CX Strategy Lead - Customer Experience Manager

Stord, Inc.; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Stord is seeking a Manager, Customer Experience to lead the CX team and optimize interactions across fulfillment, transportation, and technology. You will drive initiatives that enhance customer satisfaction and operational efficiency, reporting to the Director of Customer Experience.

Qualifications include a 4+ year track record in CX management, familiarity with OMS/WMS/CRM, and a degree in a related field. This on-site role supports Stord's growth across the U.S. and beyond.

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.
• Familiarity with OMS, WMS, and CRM tools.

Responsibilities

• Lead a team of Customer Experience Associates and Specialists with a focus on strategic initiatives aligned with operations goals.
• Develop and implement best practices for customer engagement and issue resolution.
• Regularly evaluate team performance against standards and customer satisfaction metrics.
• Resolve high-level escalations and maintain customer trust and operational integrity.
• Identify process improvements and drive operational efficiency.
• Coordinate with Fulfillment Operations, Transportation, and Tech teams to align customer goals with broader processes.

Skills

Customer Experience Management

Team Leadership

Strategic Planning

Education

Bachelor's degree

Tools

OMS

WMS

CRM tools

Job description

Stord is seeking a Manager, Customer Experience to lead the CX team and optimize interactions across fulfillment, transportation, and technology. You will drive initiatives that enhance customer satisfaction and operational efficiency, reporting to the Director of Customer Experience.

Qualifications include a 4+ year track record in CX management, familiarity with OMS/WMS/CRM, and a degree in a related field. This on-site role supports Stord's growth across the U.S. and beyond.