Senior Manager, Customer Experience & Operations

Stord, Inc.; Reno (NV); On-site; USD 90,000 - 130,000; Full time

Job summary

Stord, Inc. is seeking a Manager, Customer Experience to lead the customer experience team and optimize interactions across the organization. You will guide a team of Customer Experience Managers and Specialists, driving performance and satisfaction.

The role requires a blend of leadership, logistics expertise, and a commitment to continuous improvement in service delivery, reporting to the Director of Customer Experience.

Qualifications

• Bachelor's degree preferred.
• Experience in customer service management, logistics or supply chain.
• Familiarity with OMS, WMS, and CRM tools.

Responsibilities

• Lead a team of Customer Experience Managers and Specialists.
• Strategize and implement best practices to optimize customer interactions.
• Manage complex escalations and ensure timely resolutions.
• Collaborate with Fulfillment Operations, Transportation, and Tech teams.
• Drive continuous improvement in service delivery.

Skills

Team management

Strategic planning

Customer service management

Logistics/supply chain focus

Communication skills

Education

Bachelor’s degree in Business Administration or related field

Tools

OMS

WMS

CRM tools

Job description

Stord, Inc. is seeking a Manager, Customer Experience to lead the customer experience team and optimize interactions across the organization. You will guide a team of Customer Experience Managers and Specialists, driving performance and satisfaction.

The role requires a blend of leadership, logistics expertise, and a commitment to continuous improvement in service delivery, reporting to the Director of Customer Experience.