Customer Service Manager
Panama
Full Time
Mid Level
Ana Luisa is a direct-to-consumer jewelry company based in Brooklyn, NY. We bring exceptional jewelry into the life of every woman. Our founders come from the world of high-fashion jewelry, where they’ve spent years designing for some of the most coveted brands. Our mission is to change the way jewelry is designed, made and enjoyed across the world.
Mission: The CX Manager is an experienced operational leader responsible for ensuring the health, performance, and consistency of Customer Experience delivery across D2C, Retail, Marketplace, and Luxe touchpoints. Reporting to the Associate Director of CX, this role acts as the operational bridge between CX strategy and frontline execution.
Key responsibilities:
What You'll Bring
Mission: The CX Manager is an experienced operational leader responsible for ensuring the health, performance, and consistency of Customer Experience delivery across D2C, Retail, Marketplace, and Luxe touchpoints. Reporting to the Associate Director of CX, this role acts as the operational bridge between CX strategy and frontline execution.
Key responsibilities:
- Overseeing day-to-day CX performance across D2C, Retail, Marketplace, and Wholesale channels
- Managing and partnering closely with our BPO team to ensure SLA adherence, quality standards, and productivity targets are met
- Running regular performance cadences with BPO leadership, tracking action plans and driving continuous improvement
- Monitoring SLA adherence, backlog health, and escalation handling across all channels
- Maintaining and improving QA frameworks and calibration standards
- Supporting workforce planning, ticket forecasting, and peak-season staffing preparation
- Monitoring productivity and operational cost drivers, partnering on staffing and resource decisions
- Translating CX data into structured, executive-ready performance summaries and insights
- Identifying operational risks early and implementing corrective actions
- Operationalizing approved CX initiatives, ensuring readiness and post-launch stability
- Maintaining continuity of CX operations during leadership absences within defined guardrails
What You'll Bring
- 4-6 years of experience in Customer Experience, Support Operations, or eCommerce Operations
- Strong D2C e-commerce experience in a high-volume environment
- Experience managing or working closely with BPO or outsourced support teams
- Experience presenting insights and recommendations to senior leadership
- Demonstrated experience with QA frameworks, calibration processes, and performance management
- Experience with staffing planning, forecasting, and peak readiness
- Budget awareness and ability to monitor operational cost drivers
- Strong analytical skills and ability to operate independently within defined scope
- Exceptional written and verbal English communication skills
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