HUXWRX SAFETY CO LLC

HUXWRX Safety Co.

Customer Experience Manager

Department: Marketing

Reports to: Director of Marketing

Location: Millcreek, Utah (In-Office)

Employment Type: Full Time

Compensation: Competitive salary and performance-based incentives

About Us

We are a leading manufacturer in the firearms and outdoor industry, known for our commitment to innovation, precision, and customer satisfaction. Serving law enforcement, military, and civilian markets, we pride ourselves on quality craftsmanship and a mission-driven culture. 

We’re seeking a Customer Experience Manager to ensure seamless communication across all customer touchpoints while aligning support efforts with E-commerce initiatives, product launches, and internal team objectives.

Role Overview

The Customer Experience Manager will oversee a team of Customer Service Specialists managing inbound calls, emails, texts, RMAs, and customer service platforms. This individual will set KPIs, analyze performance metrics, and deliver reporting to leadership while ensuring operational excellence and a consistent, customer-first approach across all interactions. 

The role integrates closely with E-commerce, Sales, Marketing and Operations teams to provide a unified customer experience, support Pro Program participants, and ensure the customer-facing team has the tools, training, and knowledge to deliver exceptional service at scale.

Key Responsibilities

Team Leadership & Daily Operations

• Lead, coach, and support the Customer Service Specialists team.
• Oversee RMAs, inbound calls, text communications, and support emails.
• Establish KPIs, call metrics, and report dashboards to track performance and drive continuous improvement.
• Maintain service-level agreements (SLAs) and quality benchmarks across all channels.

Pro Program & Specialized Customer Segments

• Manage the Pro Program, including onboarding, support, and relationship management.
• Serve as an escalation point for Pro Program inquiries and maintain accurate records of all communications.

E-commerce & Product Knowledge Integration

• Collaborate with E-commerce and Sales teams to maintain current knowledge of product lines and promotions.
• Ensure the customer service team is equipped with the right information to provide accurate and consistent support.

Systems & Data Management

• Manage customer support, phone/text and assist with integration of E-commerce platform.
• Analyze call data, customer satisfaction scores, and resolution times to identify improvement opportunities.
• Deliver regular performance reports to leadership with insights and recommendations.

Qualifications

• 5+ years of experience in customer service, customer success, or experience management; 2+ years in a leadership role preferred.
• Experience in the shooting sports, hunting, outdoor, or regulated product industry strongly preferred.
• Familiarity with NFA and non-NFA regulations and industry-specific terminology.
• Proficiency with Gorgias, RingCentral, BigCommerce, and other customer engagement tools.
• Strong communication, problem-solving, and organizational skills.
• Demonstrated ability to integrate with E-commerce, sales, and operations teams to deliver a unified customer experience.

What we offer

• Competitive salary and performance-based incentives.
• A collaborative, mission-focused culture built on craftsmanship, innovation, and integrity.
• Professional growth opportunities across E-commerce, sales, marketing, and operations.

Employee benefits*:

• Medical
• Dental
• Vision
• 8 paid Holidays
• Up to 4 weeks of accrued PTO
• Up to 56 hours of sick leave
• 401k Plan

Note: The Company may, at any time, with or without notice, alter or change job responsibilities, reassign, or transfer job positions, or assign additional job responsibilities. From time to time, you may be asked to work on special projects or to assist with other work necessary or important to the operation of your department or the Company. Your cooperation and assistance in performing such additional work is expected.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  

*The Company reserves the right to eliminate or modify any of its benefits at any time, in its sole discretion, with or without notice.