Manager of Customer Experience

Who is CADY? 

CADY exists to inspire and unleash human potential. Started in 1999, we have become the fastest growing photography company in the U.S., with an average 20% growth each year. Through photography, classroom solutions, school branding, and more, we deliver an experience unlike anything in our industry. We are an innovative company competing to outdo ourselves, year after year. As the nation’s premier school photography company, we engage with students, schools, and our team members to make them feel accepted and empowered. CADY’s mission is to go beyond a portrait and to provide a premier experience for the extraordinary—because each of our guests, school partners, and team members are utterly extraordinary.

Who are you? 

You are a high-energy, systems-oriented leader who thrives in the intersection of people and process. You have a true passion for creating memorable experiences and possess the operational discipline to ensure those experiences are delivered consistently at scale. You are a "Field General" who enjoys being on the floor, coaching in the moment, and driving immediate results. You see the story behind the data and are excited by the opportunity to lead a team through growth and technological evolution.

Job Summary 

As the Manager of Customer Experience, you are the strategic engine of CADY’s support center. While the Team Leads and Supervisors handle daily execution, you focus on high-level strategic planning, policy updates, and budget oversight. You ensure the center operates at peak efficiency by analyzing long-term performance trends and managing strategic external partnerships.

Responsibilities

• Strategic Planning: Lead the long-term planning for the CX department, including headcount forecasting and budget oversight.
• Policy Ownership: Create and update departmental policies to ensure they align with CADY’s evolving mission and growth.
• Authority Governance: Define the specific scope of authority and approval limits for the Supervisor and Team Lead roles.
• Advanced Analytics: Analyze call center performance statistics to identify long-term trends and present data-driven updates to the Director.
• Partner Management: Serve as the primary operational contact for strategic external partners, focusing on high-level calibration and brand alignment.
• Process Innovation: Collaborate with the Director to integrate new technologies and system architectures that improve the overall customer journey.

Job Requirements

• High school diploma required; bachelor’s degree preferred, or an equivalent combination of education and relevant work experience.
• 7–10 years of customer service or support experience, with at least 3–5 years in a leadership or supervisory role required.
• Proven ability to manage high-volume operations and geographically distributed partner teams.
• Strong technical proficiency in AWS Connect and CRM platforms (Zendesk, Zoho, or Freshdesk).
• Excellent analytical, problem-solving, and interpersonal communication skills.
• Ability to commute to and work from our office in Alpharetta, GA.

Physical Requirements and Work Environment

• Ability to sit and work at a computer for extended periods of time.
• Ability to use a computer, keyboard, mouse, and other standard office equipment regularly.
• Ability to occasionally stand, walk, bend, or reach within an office environment.
• Ability to lift and move items up to 15 lbs.
• Comfortable working in a standard indoor office setting with moderate noise levels.
• Ability to communicate effectively in person, via phone, and through virtual meeting platforms.