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If you’ve Googled “Customer Experience Manager job description,” you’ve probably found dozens of articles. But here’s the problem—most of them don’t actually help you attract a great Customer Experience Manager. They just hand you a list of bullet points anyone could copy from LinkedIn or Indeed.
The result? You get a post that looks exactly like every other company’s, blends into the noise, and fails to connect with top candidates.
A great Customer Experience Manager job description isn’t just about listing duties—it’s about showing the real impact of the role, giving candidates a reason to care, and making your company stand out from all the other places they could work.
Before we jump into templates, I recommend reading our full guide on how to write a job post that attracts top talent , Link https://workscreen.io/how-to-write-a-job-post/ . It explains why generic posts fail to convert quality applicants and how to build one that sparks interest from the right people.
Now, let’s break down exactly what this role is, how to write a post that works, and see real examples you can use and customize.
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What a Customer Experience Manager Actually Does
A Customer Experience Manager is the bridge between your business and your customers. They make sure every interaction—whether it’s a phone call, an email, a website visit, or an in-person conversation—feels seamless, helpful, and aligned with your brand values.
In plain terms: they’re responsible for making customers feel heard, valued, and happy to keep coming back.
This isn’t just about fixing problems when they happen. A great Customer Experience Manager anticipates customer needs before they become complaints, designs better processes to make life easier for customers, and works across teams (sales, marketing, support, product) to deliver a consistent, high-quality experience.
Key traits that matter as much as technical skill? Empathy, clear communication, problem-solving, and the ability to see things from the customer’s perspective. If you hire the right person for this role, you’re not just improving customer service—you’re building loyalty that can fuel long-term growth.
Two Great Customer Experience Manager Job Description Templates
We’ll provide two tailored job description options:
1.✅ Option 1: For employers looking to hire an experienced candidates with prior experience.
2.Option 2: For employers open to hiring entry-level candidates or those willing to train someone with potential.
Template 1: Job Description For Experienced Customer Experience Manager
📌 Job Title: Customer Experience Manager at Skyward Commerce
💼 Location: Remote (HQ: Austin, TX)
🕒 Type: Full-Time
💰 Salary: $70,000 – $85,000/year + bonus
🎥 A quick word from our hiring manager: (Insert Loom/YouTube link here)
Who We Are
Skyward Commerce is a retail operations platform used by growing e-commerce brands to unify orders, support, and post-purchase experiences in one place. We’re a product-led, remote-first team that helps Shopify and BigCommerce merchants deliver fast, friendly, and consistent customer experiences—without throwing more headcount at the problem. If you’ve ever wondered why some brands feel “put-together” from checkout to delivery, that’s the bar we set for our customers.
What You’ll Do
- Own and evolve our end-to-end customer experience strategy across email, chat, and in-app.
- Turn feedback into action: spot trends, remove friction, and partner with Product to ship improvements.
- Build playbooks and quality standards for our Support Specialists; coach for performance and consistency.
- Report on CX KPIs (CSAT, first response time, resolution time, churn/retention signals) and drive continuous improvement.
- Lead cross-functional initiatives with Marketing, Sales, and Ops to keep brand, policy, and tone aligned.
What We’re Looking For
- 3+ years in Customer Experience/Success/Support leadership (SaaS preferred).
- Proven track record improving CSAT/retention and scaling high-volume queues.
- Excellent written communication; strong judgment under pressure.
- Comfortable with tooling (help desk, QA, NPS/CSAT, CRM) and basic analytics.
Why This Role Is a Great Fit
- You’ll shape the CX function at a product-first company—high visibility, real ownership.
- Your work directly impacts retention and revenue (not just ticket counts).
- You’ll partner closely with Product to influence roadmap with real customer data.
Perks & Benefits
- Medical, dental, vision; 401(k) with company match.
- 15+ days PTO plus paid company holidays; paid parental leave.
- Annual learning stipend and conference budget.
- Remote work stipend + home office setup.
- Quarterly team offsites.
Our Hiring Process
We review every application and respond within 10 business days. Shortlisted candidates complete a skills assessment via WorkScreen.io—so we evaluate real ability, not just résumés. Finalists meet the team and complete a short scenario exercise.
