Manager, Customer Experience & Operations Operations

Startops; Town of Texas (WI); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Manager of Customer Experience & Operations to enhance the shopping experience and drive customer lifetime value. This dynamic role involves leading customer experience initiatives, managing a team, and integrating AI and automation to improve support quality. The ideal candidate will possess strong analytical skills and a proven track record in developing strategies that boost customer retention. Join this innovative company to make a meaningful impact on customer satisfaction and operational excellence in a collaborative environment.

Qualifications

• 4-6+ years in e-commerce or DTC industry with customer experience focus.
• Strong analytical and project management skills required.

Responsibilities

• Develop and execute strategies to enhance customer shopping experience.
• Lead customer experience programs and manage a team of agents.

Skills

Analytical Skills

Project Management

Communication Skills

Customer Experience Strategy Development

Team Leadership

Education

Bachelor's Degree in Business or Marketing

Job description

Manager, Customer Experience & Operations

Location: Remote

Job Tags: Operations

About The Role

1. The Manager of Customer Experience & Operations will be responsible for developing and executing strategies to enhance the shopping experience and drive lifetime value.
2. This role involves leading customer experience programs, managing a team of agents, and crafting a strategic vision for Supergoop!'s support function.
3. The candidate will drive operational excellence by integrating AI and automation into the support experience while maintaining quality responses.
4. Budget tracking and forecasting for customer experience investments will be part of the responsibilities.
5. The role requires maintaining and evaluating KPI dashboards related to customer contacts and program performance.
6. The candidate will consolidate and champion Voice of the Customer insights to inform experience improvements.
7. Collaboration with cross-functional teams is essential to ensure seamless execution of initiatives and continuous improvement based on data and feedback.

Qualifications

1. The ideal candidate will have a bachelor's degree or equivalent experience in business, marketing, or a related field.
2. A proven track record of 4-6+ years in the e-commerce or DTC industry, particularly in a customer experience frontlines function, is essential.
3. Strong analytical skills are necessary to interpret data, generate insights, and make data-driven decisions.
4. The candidate should have demonstrated success in developing and implementing customer experience strategies that drive customer retention and sales growth.
5. Exceptional project management and organizational skills are required to manage multiple initiatives simultaneously and meet deadlines.
6. Excellent communication and interpersonal skills are crucial for effective collaboration with cross-functional teams and presenting ideas to senior management.
7. A passion for delivering exceptional customer experiences and driving business results is a must.