Molly Sandman
San Francisco
Summary
Strategic customer experience and learning leader with 10+ years of experience improving global service standards, retail training programs, and hospitality operations. Proven ability to build high-performing Customer Experience teams, lead certifications and onboarding at scale, and drive luxury brand consistency through education, leadership development, and operational oversight. Known for turning insights into measurable KPIs, strengthening cross-functional alignment, and elevating customer and stylist performance across complex service environments.
Overview
13
13
years of professional experience
Work History
Customer Experience & Hospitality Leader
RH (Restoration Hardware)
06.2024 - Current
- Lead and develop a 30 member CX team supporting 24 restaurants and RH Guesthouse, delivering luxury service excellence and hospitality standards.
- Coach concierge and hospitality teams to elevate engagement, selling behaviors, and customer satisfaction aligned to RH brand values.
- Optimize support operations by improving customer journey mapping, CX processes, and training tools used across restaurant locations.
- Build strong cross-functional partnerships with Global Operations, Service Experience, Technology, and Product to resolve escalations and improve support workflows.
- Contribute to global hospitality initiatives by aligning CX operations with long-term business objectives, service KPIs, and customer loyalty strategies.
National Trainer, Instructor Development
The Bar Method
02.2021 - 07.2024
- Designed and led the National Instructor Training Program across 80+ studio locations, including curriculum, certification, and onboarding.
- Developed continuing education programs and microlearning pathways to improve instructional quality and member experience.
- Provided coaching and performance evaluation using standardized rubrics, improving class quality and brand consistency.
- Served on the Innovation & Product Education Team, co-creating class content and embedded training tools that strengthened product knowledge and delivery.
- Delivered training in multiple formats: workshops, webinars, LMS, online classes, and train-the-trainer.
CX Senior Manager, E-Commerce
Axyz
05.2023 - 06.2024
- Owned end-to-end CX flow, improving retention and satisfaction through communication and support training.
- Used customer feedback data to implement service standards, refine onboarding content, and influence CX strategy.
Senior Member Services Manager, E-Commerce
POPSUGAR
08.2015 - 05.2021
- Led CX team and BPO representatives supporting subscription membership operations.
- Designed onboarding training, QA tools, and performance KPIs to improve response quality and customer satisfaction.
- Partnered with Product, Engineering, and Marketing to refine customer touchpoints and deliver insight-driven service improvements.
- Managed vendor and partner relationships to improve quality standards and drive customer delight.
Earlier CX & E-Commerce Experience
Wanelo | Uber | Sprout
02.2013 - 07.2015
- Roles in customer support, community management, onboarding, and training oversight for BPO teams.
Education
California Polytechnic State University
San Luis ObispoSkills
- Program strategy and talent development
- Luxury service standards expertise
- Service improvement in retail and hospitality
- KPI reporting and analysis
- Customer service
- Critical thinking
- Effective communication
- Relationship building
- Quality control
- Customer retention
Timeline
Customer Experience & Hospitality Leader
RH (Restoration Hardware)
06.2024 - Current
CX Senior Manager, E-Commerce
Axyz
05.2023 - 06.2024
National Trainer, Instructor Development
The Bar Method
02.2021 - 07.2024
Senior Member Services Manager, E-Commerce
POPSUGAR
08.2015 - 05.2021
Earlier CX & E-Commerce Experience
Wanelo | Uber | Sprout
02.2013 - 07.2015
California Polytechnic State University