How to Apply
Apply here via WorkScreen: [Insert WorkScreen link]
Template 2: Job Description For Entry-Level / Willing4-to-Train Customer Experience Manager
📌 Job Title: Customer Experience Manager (We’ll Train You) at HavenCare Home Services
💼 Location: Phoenix, AZ (Hybrid)
🕒 Type: Full-Time
💰 Salary: $55,000 – $65,000/year + performance bonus
🎥 A quick word from our hiring manager: (Insert Loom/YouTube link here)
Who We Are
HavenCare is a membership-based home services company that keeps households running—think preventive maintenance, vetted repairs, and fast help when things break. We pair friendly, local technicians with a concierge-style support team so members always feel taken care of. We’re community-minded, detail-obsessed, and driven by one promise: make home care feel effortless.
What You’ll Do
- Learn and manage our customer journey—from first inquiry to ongoing membership support.
- Respond to members with empathy and clarity via phone, SMS, and email.
- Coordinate with field teams to schedule visits, set expectations, and follow up post-service.
- Capture feedback and recommend fixes to improve policies, scripts, and workflows.
- Help build self-serve resources (guides, FAQs, short videos) that make life easier for members.
What We’re Looking For
- Great communicator who stays calm under pressure and enjoys problem-solving.
- Organized, tech-curious, and comfortable juggling priorities.
- Growth mindset—open to coaching, feedback, and new tools.
- Prior CX/Support experience is a plus, not a must. We’ll train the right person.
Why This Role Is a Great Fit
- You’ll grow into a leadership-track role while learning alongside experienced CX leads.
- Your work has immediate, visible impact on member happiness and renewals.
- You’ll help define playbooks for a high-touch service experience our community loves.
Perks & Benefits
- Medical, dental, vision; company HSA contribution.
- 12 days PTO to start + paid company holidays; paid parental leave.
- Tuition/Certification reimbursement and mentorship program.
- Monthly commuter or home-internet stipend (hybrid friendly).
- Free/discounted HavenCare services for your household.
Our Hiring Process
Every application is reviewed; expect a response within 7–10 business days. Shortlisted candidates complete a practical scenario via WorkScreen.io (no trick questions—just real-life tasks). Finalists meet the CX Lead and shadow a short “day-in-the-life” session.
How to Apply
Apply here via WorkScreen: [Insert WorkScreen link]
Don’t let bad hires slow you down.
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Why These Customer Experience Manager Job Descriptions Work
Both templates are built to attract quality candidates, not just more candidates. Here’s why they stand out compared to generic job posts:
1. They Have Clear, Specific Titles
Instead of “Customer Experience Manager” alone, both posts specify the company and context:
- “Customer Experience Manager at Skyward Commerce” (SaaS context)
- “Customer Experience Manager (We’ll Train You) at HavenCare Home Services” (service industry, entry-level friendly)
This immediately tells candidates who the job is with and hints at the work environment.
2. They Open With a Human Touch
Each post starts with a short video intro from the hiring manager, giving the role a personal, face-to-face feel before candidates even read the “Who We Are” section. This makes the post warmer and more trustworthy than a wall of text.
3. The “Who We Are” Sections Tell a Story
Rather than a generic “we are a leading provider of…” blurb, these explain what the company does, who it serves, and why it exists. Candidates can immediately picture the business, its values, and its audience.
4. Responsibilities Show Impact, Not Just Tasks
Instead of “respond to customer inquiries,” the experienced template says:
“Turn feedback into action: spot trends, remove friction, and partner with Product to ship improvements.”
This reframes the role as impactful, not transactional—showing candidates how their work drives business results.
5. Requirements Are Purposefully Calibrated
- In the
experienced version, requirements are clear but not overloaded.
- In the entry-level version, the language is encouraging—making it clear the company values potential and trainability as much as prior experience.
6. “Why This Role Is a Great Fit” Sells the Opportunity
By separating this section from perks/benefits, it directly addresses the emotional side of why a candidate should care:
- Visibility and ownership.
- Direct impact on retention and customer happiness.
- Growth pathways.
7. Perks & Benefits Are Transparent and Competitive
Listing benefits separately makes them easier to scan, builds trust, and avoids the “we’ll tell you later” frustration that turns off high-quality applicants.
8. The Hiring Process is Respectful and Clear
- Promises a response within a set timeframe.
- Uses io to assess real skills, ensuring fairness and removing bias toward résumés alone.
- Mentions shadowing or scenario-based tasks to give candidates a realistic preview of the role.
