeks
• Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide
• Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more…

*Benefits eligibility is determined by hour requirements and length of service 

A little bit about us…

FIGS, Inc. is a founder-led, direct-to-consumer healthcare apparel and lifestyle brand that seeks to celebrate, empower and serve current and future generations of healthcare professionals. We redefine what scrubs are by creating technically advanced apparel and products that feature an unmatched combination of comfort, durability, function and style, all at an affordable price. With the largest DTC platform in healthcare apparel, we sell our products to a rapidly growing community of loyal customers. Through these customer relationships, FIGS has built a community and lifestyle around a profession, revolutionizing the large and fragmented healthcare apparel market and becoming the industry’s category-defining healthcare apparel and lifestyle brand.

Our Threads for Threads initiative is integral to our mission to improve the lives of healthcare professionals on a global scale. Founded alongside FIGS in 2013, Threads for Threads donates scrubs to healthcare professionals working in resource-poor countries around the world.