Team Lead Supervisor, Customer Experience - B2B

Pandora; Glen Burnie (MD); On-site; USD 55,000 - 70,000; Full time

Job summary

Pandora seeks a Team Lead Supervisor for Customer Experience B2B in the US/Canada/LatAm. You will lead hourly CX Reps, drive performance, and ensure policy adherence within the B2B service framework.

The role emphasizes coaching, reporting, and process improvements to deliver consistent customer experiences. Collaborate across Retail Ops, IT, Sales and partners to align operations and support strategic priorities.

Qualifications

• Bachelor’s degree in Business, Operations, or related field.
• 3–5 years of experience in a customer service or B2B support environment.
• 3–5 years of direct people leadership or supervisory experience.
• Ability to lead a team to achieve defined performance goals, service standards, and KPIs.
• Experience supporting retail, wholesale, or distribution partners preferred.
• Familiarity with OMS, WMS, and CRM tools such as Salesforce Service Cloud.
• Ability to analyze operational data and take corrective action at the team level.
• Proficiency in Microsoft Office Suite and experience creating or maintaining performance reports and dashboards.
• Effective cross-functional communication skills to support operational alignment.
• Ability to multi-task, prioritize effectively in a fast-paced environment.

Responsibilities

• Lead and develop a team of Customer Experience Representatives across B2B support, driving performance and engagement.
• Provide ongoing coaching, feedback, and performance management to meet KPIs and SLAs.
• Reinforce accountability, attendance, and login compliance expectations.
• Prioritize and oversee escalations with timely resolution and clear communication.
• Support onboarding and training of new hires for consistent B2B workflows.
• Promote a collaborative, team-oriented environment aligned with CX priorities.
• Ensure consistent execution of B2B service processes and standards.
• Support tool/system enhancements and process updates for the B2B team.
• Monitor case trends and recurring issues; escalate themes to management.
• Maintain escalation processes and compliance with case management protocols.
• Identify workflow gaps and propose practical improvements.
• Analyze contact data to identify performance trends and drivers.
• Create and maintain team-level reporting and dashboards.
• Ensure reporting accuracy and document trends for leadership.
• Translate findings into clear summaries for leadership review.
• Collaborate with Quality and Training to drive continuous improvement.
• Work with Retail, IT, and cluster stakeholders to resolve issues.

Skills

People Leadership

Coaching

Data analysis

MS Office

Dashboards

Cross-functional collaboration

Education

Bachelor’s degree in Business, Operations, or related field

Tools

OMS

WMS

Salesforce Service Cloud

Job description

Team Lead Supervisor, Customer Experience B2B

As the largest jewelry brand in the world, we give a voice to millions of people’s loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives.

Where original thinking is welcomed and can turn into a positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion. At Pandora, where you can craft far more than just an incredible career.

About This Role

The B2B Customer Experience Team Lead Supervisor is an operational leadership role responsible for overseeing the day-to-day performance, alignment, and execution of our B2B Customer Experience team. This position focuses on leading hourly Customer Experience Representatives to ensure consistent service delivery, policy adherence, and operational effectiveness across B2B support channels, in the US, Canada, and Latin America.

This role goes beyond basic supervision by reinforcing performance standards, monitoring KPIs and SLAs, and driving accountability within the team to maintain stable and high-quality customer experience. The Supervisor supports the implementation of Customer Experience initiatives, ensures team alignment with established priorities, and escalates trends or operational risks as appropriate.

As Pandora continues to grow its e-commerce and retail footprint, this role plays a key part in maintaining service consistency, strengthening team engagement, and delivering reliable operational execution within the defined B2B service framework.

What You Will Do In This Role

Supervision & People Management

• Lead and develop a team of Customer Experience Representatives across B2B support which includes but is not limited to order importing workflows, driving performance, service quality, and engagement
• Provide ongoing coaching, feedback, and performance management to ensure adherence to KPIs, SLAs, and service standards
• Reinforce accountability, attendance, and log-in compliance expectations
• Prioritize and oversee escalations, ensuring timely resolution and appropriate communication
• Support onboarding and training of new hires to ensure readiness and consistent execution of B2B workflows
• Promote a collaborative, team-oriented environment aligned with Customer Experience priorities

Operational Execution & Support Oversight

• Ensure consistent execution of established B2B service processes, workflows, and support standards
• Support implementation of new tools, system enhancements, and process updates impacting the B2B team
• Monitor case trends, contact drivers, and recurring issues, escalating broader operational themes to Manager and Director leadership
• Maintain structured escalation processes and ensure compliance with defined case management protocols
• Support ongoing process improvements by identifying workflow gaps within the team and recommending practical adjustments

Analytical & Data Skills

• Analyze contact data to identify performance trends, SLA gaps, quality opportunities, and support drivers
• Create and maintain team-level reporting and dashboards to track productivity and service outcomes
• Ensure reporting accuracy and documentation of trends for leadership visibility
• Translate operational findings into clear summaries for Manager and Director review
• Partner with Quality and Training teams to reinforce continuous improvement within the team
• Collaborate with Retail partners, IT, and cluster stakeholders to gather information needed to resolve operational issues impacting B2B support

Process Standardization & Documentation

• Maintain and update team SOPs and workflow documentation to support consistency and clarity
• Ensure adherence to established service standards and compliance requirements
• Support onboarding documentation and training materials to reduce ramp time and performance variability
• Reinforce defined service metrics and execution expectations across the team

Leadership & Company Standards

• Uphold Pandora’s company standards, values, policies, and leadership expectations in all aspects of the role, serving as a role model for professional conduct, accountability, and collaboration
• Demonstrate sound judgment and take ownership of issues that may extend beyond the immediate scope of B2B Customer Experience, engaging the appropriate partners and leadership when needed
• Represent Customer Experience and Pandora positively across teams and functions, maintaining a consistent standard of professionalism and accountability
• Support broader Customer Experience and company priorities as needed, recognizing that leadership responsibilities extend beyond the day-to-day responsibilities of the B2B function

Cross-Functional Collaboration

• Partner with Retail Ops, IT, Sales, and cluster stakeholders to support operational alignment and issue resolution
• Participate in meetings related to system rollouts or operational changes impacting the B2B team, ensuring team readiness and awareness
• Provide frontline feedback to Customer Experience Manager and Director leadership to inform broader Customer Experience decisions

What Is Needed To Succeed

• Bachelor’s degree in Business, Operations, or related field preferred
• 3-5 years of experience in a customer service or B2B support environment
• 3-5 years of direct people leadership or supervisory experience
• Demonstrated ability to lead a team to achieve defined performance goals, service standards, and operational KPIs
• Experience supporting retail, wholesale, or distribution partners preferred
• Familiarity with order management systems (OMS), WMS platforms, and CRM tools such as Salesforce Service Cloud
• Ability to analyze operational data, identify performance trends, and take corrective action at the team level
• Proficiency in Microsoft Office Suite and experience creating or maintaining performance reports and dashboards
• Effective cross-functional communication skills to support operational alignment
• Ability to multi-task, prioritize effectively, and manage competing demands in a fast-paced environment
• Proven ability to collaborate with internal partners to resolve operational issues

Maryland Salary:

$55,000 - $70,000 commensurate with experience

About Pandora

Pandora is the world's largest jewelry brand, specializing in the design, crafting and marketing of accessible luxury jewelry made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewelry. Pandora jewelry is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewelry with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 32.5 billion (EUR 4.4 billion) in 2025.

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.

About Pandora NAM

The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 130 in our Logistics Center in Glen Burnie, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores.

Today, the USA is Pandora’s single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.