Customer Experience Leader: Strategy & Operations

Stord; Hebron Estates (KY); On-site; USD 85,000 - 110,000; Full time

Job summary

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today’s leading brands. The Manager, Customer Experience will lead the CX team, set best practices, and drive continuous improvement in customer interactions and service delivery.

The role reports to the Director of Customer Experience and collaborates with Fulfillment Ops, Transportation, and Tech to ensure customer needs are met promptly and effectively.

Qualifications

• 4+ years of experience in customer service management, logistics or supply chain focus.
• Proven ability in team management and strategic planning.
• Familiarity with OMS, WMS, and CRM tools.

Responsibilities

• Strategic Team Leadership: Lead a team of Customer Experience Associates and Specialists with a focus on strategic initiatives that align with Stord's operational goals.
• Develop and implement best practices for customer engagement and issue resolution.
• Performance management and fostering continuous improvement within the team.
• Complex escalation resolution: Take charge of resolving high-level escalations, ensuring effective solutions that maintain customer trust and operational integrity.
• Cross-functional engagement: Work closely with Fulfillment Operations, Transportation and Tech teams to align customer goals with broader operations.

Skills

Leadership

Team management

Strategic planning

Communication

Education

Bachelor's degree in Business Administration or related field

Tools

OMS

WMS

CRM tools

Job description

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today’s leading brands. The Manager, Customer Experience will lead the CX team, set best practices, and drive continuous improvement in customer interactions and service delivery.

The role reports to the Director of Customer Experience and collaborates with Fulfillment Ops, Transportation, and Tech to ensure customer needs are met promptly and effectively.