Head of Customer Experience & Operations

Stord-Warehous; Hebron Estates (KY); On-site; USD 95,000 - 125,000; Full time

Job summary

Stord is seeking a Manager of Customer Experience to lead a growing team and align CX initiatives with fulfillment and tech. You will drive strategy, governance, and escalation management to ensure outstanding customer service across all channels.

You will partner with Operations, Transportation, and Technology teams to optimize processes and customer outcomes while scaling with company growth.

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.
• Strong communication and interpersonal skills.

Responsibilities

• Lead a team of Customer Experience Associates and Specialists with a focus on strategic initiatives.
• Collaborate cross-functionally with Fulfillment Operations, Transportation, and Tech teams.
• Develop and implement best practices for customer engagement and issue resolution.
• Monitor and improve customer satisfaction metrics and team performance.

Skills

Team leadership

Strategic planning

Performance management

Cross-functional collaboration

Customer service

Education

Bachelor's degree in Business Administration

Operations/Supply Chain Management degree

Tools

OMS

WMS

CRM

Job description

Stord is seeking a Manager of Customer Experience to lead a growing team and align CX initiatives with fulfillment and tech. You will drive strategy, governance, and escalation management to ensure outstanding customer service across all channels.

You will partner with Operations, Transportation, and Technology teams to optimize processes and customer outcomes while scaling with company growth.