Manager, Customer Experience & Operations

✨ About The Role

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

⚡ Requirements

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