Director of Customer Experience & Operations

Stord

Atlanta (GA)

On-site

USD 90,000 - 130,000

Full time

48 hours ago

Be an early applicant

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Stord in Atlanta is seeking a Manager, Customer Experience to lead the CX team and drive improvements across orders, fulfillment, and post-purchase interactions. You will shape strategy, coach Associates and Specialists, manage escalations, and partner with Fulfillment Operations, Transportation, and Tech to align customer needs with business goals.

Ideal candidates have a bachelor’s in a related field and 4+ years in CX or logistics management, with proven leadership and process-improvement

Qualifications

Bachelor’s degree in Business Administration, Operations/Supply Chain Management, or related field.
Experience with OMS, WMS, and CRM tools.
4+ years in customer service management, logistics or supply chain.
Strong leadership and strategic planning skills.

Responsibilities

Lead a team of Customer Experience Associates and Specialists to execute strategic initiatives.
Regularly evaluate team performance against standards and customer satisfaction metrics.
Resolve high-level escalations to maintain trust and service quality.
Develop processes to improve customer interactions and efficiency.
Collaborate with Fulfillment Operations, Transportation, and Tech teams.