Customer Experience Manager, Away
$85-105k
+ Equity and Annual Company Performance Incentive Bonus Plan
4 days a week in office (New York City, NY)
Luggage for the modern traveller
Be an early applicant
Luggage for the modern traveller
501-1000 employees
Be an early applicant
$85-105k
+ Equity and Annual Company Performance Incentive Bonus Plan
4 days a week in office (New York City, NY)
501-1000 employees
Company mission
To transform travel through products and stories that inspire people to get away more.
Role
Who you are
- You have a minimum of 5 years of experience in Customer Experience or Retail Operations, with at least 2 years in a formal people management role
- You have a proven track record of managing offshore or outsourced (BPO) partners and maintaining quality standards across global teams
- You have expertise in CX metrics (CSAT, NPS, FRT, AHT) and a demonstrated ability to move these levers through process improvement and strategic pivoting
- You are familiar with CX technology stacks (e.g., Kustomer, Zendesk, Gladly, Salesforce), quality assurance platforms (e.g., MaestroQA); experience with CX AI technology is strongly preferred, but not required
- You have past experience translating complex customer data into actionable insights for cross-functional teams, including senior leadership
- You have experience leading teams through high-growth environments or seasonal surges (e.g., peak holiday periods) with a calm, solution-oriented approach
- You’re creative and innovative; you love to build great new things that are fresh and unique while staying on brand
- You’re agile, and motivated by a fast-paced and ever changing environment
- You’re passionate about transforming travel for all (but that’s a given!)
- Excited to join the team, but not sure you meet all of the qualifications? Please apply, we’d still love to hear from you
What the job involves
- We are hiring a Manager, Customer Experience to lead our Customer Experience team
- This position reports to the Sr Operations Manager, CX, and takes Away further by overseeing the daily execution and long-term strategy of our global support operations
- You will act as a key advocate for our customers, bridging the gap between frontline feedback and cross-functional solutions to ensure a seamless, high-growth service model
- In addition to the responsibilities below, this position will oversee a team of Senior internal CX Associates and manage our offshore BPO partner team
- You’ll lead, mentor, and develop a high-performing CX organization, including direct management of internal teams and strategic oversight of our BPO operations to ensure a cohesive service experience
- You’ll define, monitor, and optimize departmental KPIs and SLAs across all channels, identifying long-term performance trends and implementing strategic pivots to improve global service delivery
- You’ll drive accountability with offshore partners by leading regular business reviews, auditing quality assurance standards, and ensuring staffing levels are optimized to meet seasonal demand and budgetary targets
- You’ll manage escalations and exceptions, maintaining a deep connection to the customer experience and frontline workflows by periodically engaging in direct ticket handling to identify friction points and coaching opportunities
- You’ll oversee the new hire onboarding and experience, driving continuous learning with CX Enablement and L&D to identify skill gaps and enhance an education roadmap aligned with achieving operational excellence
- You’ll analyze customer sentiment and operational data to identify systemic gaps, preparing and presenting performance reports and actionable recommendations to leadership
- You’ll foster a culture of continuous improvement and high engagement, building a robust talent pipeline and bench through active coaching, career pathing, and performance management
- Our working hours are 9am-6pm et, but we embrace a common-sense approach to flexibility in the workplace. It’s about being present, engaged, and balancing work with real-life needs
Our take
Away took on a market that was being ignored by everyone else - luggage - and it's had great success bringing innovation to a product that has been unchanged for decades. With simple touches like adding a mobile charging pack inside the suitcase, it has given luggage a huge overhaul. Over the years, Away has demonstrated resilience and adaptability, navigating industry challenges while continuing to evolve it product offering and customer experience.
With this in mind, the company has focused on strengthening its foundations, from refining its core collection to investing in team culture and expanding its retail footprint. Strategic partnerships with leading travel brands, including United Airlines, have further reinforced its relevance in the travel space, positioning Away as a design-led company continuing to grow alongside today's travellers.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jun 2020
$35m
LATE VC
May 2019
$100m
SERIES D
Total funding: $216m
Company benefits
- Equity & ownership: Be a part of our future through equity options, sharing in the upside of our business
- Paid time off: Find balance through our paid time off programs, including vacation and wellness time
- Health insurance: Take care of yourself and your family through our health insurance offerings
- Get Away in style: Build your travel uniform through discount codes, product stipends, and giveaways
Company HQ
SoHo, New York, NY
Leadership
Jessica Schinazi
(CEO)Jessica joined Away in 2024 as a President, moving into the role of CEO and Board Member in 2025. Prior to this, she spent 3 years at Dyson as an SVP of Business Development and Transformation (Americas) and as a President (Americas).
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