Customer Experience Manager II — Remote Omni-Channel Leader

Gopuff; Indianapolis (IN); Remote; USD 61,000 - 103,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k with company match

Employee discount

Career growth opportunities

Equity program

Annual performance appraisal and bonus

Job summary

Gopuff is seeking a Manager 2, Customer Experience to lead a distributed team in an omni-channel service setting. You will coordinate with CX, workforce, and marketplace teams to elevate customer outcomes and ensure right actions for customers and employees alike.

The role offers a fully remote schedule with periodic travel to hub cities to collaborate cross-functionally and showcase leadership. You will drive coaching, performance, and mentoring at scale.

Qualifications

• 7+ years in customer experience or customer service in an inbound operating environment.
• 5+ years of Supervisor/Manager level leadership experience.
• 3+ years of start-up experience.
• Omni-channel management and optimization experience.
• CRM, telephony, deflection, and automation experience.
• E-commerce background.
• Six Sigma or similar process improvement experience.

Responsibilities

• Communicate with partners to improve coordination and champion the voice of the customer (VoC).
• Coach a team of associates to ensure engagement and retention, while managing time, performance, attendance, payroll, and personnel needs.
• Assess and recommend improvements to programs, channels, and team performance to reduce defects in the customer journey.
• Audit customer interactions, analyze feedback, and resolve escalations to mitigate brand risk.
• Develop subject matter expertise across operating requirements, tools, and policies to lead a team with limited data.

Skills

Leadership

Customer experience

Start-up experience

Omni-channel management

CRM / telephony

E-commerce

Six Sigma

Program management

Analytics

Presentation skills

COPC (preferred)

Education

Bachelor's Degree

Tools

CRM systems

Telephony platforms

Automation tools

Job description

Gopuff is seeking a Manager 2, Customer Experience to lead a distributed team in an omni-channel service setting. You will coordinate with CX, workforce, and marketplace teams to elevate customer outcomes and ensure right actions for customers and employees alike.

The role offers a fully remote schedule with periodic travel to hub cities to collaborate cross-functionally and showcase leadership. You will drive coaching, performance, and mentoring at scale.