Customer Experience Lead, Ops & Strategy

Stord, Inc.; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Stord, The Consumer Experience Company, is seeking a Manager, Customer Experience to lead the CX team and align customer interactions with operational goals. You will oversee Managers and Specialists, drive best practices, and improve service delivery across fulfillment and logistics.

The role emphasizes strategic leadership, performance management, and cross-functional collaboration to ensure customer needs are met promptly and effectively.

Qualifications

• Bachelor’s degree in Business Administration, Operations/Supply Chain Management, or related field preferred.
• Familiarity with OMS, WMS, and CRM tools.
• 4+ years of experience in customer service management, logistics or supply chain focus.
• Proven ability in team management and strategic planning.

Responsibilities

• Strategic Team Leadership: lead a team of Customer Experience Managers and Specialists.
• Performance Management: evaluate team performance against standards and metrics.
• Complex Escalation Resolution: handle high-level escalations effectively.
• Process Development: identify areas for process improvement and implement solutions.
• Cross-functional engagement: align customer goals with Fulfillment, Transportation, and Tech teams.

Skills

Strategic leadership

Team management

Customer experience

Operations planning

Cross-functional collaboration

Education

Bachelor’s degree in Business Administration/Operations

Tools

OMS

WMS

CRM tools

Job description

Stord, The Consumer Experience Company, is seeking a Manager, Customer Experience to lead the CX team and align customer interactions with operational goals. You will oversee Managers and Specialists, drive best practices, and improve service delivery across fulfillment and logistics.

The role emphasizes strategic leadership, performance management, and cross-functional collaboration to ensure customer needs are met promptly and effectively.