9. Soft CTA That Guides the Candidate Next Steps
Both templates end with a simple “Apply here via WorkScreen” link—keeping the process straightforward and action-oriented without sounding pushy.
Bad Customer Experience Manager Job Description Example (And Why It Fails)
📌 Job Title: Customer Experience Manager
💼 Location: [Not specified]
🕒 Type: Full-Time
💰 Salary: Not disclosed
Company Overview
We are a leading provider of innovative solutions and services for our valued customers.
Job Summary
The Customer Experience Manager will oversee the daily operations of the customer service department and ensure that customers have a positive experience.
Key Responsibilities
- Manage customer service staff.
- Resolve customer complaints.
- Implement processes to improve efficiency.
Requirements
- Bachelor’s degree in Business, Marketing, or related field.
- 5 years’ experience in customer service or a related role.
- Strong communication and leadership skills.
How to Apply
Send your CV and cover letter to hr@company.com. Only shortlisted candidates will be contacted.
Why This Post Fails to Attract Top Candidates
- Generic Title
- “Customer Experience Manager” without the company name, industry, or unique angle makes it blend into hundreds of similar listings.
- “Customer Experience Manager” without the company name, industry, or unique angle makes it blend into hundreds of similar listings.
- No Personal Connection
- There’s no warm intro, no story, and no video element—just a cold, forgettable start.
- There’s no warm intro, no story, and no video element—just a cold, forgettable start.
- Vague Company Overview
- “Leading provider of innovative solutions” could describe 10,000 companies. There’s no sense of mission, values, or target customers.
- “Leading provider of innovative solutions” could describe 10,000 companies. There’s no sense of mission, values, or target customers.
- Responsibilities Are Too Broad
- “Manage staff” and “resolve complaints” tell you nothing about the scale, tools, or vision for the role.
- “Manage staff” and “resolve complaints” tell you nothing about the scale, tools, or vision for the role.
- No Culture Insight
- The candidate has no clue what the team is like, how decisions are made, or what it’s like to work there.
- The candidate has no clue what the team is like, how decisions are made, or what it’s like to work there.
- No Salary or Perks
- Omitting compensation is a trust-killer. Candidates assume the worst when it’s not listed.
- Omitting compensation is a trust-killer. Candidates assume the worst when it’s not listed.
- Cold, Dismissive CTA
“Only shortlisted candidates will be contacted” feels like you’re doing the applicant a favor by considering them. There’s no motivation to apply.
Bonus Tips to Make Your Customer Experience Manager Job Post Stand Out
Even after you’ve nailed the basics—clear title, warm intro, transparent salary—you can add small but powerful touches that instantly make your posting more attractive, trustworthy, and candidate-friendly.
1. Add a Security & Privacy Notice for Applicants
Build trust from the very start by showing applicants you take their information seriously.
Example:
Important Notice: We will never ask for payment, bank details, or personal financial information during any part of our hiring process. All communication will come from an official [companyname.com] email address.
This reassures candidates and sets a professional tone.
2. Mention Leave Days or Flex Time
Serious candidates value work–life balance just as much as pay. Even a short statement about PTO or flexible scheduling can be a decision-maker.
Example:
Recharge and Rebalance: Enjoy up to 20 paid days off each year, plus flexible working hours so you can manage your life without sacrificing your career.
3. Highlight Training & Growth Opportunities
Top performers are drawn to roles where they can grow. Spell out how you invest in your people.
Example:
We offer a dedicated learning stipend, quarterly skills workshops, and mentorship from senior leaders so you can grow into your next role—whether that’s here in CX or elsewhere in the company.
4. Use a Loom or YouTube Video from the Hiring Manager or CEO
A 1–2 minute video greeting can make a massive difference. Candidates get to see the people they might work with and hear the role described in human terms.
Example placement:
- Right before the “Who We Are” section.
- Embedded in your WorkScreen.io application page for extra reach.
Here is an example that we used in our master guide on how to write a great job post description , you can check it out here https://www.loom.com/share/ba401b65b7f943b68a91fc6b04a62ad4
5. Reinforce How You Treat Candidates
Make your hiring process a selling point.
Example:
We reply to every application within 10 business days. Even if we don’t move forward, you’ll get clear communication and feedback because we believe every candidate deserves a respectful experience.
Adding these touches signals that you care—and caring is exactly what attracts the kind of thoughtful, high-quality Customer Experience Managers you want on your team.
