Customer Experience Manager
ororo heated apparelNew York (NY)
About the role
We’re hiring a Customer Experience Manager to help us improve the entire customer journey at ororo. This role goes beyond traditional customer service. You’ll look at the experience end to end—from product packaging, instructions, setup, and troubleshooting to returns, warranty, and ongoing support—and work across teams to make every touchpoint clearer, easier, and more customer-friendly. We’re looking for someone who: Has experience in customer experience, customer service, ecommerce, or consumer products Has a strong eye for detail, while understanding that a great customer experience is about more than perfecting individual details—it’s about how the whole journey feels and works together Can turn customer feedback, reviews, returns, and support data into meaningful improvements Works well cross-functionally with Product, Operations, Marketing, Engineering, and Quality Is fluent in both English and Chinese Is willing to travel to China approximately twice per year Has experience with apparel, electronics, or consumer products as a plus
Benefits include:
- Paid holidays and flexible time off
- Paid sick leave
- Paid maternity leave, with additional unpaid leave available 401(k) with company match
- Monthly health insurance allowance
- Annual fitness and wellness reimbursement
- Annual training and education reimbursement
- Employee product discounts
- Team events and employee gifts
- Opportunities to visit and work with our China team
If you’re passionate about building better customer experiences—not just resolving tickets—we’d love to hear from you.
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