Director of Customer Experience & Operations

Stord; Atlanta (GA); In loco; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Team leadership

Strategic planning

Customer service management

Cross-functional collaboration

Formazione

Bachelor’s degree in Business Administration, Operations/Supply Chain Management, or related field

Strumenti

OMS

WMS

CRM tools

Descrizione del lavoro

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