AI Caution: The Right and Wrong Way to Use AI for Job Posts
Lately, it feels like every hiring team is using AI to generate job descriptions in seconds—some ATS platforms even offer one-click “auto-generate” features. While that sounds efficient, there’s a big problem: AI without context produces generic, lifeless posts that attract the wrong people.
Why You Shouldn’t Rely on AI Alone
If you simply tell AI:
“Write me a job description for a Customer Experience Manager.”
…you’ll likely get something that could have been copied from any job board—full of clichés, lacking personality, and disconnected from your company’s unique culture.
The risks?
- Wrong audience: You’ll pull in candidates looking for “any job” instead of the ones aligned with your values and mission.
- Brand damage: Your job post is often the first impression a candidate gets—if it feels copy-paste, they’ll assume your hiring process is too.
- Missed opportunity: A well-written post is a sales pitch for your company. A bland AI draft won’t convince top talent to choose you over competitors.
The Right Way to Use AI for Job Descriptions
AI works best as a polishing tool—not a replacement for your thinking.
Here’s how to make it work for you:
- Gather your raw ingredients before touching AI:
- Who your company serves and why it exists.
- The exact responsibilities for your version of the role.
- Your team culture and working style.
- Perks, benefits, and growth opportunities you actually offer.
- Your preferred tone (friendly, mission-driven, straightforward, etc.).
- Who your company serves and why it exists.
- Give AI a detailed prompt, for example:
“Help me write a Customer Experience Manager job description for [Company Name], a [short description of company and mission]. This role will be responsible for [list core duties]. Our culture is [describe culture and values], and we want to attract candidates who [describe ideal traits]. We offer [list benefits and salary range], and our hiring process is [explain steps]. Here are a few notes I’ve written to get you started: [paste your notes]. Make it warm, human, and easy to read.”
- Edit the AI draft so it matches your voice, reflects your unique story, and includes elements like a video intro or WorkScreen link.
The takeaway? AI should enhance your voice, not replace it. Give it rich, specific inputs, and it can help polish your language and structure—but the substance needs to come from you.
Hiring doesn’t have to be hard.
If your hiring process is stressful, slow, or filled with second-guessing—WorkScreen fixes that. Workscreen helps you quickly identify top talent fast, eliminate low-quality applicants, and make better hires without the headaches.
Need a Quick Copy-Paste Job Description?
We get it—sometimes you just need something fast.
Maybe you’ve already gone through this guide and understand what a strong job post looks like. But you also want a solid starting point you can copy, paste, and tailor to your company in just a few minutes.
That’s what this is.
✏️ Important Reminder:
Don’t copy this word-for-word and expect magic.
This is a foundation, not a final draft.
Add a Loom video, inject your team culture, and edit the details to reflect your actual company.
In this section, you’ll find two ready-to-use job description templates for quick copy-paste use — but please remember, like we mentioned above, don’t just copy them word-for-word and expect results.
Think of these as starting points, not final drafts.
- Option 1: A more conversational, culture-first job description that highlights personality and team fit.
- Option 2: A more structured format, including a Job Brief, Responsibilities, and Requirements for a traditional approach.
✅ Option 1: Conversational Job Description Template (Culture-First Style)
📌 Job Title: Customer Experience Manager at [Company Name]
💼 Location: [City, State / Remote / Hybrid]
🕒 Type: [Full-Time/Part-Time]
💰 Salary: [Salary Range] + [Bonus/Equity if applicable]
🎥 A quick word from our hiring manager: [Insert Loom/YouTube link]
Who We Are
[Company Name] is [1–2 lines on what your company does and who you serve]. We’re focused on [your mission or promise to customers], and we care about creating experiences that feel [adjectives: seamless, human, trustworthy, etc.] from first touch to renewal.
What You’ll Do
- Be the voice and advocate of our customers across [channels: email, chat, phone, in-app].
- Turn feedback into action—identify trends, remove friction, and partner with [Product/Operations/Marketing] to improve journeys.
- Build playbooks and quality standards; coach [CX/Support] teammates for consistency.
- Track and report on [CSAT, NPS, time to first response, resolution time, churn/retention signals].
What We’re Looking For
- [X]+ years in [CX/CS/Support] or related role ([industry] a plus).
- Clear, empathetic communicator with strong problem-solving.
- Comfortable with [help desk/CRM/QA/NPS tools] and light data analysis.
