Associate Manager, Customer Experience (Santa Monica)

goop is a lifestyle platform dedicated to exploration, curation, and groundbreaking conversation. From its award-winning beauty and fashion lines to its expansive editorial lens, goop invites women to embrace the process of becoming, and to discover deep joy in the pursuit of pleasure, beauty, and growth in all phases of life.

Gwyneth Paltrow began goop in the fall of 2008 as a weekly newsletter. It has expanded into a beauty, fashion, and food business thats also known for its products, curation, podcast, TV shows, live events, and retail stores.

About You

You are an empathetic leader who thrives on both coaching and hands-on execution. Youre comfortable guiding a team while also stepping in to support inbox management and customer responses as needed. You bring strong communication skills, a service-first mindset, and the ability to problem-solve quickly. Youre excited to grow as a manager, build team performance, and help refine the customer experience at a fast-paced lifestyle brand.

About The Role

The Associate Manager, Customer Experience will oversee the day-to-day operations of the CX team, ensuring that every customer interaction reflects goops values and high standards of service. Reporting to the Senior Director, Client Experience & Loyalty, this role is responsible for managing team performance, supporting inbox coverage, resolving escalations, and partnering cross-functionally to enhance the customer journey. Youll own core processes and help define best practices that enhance the goop customer experience.

Responsibilities include :

• Manage, coach, and develop the CX team, fostering a culture of accountability, empathy, and high performance.
• Actively support inbox management and customer responses, modeling best practices and assisting with escalations.
• Oversee daily team operations, including workload allocation, SLA achievement, and escalated case resolution.
• Partner with cross-functional teams such as Tech / Digital, Merch, Product, Marketing, Private Client and more, to identify and address recurring customer issues, ensuring timely resolution and long-term solutions.
• Track team performance metrics, contribute to reporting, and share actionable insights to drive improvements.
• Support training, onboarding, and knowledge-sharing to ensure consistent standards of excellence.
• Assist in the rollout of new tools, processes, and initiatives designed to scale and improve the customer experience.

Qualifications & Experience

FA Q

goop is an Equal Opportunity Employer. goop does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. All information provided by the applicant is collected, stored and processed in accordance with the terms of our CCPA Notice for Job Candidates. J ob Disclosures : No applicant disclosures related to physical requirements or ADA-related considerations are relevant for this role.

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