Customer Experience Manager - Lead Ops & Escalations

stord

Hebron Estates (KY)

On-site

USD 90,000 - 130,000

Full time

14 days+

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Job summary

Stord, The Consumer Experience Company, seeks a Manager, Customer Experience to lead our customer experience team and drive service excellence. You will strategize, implement best practices, and manage a team of Associates and Specialists to ensure prompt and effective customer care.

Ideal candidates have a Bachelor's in a related field, 4+ years in customer service management or logistics, and strong leadership with cross-functional collaboration across Fulfillment, Transportation, and Tech

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.
Proven ability in team management and strategic planning.

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.
Performance Management: Regularly evaluate team performance against company standards and customer satisfaction metrics.
Complex Escalation Resolution: Take charge of resolving high-level escalations, ensuring effective solutions.
Process Development: Identify areas for process improvement and innovate solutions to enhance customer interaction and operational efficiency.
Cross-functional engagement: Work closely with Fulfillment Operations, Transportation, and Tech teams to ensure goals are aligned.