How to hire a customer experience manager

How to hire a customer experience manager, step by step

Here's a step-by-step customer experience manager hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer experience manager job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer experience manager
• Step 8: Go through the hiring process checklist

What does a customer experience manager do?

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1. Identify your hiring needs

   The customer experience manager hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A customer experience manager's background is also an important factor in determining whether they'll be a good fit for the position. For example, customer experience managers from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   This list presents customer experience manager salaries for various positions.

   Type of Customer Experience Manager	Description	Hourly rate
   Customer Experience Manager		$19-65
   Manager	Managers are responsible for a specific department, function, or employee group. They oversee their assigned departments and all the employees under the department... Show more	$17-44
   Service Department Manager	A service department manager is responsible for leading the service department operations by assisting the staff in customer interaction, providing the highest customer service, and negotiating contracts and partnerships with clients. Service department managers coordinate with the sales and marketing team for brand promotions and advising the staff in selling new products to potential customers... Show more	$13-28

   Show more

2. Create an ideal candidate profile

   Common skills:

   • POS
   • Customer Engagement
   • Front End
   • Product Knowledge
   • Customer Care
   • Customer Satisfaction
   • Cash Management
   • Customer Complaints
   • Customer Retention
   • Strong Customer Service
   • Customer Feedback
   • Customer Journey Mapping
   • KPIs
   • Customer Service

   Check all skills

   Responsibilities:

   • Manage the daily schedule and logistics for field technicians to achieve both cost effectiveness and company profitability.
   • Manage corporate Lexus training for all eligible associates at the dealership level.
   • Launch, manage, and edit web content of store s Facebook page.
   • Handle administrative duties, maintain employee files, hire new employees, and manage payroll and employee scheduling.
   • Manage medical profession clients and supervise staff in the preparation of client financial statements, Medicare cost reports and tax returns.
   • Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.

   More customer experience manager duties

3. Make a budget

   Including a salary range in your customer experience manager job description helps attract top candidates to the position. A customer experience manager salary can be affected by several factors, such as geography, experience, seniority, certifications, and the prestige of the hiring company.

   For example, the average salary for a customer experience manager in Georgia may be lower than in Washington, and an entry-level customer experience manager usually earns less than a senior-level customer experience manager. Additionally, a customer experience manager with certifications may command a higher salary, and working for a well-known company or start-up may also impact an employee's pay.

   Average customer experience manager salary

   $75,178yearly

   $36.14 hourly rate

   ---

   Entry-level customer experience manager salary

   $41,000 yearly salary

   Updated December 22, 2025

   Average customer experience manager salary by state

   Rank	State	Avg. salary	Hourly rate
   1	California	$112,129	$54
   2	Washington	$111,455	$54
   3	Massachusetts	$110,172	$53
   4	Rhode Island	$98,888	$48
   5	Delaware	$94,629	$45
   6	Illinois	$93,904	$45
   7	Michigan	$93,873	$45
   8	Minnesota	$91,953	$44
   9	District of Columbia	$88,592	$43
   10	Maryland	$88,002	$42
   11	Indiana	$87,303	$42
   12	Pennsylvania	$84,943	$41
   13	New York	$84,936	$41
   14	Virginia	$83,258	$40
   15	North Carolina	$79,781	$38
   16	Connecticut	$78,222	$38
   17	Arizona	$75,925	$37
   18	Missouri	$75,783	$36
   19	Colorado	$70,886	$34
   20	Ohio	$69,180	$33

   Average customer experience manager salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Latham & Watkins	$191,043	$91.85
   2	DoorDash	$158,664	$76.28	9
   3	Apple	$157,946	$75.94	14
   4	Zoox	$154,273	$74.17
   5	eBay	$149,629	$71.94	1
   6	Genentech	$148,691	$71.49	7
   7	Amazon	$147,917	$71.11	212
   8	CITGO Petroleum	$145,738	$70.07
   9	Accenture	$144,051	$69.26	398
   10	Meta	$143,051	$68.77	102
   11	Google	$142,184	$68.36	136
   12	The Walt Disney Company	$139,241	$66.94	12
   13	Handy	$134,593	$64.71
   14	F5	$133,968	$64.41	1
   15	Pwc	$133,060	$63.97	14
   16	Brookfield Properties	$131,477	$63.21
   17	Salesforce	$131,183	$63.07	20
   18	Qualtrics	$131,183	$63.07	1
   19	CVS Health	$130,993	$62.98	18
   20	Uber Technologies	$130,654	$62.81

4. Writing a customer experience manager job description

   A customer experience manager job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. To help get you started, here's an example of a customer experience manager job description:

   Customer experience manager job description example

   We heard you knock!
   
   Job Purpose:
   
   The Customer Solutions Manager has accountability for Customer Service, Order Writing, and Warranty at one of our Customer Service locations that support Arch Sales. This position will be responsible for the day to day leadership of the teams while driving process improvements and performance metrics goals.
   
   Main Responsibilities and Accountabilities:
   Provide leadership, coaching, mentoring and development to direct reports Develop and implement Customer Service policies, procedures, standardized work, training, systems and best practices throughout the organization Continuously improve Customer Service results by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change Establish strong partnerships and collaboration with Sales, Operations, Supply Chain and HR to deliver an exceptional Customer and Employee ExperienceAnticipate Customer Service issues as a result of long-range business strategies and partner with Plant leadership to create proactive solutions to keep up with evolving changes Coordinate with Customer Solutions Managers at other locations to insure programs are consistent and application is in accordance with established policies and comply with applicable laws and regulations Coordinate and manage Customer Service projects and initiatives Provide resolution based results on addressing complex and escalated Customer Service issues Develop and implement the training and assessment resources needed for the Customer Service team Enforce pricing policies while maintaining Sarbanes Oxley (SOX) compliance Adhere to and administer company related safety/environmental rules and regulations Perform various other duties as assigned
   
   Education:
   Bachelor's degree in Business or related area mandatory
   
   Experience:
   5-7 years of customer service management experience a must, in building products a plus. A minimum of 10 years' experience in customer service required.Strong collaboration and problem-solving skills Strong MS Office skills (Excel, PowerPoint, Word) Working knowledge of customer service software, databases, and tools In-depth knowledge of customer service principles and practices Proven track record to think strategically and to lead effectively; utilizing continuous improvement techniques a plus Strong client-facing and communication skills Demonstrated ability to manage multiple, competing priorities, facilitate projects & business processes, and work effectively both independently & as part of a collaborative team
   
   #LI-JH1
   
   Open to extraordinary!

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right customer experience manager for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   Post your job online:

   • Post your customer experience manager job on Zippia to find and recruit customer experience manager candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Recruiting customer experience managers requires you to bring your A-game to the interview process. The first interview should introduce the company and the role to the candidate as much as they present their background experience and reasons for applying for the job. During later interviews, you can go into more detail about the technical details of the job and ask behavioral questions to gauge how they'd fit into your current company culture.

   It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer experience manager

   Once you've decided on a perfect customer experience manager candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   To prepare for the new employee's start date, you can create an onboarding schedule and complete any necessary paperwork, such as employee action forms and onboarding documents like I-9 forms, benefits enrollment, and federal and state tax forms. Human Resources should also ensure that a new employee file is created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a customer experience manager?