Customer Experience Leader — Scale Ops & Delight Customers

Stord; Atlanta (GA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Stord in Atlanta, GA is seeking a Manager, Customer Experience to lead the CX team and elevate the consumer journey across orders and post-purchase support.

You will own strategic initiatives, supervise Associates and Specialists, and partner with Fulfillment Operations, Transportation, and Tech to align customer outcomes with operational goals.

The ideal candidate has 4+ years of CX or logistics leadership, excellent communication, and a track record of driving improvements.

Qualifications

• Minimum 4+ years in customer service management or logistics
• Proven ability to lead teams and plan strategically
• Experience with escalation management and process improvement

Responsibilities

• Lead and develop the Customer Experience team
• Define KPIs and monitor customer satisfaction metrics
• Resolve high-level escalations with effective solutions
• Collaborate with Fulfillment Ops, Transportation, and Tech teams
• Develop processes to improve service delivery

Skills

Team leadership

Strategic planning

Customer service management

Logistics / supply chain

Education

Bachelor's degree in Business Administration, Operations/Supply Chain Management, or related field

Tools

OMS

WMS

CRM

Job description

Stord in Atlanta, GA is seeking a Manager, Customer Experience to lead the CX team and elevate the consumer journey across orders and post-purchase support.

You will own strategic initiatives, supervise Associates and Specialists, and partner with Fulfillment Operations, Transportation, and Tech to align customer outcomes with operational goals.

The ideal candidate has 4+ years of CX or logistics leadership, excellent communication, and a track record of driving improvements.