Customer Service Manager

Starting Salary: $115,000+ DOE + bonus
Who We Are:
Obagi Cosmeceuticals is an industry leading dermo-cosmetic brand that provides transformational skin care products, with a 35+ year legacy backed by science and innovation to protect and enhance skin tone and texture. Obagi is widely recognized by US dermatologists and plastic surgeons for its clinical excellence and science-backed approach, remaining a leader in the beauty space and operates as an innovative, global, omni-channel luxury consumer products business with sales distribution to physicians, wholesale partners, retail outlets, Amazon, and direct-to-consumer (DTC) channels. On a mission to create a global, best-in-class multi-brand, multicategory portfolio, Obagi will continue to redefine the future of skincare. We are Obagi. Fearless. Together.

What We Need:
Obagi is seeking a strategic and hands-on Customer Service Manager (CSM) to help build and lead our transformation into a world-class, customer-obsessed support function. Responsible for building and scaling foundational systems, processes, and tools, the CSM will manage a small team to deliver exceptional service across all customer touchpoints - B2B, DTC, Distributor. This role balances daily team leadership with strategic ownership of long-term initiatives, including the rollout of a centralized helpdesk, internal/external knowledge bases, quality assurance, workforce planning, and a Voice of the Customer program.

What You’ll Do:
Strategic Leadership

• Partner with the Director of Customer service to shape and execute the customer service roadmap
• Build scalable processes and workflows to support multi-channel growth.
• Align service delivery with company goals and evolving customer expectations.

Team Management and Development:

• Lead, coach, and develop a high-performance customer service team.
• Support hiring, onboarding, and individual development.
• Instill values of accountability, ownership, customer empathy, and continuous improvement from the ground up.

Operational Oversight:

• Manage day-to-day customer service operations, escalations and issue-resolution.
• Track and improve key metrics: SLAs, response and resolution time, CSAT, etc.
• Maximize the effectiveness of platforms like Gorgias, Oracle, Shopify, and more.
• Project manage open initiatives to ensure accountability and successful completion.

Cross-Functional Collaboration:

• Serve as a bridge between Customer Service and teams like Sales, Ops, and our Warehouse to drive service alignment.
• Lead regular syncs to surface blockers, trends and customer friction points.
• Advocate for the voice of the customer in internal strategy and decision-making.

Technology & Enablement:

• Build and maintain a centralized helpdesk to support all customer types.
• Implement tools, automation, and workflows to increase efficiency and quality.
• Maintain SOPs, escalation paths, and internal documentation.
• Lead creation of self-service knowledge resources for internal teams and customers.

Foundational Programs & Systems:

• Establish a Quality Assurance program to ensure service excellence.
• Build and maintain a Workforce Management process for scheduling and capacity planning.
• Launch and manage a Voice of the Customer program to drive insight and action.
• Define and evolve the service delivery model for B2B, DTC, and distributor channels.

Order Management

• Oversee the end-to-end order management process for B2B and manually submitted orders
• Ensure the Customer Service team executes timely and accurate order entry, fulfillment, and shipment in Oracle.
• Create consistent processes for proactive communication around order status, delays, and resolutions to internal teams.
• Coordinate closely with the warehouse to ensure purchase orders are processed and shipped without delay
• Ensure the Customer Service team functions as a true service partner to Sales—supporting their efforts and delivering a seamless experience for their customers

What You’ll Need:

• A bachelor’s degree in from an accredited university in business administration, communications, or related field required.
• At least 6-9+ years of relevant experience leading customer care functions in an omnichannel retail environment
  • Prior experience within the beauty, pharma, or CPG industry highly preferred
  • Proven success in building high-performing service teams and scalable workflows, with a focus on evolving customer service operations through thoughtful systems, elevated service standards, and increased personalization.
• Experience supporting both B2B and B2C models.
• Exceptional organizational and prioritization/time management skills; demonstrated ability to work under pressure to meet deadlines.
• Comfortable operating in a fast paced, ever-changing environment; someone who thrives in ambiguity and adapts quickly.
• Advanced proficiency in Microsoft Office, particularly excel to leverage formulas, functions, and data visualization tools to clarify insights and effectively communicate data.
  • Working knowledge of support platforms (Gorgias, Zendesk, Shopify, Oracle) and a strong curiosity for emerging technologies that enhance customer experience & team performance
• Possess an energetic, positive attitude that encourages a team and supports the growth and professional development of others.

Physical Requirements:
These demands document the physical requirements of a specific job. Criteria may include: Lifting, Carrying, Push/Pull, Sitting/Standing (In Place); On Feet, Walking, Bending, Turn/Twist; Kneeling; Squatting; Crawling; Climbing; Reaching (Out)/Reaching (Up), Grasping, Wrist Turning; Pinching; Finger Manipulation, Hearing, Talking, Working with a computer for eight hours, Working in close quarters. Communicating over the telephone for eight hours.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of job requirements, so classified. All employees may be required to perform duties outside of their normal responsibilities, from time to time, as needed.