Customer Experience Manager - Strategy & Performance

Stord-Warehous

Atlanta (GA)

On-site

USD 85,000 - 120,000

Full time

7 days ago

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Job summary

Stord, The Consumer Experience Company, seeks a Manager, Customer Experience to lead our customer experience team in Atlanta. You will shape strategy, drive initiatives to optimize customer interactions, and ensure service excellence across fulfillment and logistics operations.

Responsibilities include team leadership, performance management, handling high-level escalations, and collaborating with Fulfillment Operations, Transportation and Tech teams to align customer goals with operational

Qualifications

Bachelor’s degree in Business Administration or related field.
4+ years in customer service management, logistics or supply chain.
Experience leading a team 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 operation 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 that maintain customer trust and operational integrity.
Process Development: Identify areas for process improvement and innovate solutions to enhance customer interaction and operational efficiency.
Cross-functional engagement: Collaborate with Fulfillment Operations, Transportation and Tech teams to align customer goals with broader operational processes.