Customer Experience Manager — Operations & Logistics

Stord-Warehous; Reno (NV); On-site; USD 95,000 - 125,000; Full time

Job summary

Stord is seeking a Manager of Customer Experience to lead a team of CX professionals and elevate the customer journey across our logistics platform. You will drive strategy, develop scalable processes, and partner with Fulfillment Operations, Transportation, and Tech teams to ensure exceptional service and loyalty.

The role requires 4+ years in CX or logistics leadership, strong people-management skills, and a knack for turning customer insights into actionable improvements.

Qualifications

• Bachelor’s degree in Business Administration, Operations/Supply Chain Management, or related field preferred.
• 4+ years of experience in customer service management, logistics or supply chain focus.
• Proven ability in team management and strategic planning.
• Bonus points for startup experience.
• Proficiency in WMS, OMS systems and customer service technologies.

Responsibilities

• Strategic team leadership focused on CX initiatives aligned with operational goals.
• Regularly evaluate team performance against standards and customer satisfaction metrics.
• Handle high-level escalations to maintain customer trust and operational integrity.
• Identify areas for process improvement to enhance customer interactions and efficiency.
• Collaborate with Fulfillment Operations, Transportation, and Tech teams to align CX goals.

Skills

Leadership

Strategic planning

People management

Customer service

Education

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

Tools

OMS

WMS

CRM tools

Job description

Stord is seeking a Manager of Customer Experience to lead a team of CX professionals and elevate the customer journey across our logistics platform. You will drive strategy, develop scalable processes, and partner with Fulfillment Operations, Transportation, and Tech teams to ensure exceptional service and loyalty.

The role requires 4+ years in CX or logistics leadership, strong people-management skills, and a knack for turning customer insights into actionable improvements.