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Manager, Customer Experience

Stord
Atlanta, USA
Full-time
Manager · 4+ years experience
Onsite
Discovered 2 weeks ago

Full Job Posting

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.

Qualifications

  • Familiarity with OMS, WMS, and CRM tools

Preferred Qualifications

  • Bachelor’s degree in Business Administration, Operations/Supply Chain Management, or related field preferred

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