E-Commerce & Customer Experience Lead

Job Duties

Description

The majority of this position's work will be performed from your home office, but this role does require regular travel to our Corporate Headquarters in Owatonna, MN; therefore, candidates must reside within in reasonable drivable distance to Owatonna, MN.

At Wenger Corporation, our work is driven by M.U.S.I.C. (Motivation, Unity, Success, Innovation, and Customer Commitment) and united by purpose. With over 80 years of passion for performance, we enrich lives by enabling and inspiring great performances through world-class products and solutions for music education, performing arts, and athletic spaces. Across our family of brands, we are committed to our customers, to each other, and driven by the belief that great performances happen when great people work together.

At Lutefish, backed by Wenger Corporation, we're on a mission to help musicians of all skill levels play music more often by making it easier to play together. The Lutefish Stream combines purpose-built hardware and software for real-time, low-latency jamming, so musicians up to 500 miles apart can rehearse, write, and play as if they were in the same room. With the energy of a growing music-tech brand and the support of Wenger's 80-year legacy, you'll join a team where innovation, creativity, and a love of music come together. Each session we power helps grow a community of musicians who can keep playing together, no matter the distance.

Wenger Corporation is actively seeking an experienced and dedicated E-Commerce and Customer Experience Lead to to provide an exceptional customer experience by leading Lutefish's e-commerce, customer experience, and delivery operations. This role owns the online sales channels, customer support program, and Agile delivery cadence for the Lutefish Stream, a hardware device that lets musicians play together online in real time. Partnering with engineering, marketing, and operations, this role drives revenue growth and helps scale the Lutefish platform.

If you are passionate about shaping exceptional customer experiences through cutting-edge platforms and have a track record of success in similar roles, we encourage you to apply and join our dynamic team.

At a minimum you will need:

Bachelor's degree in business, marketing, information systems, or a related field, or an equivalent combination of education and experience.

4+ years of experience in e-commerce operations, customer experience, or project management, including at least 2 years owning a program, channel, or process end to end.

Hands-on experience running a Shopify store (or a comparable platform), including pricing, promotions, order management, store apps, and returns.

Proven ability to lead cross-functional projects without direct authority, from setting priorities and timelines to driving work to completion.

Strong analytical skills, with experience defining KPIs, building reports and dashboards, and turning data into recommendations for leadership.

Strong technical aptitude, including the ability to troubleshoot hardware, software, and home network issues and to explain them clearly to non-technical customers. Excellent writing skills, including help content, process documentation, and product listings.

Ability to work hybrid from Owatonna, MN, and to travel to 2-4 industry events per year (up to 10%)

It would be great if you also have:

Experience working with software development teams in an Agile/Scrum environment, including running sprint ceremonies and managing a backlog in Jira or a similar tool, or willingness to learn.

Scrum certification (CSM, PSM, or similar).

Familiarity with audio and music technology (audio interfaces, mixers, DAWs, live sound), or a background as a working or hobbyist musician or in the music products or pro audio industry.

Experience selling through online marketplaces such as Reverb, eBay, or Amazon, including multichannel inventory tools.

Experience setting fraud, chargeback, and returns policies, and managing carrier claims.

Experience building AI or automation workflows (such as Shopify Flow, Zapier, or AI-assisted support tools).

Experience managing a refurbished or resale inventory program.

Trade show or live event experience.

As a E-Commerce & Customer Experience Lead, a typical day might include:

E-Commerce & Channel Management: Own the Lutefish e-commerce operation across Shopify, Stripe, and connected marketplaces such as Reverb, eBay, and Amazon. Set pricing, promotions, discount strategy, and channel mix within approved guidelines to grow revenue. Establish policies for fraud review, chargebacks, payment disputes, and carrier claims, and make the final call on high-risk orders. Ensure customer data is protected according to company policy.

Customer Experience Program: Design and own the customer support model, including service standards, response targets, and returns, refund, and exchange policies. Respond to routine customer support tickets and inquiries, resolve escalated customer and technical issues, and approve refunds and policy exceptions. Build and maintain the help center, setup guides, self-service content, and standard operating procedures. Implement and maintain AI-assisted support and automation workflows that reduce routine support volume.

Agile Delivery / Scrum Master: Serve as Scrum Master for the Lutefish software development team. Facilitate sprint planning, daily stand-ups, reviews, and retrospectives. Partner with the product owner to refine and prioritize the backlog in Jira. Identify and remove impediments, manage cross-team dependencies, and track velocity and delivery metrics. Coach the team on Agile practices and drive continuous process improvement.

Launch & Project Leadership: Lead cross-functional initiatives across marketing, operations, product, and engineering, including product launches, promotions, and business projects. Define scope, set priorities and timelines, and drive accountability for deliverables. Make go/no-go recommendations on launch readiness, including store content, pricing, and inventory.

Analytics & Insights: Own sales, support, and channel performance KPIs and report results to leadership. Analyze customer feedback and operational data to identify trends, and recommend improvements to products, marketing, and processes. Build dashboards and alerts (e.g., low stock, ticket backlog, channel sales).

Refurbished Inventory Program: Own the resale program for returned and refurbished inventory. Establish inspection and grading standards, set resale pricing within approved guidelines, and manage listings, stock levels, and fulfillment across marketplace channels to maximize recovery value.

Trade Shows & Events: Represent Lutefish at NAMM and other industry events. Run product demos, build relationships with customers and dealers, and manage event logistics.

Benefit offerings include:

Paid Time Off

9 Paid Holidays

Generous Profit Sharing

Medical, Dental and Vision Insurance

Spending Accounts HSA, FSA, DCFSA

Company Paid Short-term and Long-term Disability Insurance

401k Retirement Plan with Company Match

Company Paid Life Insurance

Supplemental Life Insurance

Onsite Fitness Center

Employee Assistance Program

Join our team, where motivation drives excellence, innovation shapes the future of performance, and customer commitment

guides everything we do!

Wenger Corporation is an Equal Opportunity / Affirmative Action Employer

All qualified Candidates are Encouraged to Apply

Minimum Education Required

Bachelor Degree

Minimum Experience Required

4 - 20 years

Shift

First (Day)

Number of Openings

1

Public Transportation Accessible

Yes

Veterans Encouraged to Apply

No

Physical Required

Yes

Drug Test Required

Yes

Compensation

$75,000.00 - $85,000.00 / Annually

Postal Code

55060

Job Type

Full Time

Place of Work

On-site

Requisition ID

263380

Job Benefits

Not specified