- Collaborative, ownership-driven, and customer-obsessed.
Why This Role Is a Great Fit
- High-visibility role with real ownership of the end-to-end customer journey.
- Direct impact on retention, loyalty, and product direction.
- Join a team that values clarity, growth, and initiative.
Perks & Benefits
- [Health/Dental/Vision], [401(k)/pension] with [match if any].
- [X] days PTO + paid holidays; [flex/remote stipends, parental leave].
- [Learning stipend / conference budget / mentorship].
- [Home office/commuter stipend / quarterly offsites].
How to Apply
Apply via WorkScreen: [Insert WorkScreen link]. We review every application and respond within [X] business days.
✅ Option 2: Structured “Job Brief + Responsibilities + Requirements” Format
Job Title: Customer Experience Manager at [Company Name]
Location: [City, State / Remote / Hybrid]
Type: [Full-Time/Part-Time]
Salary: [Salary Range] + [Bonus/Equity if applicable]
Job Brief
[Company Name] is hiring a Customer Experience Manager to [own/improve] the end-to-end customer journey. You’ll partner with [Product/Sales/Marketing/Operations] to ensure customers feel supported, understood, and eager to return.
Responsibilities
- Oversee customer interactions across [channels] and ensure consistent quality.
- Monitor and improve [CSAT/NPS/retention/response & resolution times].
- Build processes, playbooks, and resources that scale great experiences.
- Coach and support [CX/Support] team members; drive alignment with other teams.
- Turn feedback into actionable improvements and roadmap signals.
Requirements
- [X]+ years in [CX/CS/Support] or similar role.
- Excellent communication, prioritization, and stakeholder management.
- Familiarity with [CRM/help desk/QA/NPS] tools; comfortable with metrics.
- [Industry/domain] experience is a plus but not required.
Perks & Benefits
- [Health/Dental/Vision], [retirement plan], [PTO days], [flex hours/remote stipend].
- [Learning & development budget / certifications].
- [Parental leave / wellness stipend / company offsites].
How to Apply
Apply via WorkScreen: [Insert WorkScreen link]. We keep the process transparent and respectful with timely updates.
Let WorkScreen Handle the Next Step of Hiring
Once your Customer Experience Manager job post is live and attracting great candidates, the next challenge is sorting through them quickly—without losing quality.
That’s where WorkScreen.io comes in.
WorkScreen helps you:
- Quickly identify your most promising candidates
WorkScreen automatically evaluates, scores, and ranks applicants on a performance-based leaderboard—making it easy to spot top talent, save time, and make smarter, data-driven hiring decisions.
- Easily run one-click skill tests
With WorkScreen, you can administer one-click skill tests to assess candidates based on real-world ability—not just credentials like résumés and past experience. This helps you hire more confidently and holistically.
- Eliminate low-effort applicants
WorkScreen automatically eliminates low-effort applicants who use AI Tools to apply, copy-paste answers, or rely on “one-click apply.” This way, you focus only on genuine, committed, and high-quality candidates—helping you avoid costly hiring mistakes.
With WorkScreen, you hire faster, smarter, and with confidence—avoiding costly mis-hires and improving candidate experience along the way.
📥 Post your job, share your WorkScreen link, and let the platform do the heavy lifting.
Frequently Asked Questions - Customer Experience Manager Job Description
Look for a mix of soft skills and technical abilities:
- Empathy & Active Listening – understanding the customer’s perspective and responding with care.
- Clear Communication – delivering information in a way that builds trust.
- Problem-Solving – identifying issues quickly and finding solutions that work for both the customer and the company.
- Data Analysis – interpreting metrics like CSAT, NPS, and churn to guide improvements.
- Cross-Functional Collaboration – working effectively with product, marketing, sales, and support teams.
- Process Thinking – spotting inefficiencies in the customer journey and improving them.
In the United States, the average salary for a Customer Experience Manager typically ranges from $65,000 to $90,000 per year, depending on factors such as industry, company size, location, and years of experience. Senior roles in competitive industries or large companies can exceed $100,000 annually, while entry-level or smaller-market roles may start closer to $55,000.
While there’s some overlap, a Customer Service Manager often focuses on managing the support team’s daily operations and handling immediate issues. A Customer Experience Manager takes a broader view—overseeing the entire customer journey, working on long-term satisfaction, and proactively improving touchpoints across all departments.
