Head of Customer Experience – Logistics & Ops

stord; Reno (NV); On-site; USD 90,000 - 120,000; Full time

Job summary

Stord, The Consumer Experience Company, is seeking a Manager, Customer Experience to lead our customer experience team and optimize interactions across fulfillment, transportation, and support. You will drive strategic initiatives, coach managers and specialists, and ensure timely, high-quality resolutions.

Candidates should have 4+ years in customer service management within logistics or supply chain, and familiarity with OMS, WMS, and CRM tools. A Bachelor's degree is preferred.

Qualifications

• Bachelor's degree or higher in Business Administration, Operations or Supply Chain preferred.
• Familiarity with OMS, WMS, and CRM tools.
• 4+ years of experience in customer service management, logistics or supply chain.
• Proven ability in team management and strategic planning.

Responsibilities

• Strategic Team Leadership: lead a team of CX Managers and Specialists with focus on strategic initiatives.
• Performance Management: evaluate team performance against standards and metrics.
• Complex Escalation Resolution: handle high-level escalations effectively.
• Process Development: identify areas for process improvement and drive solutions.
• Cross-functional engagement: coordinate with Fulfillment Ops, Transportation, and Tech teams.

Skills

Team management

Strategic planning

Customer service management

Logistics or supply chain

CRM tools familiarity

Education

Bachelor's degree in business/ops/supply chain

Tools

OMS

WMS

CRM software

Job description

Stord, The Consumer Experience Company, is seeking a Manager, Customer Experience to lead our customer experience team and optimize interactions across fulfillment, transportation, and support. You will drive strategic initiatives, coach managers and specialists, and ensure timely, high-quality resolutions.

Candidates should have 4+ years in customer service management within logistics or supply chain, and familiarity with OMS, WMS, and CRM tools. A Bachelor's degree is preferred.