Manager, Customer Experience

Stord, Inc.; Hebron Estates (KY); Hybrid; USD 85,000 - 135,000; Full time

Job summary

Stord, Inc. is seeking a Manager, Customer Experience to lead the CX team and ensure customer needs are met promptly and effectively, aligning with Fulfillment Operations, Transportation, and Tech.

You will develop best practices for engagement, manage complex escalations, and drive continuous improvement in service delivery, reporting directly to the Director of Customer Experience.

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

Responsibilities

• Lead a team of Customer Experience Associates and Specialists with a focus on strategic initiatives that align with Stord's operational goals.
• Develop and implement best practices for customer engagement and issue resolution.
• Performance Management: Regularly evaluate team performance against company standards and customer satisfaction metrics. Foster a culture of continuous improvement and professional development within the team.
• Complex Escalation Resolution: Take charge of resolving high-level escalations, ensuring effective solutions that maintain customer trust and operational integrity.
• Process Development: Identify areas for process improvement and innovate solutions to enhance customer interaction and operational efficiency.
• Cross-functional engagement: Work closely with Fulfillment Operations, Transportation, and Tech teams to ensure that the understanding of the goals of the customer are aligned and integrated into broader operational processes.

Skills

Team leadership

Strategic planning

Customer experience management

Stakeholder collaboration

Process improvement

Education

Bachelor's degree in Business Administration or related field

Tools

OMS

WMS

CRM software

Job description

About Stord

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission. By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale. With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord's end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order. Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

Position Overview

The Manager, Customer Experience at Stord plays a crucial role in leading the customer experience team, which is central to our operational efficiency and customer satisfaction. This position involves strategizing and implementing best practices to optimize customer interactions, managing a team of Customer Experience Associates and Specialists, and ensuring that customer needs are met promptly and effectively. The role requires a blend of strong leadership, deep understanding of logistics operations, and a commitment to continuous improvement in service delivery. As a manager, you will be instrumental in driving the success of the customer experience team, ensuring alignment with Stord's broader operational goals and customer experience standards. The Manager, Customer Experience reports directly to the Director of Customer Experience.

What You’ll Do

• Strategic Team Leadership: Lead a team of Customer Experience Associates and Specialists with a focus on strategic initiatives that align with Stord's operational goals.
• Develop and implement best practices for customer engagement and issue resolution.
• Performance Management: Regularly evaluate team performance against company standards and customer satisfaction metrics. Foster a culture of continuous improvement and professional development within the team.
• Complex Escalation Resolution: Take charge of resolving high-level escalations, ensuring effective solutions that maintain customer trust and operational integrity.
• Process Development: Identify areas for process improvement and innovate solutions to enhance customer interaction and operational efficiency.
• Cross-functional engagement: Work closely with Fulfillment Operations, Transportation, and Tech teams to ensure that the understanding of the goals of the customer are aligned and integrated into broader operational processes.

What You’ll Need

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

Bonus Points

• Previous experience at a start-up is a plus
• Proficiency in WMS, OMS systems and customer service technologies.
• Experience in process improvement and operational management.
• Strong communication and interpersonal skills.

We are an equal opportunity employer and value diversity at our company.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Stord participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.