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

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Ecommerce & Customer Experience Manager - Kayak Pools