Remote Customer Experience Manager II - Growth & Ops

Gopuff; Butlerville (IN); Remote; USD 61,000 - 103,000; Full time

Benefits offered by this job

Employee discount

Career growth opportunities

Equity program

Job summary

Gopuff is seeking a Manager 2, Customer Experience to lead daily operations for a team of associates across a distributed footprint in an omni-channel environment. You will report to the Senior Manager of CX and partner with CX managers, WFM, and marketplace integrity teams.

This role offers a fully remote schedule with periodic travel to hub cities to collaborate cross-functionally. You will drive VoC initiatives, coach teams, and monitor performance to ensure high engagement and customer

Qualifications

• 7+ years of customer experience in an inbound operating environment.
• 5+ years of Supervisor/Manager level leadership experience.
• 3+ years of startup experience.
• Bachelor's Degree required.
• Omni-channel management and optimization.
• CRM, telephony, deflection, and automation experience.
• E-commerce background.
• Six Sigma or similar process improvement experience.
• Program management experience.
• Flexible availability including nights and weekends.
• Strong metrics and analytics skills.
• Experience with business case development and project implementation.
• Excellent written, verbal, and presentation skills.
• COPC Registered Practitioner preferred.

Responsibilities

• Communicate with partners to improve coordination and voice of customer across expansion activities.
• Coach a team of associates to maintain engagement, manage time/attendance/payroll, and address personnel needs.
• Assess and recommend improvements to programs and processes to reduce defects in the customer journey.
• Audit customer interactions, analyze data/feedback, and handle escalations to mitigate brand risk.
• Develop SME knowledge across operating requirements, tools, and policies.
• Prioritize service operation tasks and maintain accountability for team performance and actions.

Skills

Customer experience leadership

Supervisory management

Start-up experience

Omni-channel management

CRM/telephony/automation

E-commerce background

Metrics and analytics

Program management

Flexible availability

Education

Bachelor's Degree

Tools

CRM software

Telephony systems

Automation tools

Data/analytics tools

Job description

Gopuff is seeking a Manager 2, Customer Experience to lead daily operations for a team of associates across a distributed footprint in an omni-channel environment. You will report to the Senior Manager of CX and partner with CX managers, WFM, and marketplace integrity teams.

This role offers a fully remote schedule with periodic travel to hub cities to collaborate cross-functionally. You will drive VoC initiatives, coach teams, and monitor performance to ensure high engagement and customer