Manager, Customer Experience and Operations

Job Description

Job Description

Location(s): HQ – Utopia Office (in-person)

Lectric eBikes LLC is a rapidly growing company in the electric bicycle industry, committed to delivering high-quality, affordable, and innovative ebikes. Lectric didn’t become North America’s largest ebike brand by accident—we earned it through industry-leading customer service. Our customer experience team supports a community of more than half a million riders, from first-time commuters to seniors getting back on a bike after decades away, all united by a love of simpler mobility and exploring the outdoors.

Lectric is hiring a Customer Experience Manager to lead our frontline advocates. You’ll be responsible for leading day-to-day execution and will set the tone for performance and culture: developing people, reinforcing standards, and ensuring our high bar for speed, accuracy, and empathy is consistently met.

In practice, this is not a traditional people management role. You’ll pair strong coaching with operational rigor—using systems thinking to improve efficiency, build scalable processes, and establish new operating norms. In 2026, you’ll play a key role in driving major transformation initiatives in close partnership with Product, Engineering, and Marketing, grounded in data and customer insight.

What You’ll Do

• Lead and coach a team of 8–10 frontline agents, owning day-to-day execution for our phone-first support operations while maintaining consistent standards across email and chat channels.

• Develop and grow your team through regular 1:1s, real-time feedback, and clear accountability—coaching individuals to improve performance and progress in their careers.

• Drive performance and operational consistency, reinforcing playbooks, SOPs, coverage models, and key metrics (CSAT, SLA, productivity), and addressing gaps quickly.

• Own quality and continuous improvement for your team identifying behavior, knowledge, or process gaps that impact the customer experience.

• Spotlight and solve systemic issues, working cross-functionally to move beyond reactive one-off fixes and implement durable mechanisms that meaningfully improve the customer and operator experience at scale.

• Improve the foundations of daily execution, including staffing models, QA signal quality, escalation paths, and knowledge access, to make it easier for agents to do great work.

What You Need

• 3+ years of people management experience in customer support, sales, or service operations ideally in a tech-forward or high-growth environment.

• Low ego + growth mindset with a bias towards action

• Strong pattern recognition skills—able to identify recurring operational issues from support data, connect them to broader trends, and translate insights into actionable recommendations for product, marketing, and cross-functional teams

• Eye for process improvement and have consistently demonstrated an ability to test your hypotheses to solve challenging business problems at their root level.

• Experience using data visualization tools (Sigma, Tableau, or Looker) to monitor performance, analyze trends, and inform decision-making

• Ability to guide teams through significant change—new tools, new processes, new expectations—with clarity, empathy, and structured change management

• Ability to think and communicate strategically–balance speed, quality, and scalability when making operational decisions

• Ability to confidently give and receive feedback across all levels, and to adapt ideas based on collective input.

• Strong project management skills.

• Ability to deliver tailored coaching that drives individual and team growth

• Ability to multitask and prioritize effectively.

• Ability to diagnose and resolve complex issues.

Physical Demands:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. The team member frequently communicates with internal team members, investors and vendors. Must be able to remain in a stationary position 50% of the time. Constantly operates a computer and other office productivity machinery such as a copy machine and printer. Occasionally moves items up to 50 lbs. for various projects.

Compensation:

• Base salary negotiable (depending on experience)

• Eligibility for our annual bonus program that varies based on level of experience.

Benefits:

• Accrual of PTO per PTO policy

• Company paid holidays

• Health benefits: medical + dental (Blue Cross Blue Shield of AZ), vision (Unum)

• Company paid Life Insurance and Short-Term Disability (Unum) for employee only

• Voluntary Life Insurance available for dependents

• 401k participation (eligibility per plan summary) with company match

• Parental Leave

• Other company perks such as Bike to Work stipend, team lunches, etc…

EEO Statement

Lectric eBikes is an equal opportunity employer. Lectric eBikes expressly prohibits any form of unlawful employment discrimination, unlawful employment harassment, and unlawful employment retaliation. Lectric eBikes is committed to a policy of providing equal employment opportunities (“EEO”) to all employees and applicants for employment without regard to race, color, ethnicity, national origin, age, sex, gender identity, sexual orientation, religion, disability, pregnancy status, veteran status, genetic information, or any other characteristic protected by law. The terms of this EEO policy apply to all areas of employment, including but not limited to, hiring, placement, promotion, discipline, termination, transfer, leaves of absence, compensation, benefits, training, layoff, and rehire. Lectric eBikes will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. To request reasonable accommodation, contact the Human Resources department at [email protected].

Any employees with questions or concerns about discrimination, harassment, or retaliation should immediately discuss the questions or concerns with the Director of HR or a member of the Executive Team. Lectric eBikes does not retaliate against employees who report in good faith unlawful discrimination, harassment, or retaliation.

This job description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their manager/supervisor.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.