Job Title: Ecommerce & Customer Experience Manager
Company: Kayak Pools
Location: 2000 Commerce Pkwy Lancaster NY 14086
Employment Type: Full-Time
Salary: $71,000+/yr
About the Role
Kayak Pools is seeking an experienced, highly organized, results-driven Ecommerce & Customer Experience Manager to lead and optimize our direct-to-consumer business. This role blends ecommerce strategy, hands-on customer support leadership, and ownership of our print catalog program. You’ll be responsible for driving online revenue, ensuring a seamless customer journey, expanding our product line into marketplaces (Amazon, eBay, Walmart) and managing one of our most important marketing assets: the Kayak Pools catalog.
Key Responsibilities
Ecommerce Management
- Manage and grow the Kayak Pools ecommerce platform and marketplaces, including product listings, pricing, promotions, and merchandising
- Optimize site performance, user experience, and conversion rates
- Collaborate with marketing on campaigns, landing pages, and seasonal promotions
- Monitor analytics and KPIs (conversion rate, AOV, traffic, revenue) and implement data-driven improvements
- Manage integrations with payment providers, shipping systems, and CRM tools
Customer Support Leadership
- Assist with all customer support channels (phone, email, chat, social)
- Build and refine processes to ensure fast, professional, and helpful responses
- Train and manage support staff or coordinate with outsourced teams
- Develop FAQs, help center content, and automated responses to improve efficiency
Print Catalog Management
- Assist with the strategy, development, and execution of the Kayak Pools print catalog
- Coordinate with internal teams and external vendors (designers, printers, mail houses)
- Ensure brand consistency and compelling product storytelling
Qualifications
- 5+ years of experience in ecommerce, preferably in a DTC or home improvement/product-based business
- Experience managing customer service operations or support teams
- Strong understanding of ecommerce platforms (Shopify, BigCommerce)
- Familiarity with print production and direct mail marketing is a strong plus
- Analytical mindset with experience using tools like Google Analytics or similar platforms
- Excellent project management, organizational, and communication skills
What Success Looks Like
- Increased ecommerce revenue and improved conversion rates
- Faster response times and higher customer satisfaction scores
- A high-performing, visually compelling print catalog that drives measurable sales
- Streamlined processes across ecommerce and customer support
Why Join Kayak Pools
- Be part of a well-established, growing brand with a strong legacy
- Opportunity to grow and shape a critical revenue channel
- Competitive compensation and benefits
