Manager, Customer Experience
Core
Lead the customer experience team to optimize interactions, resolve escalations, and align customer goals with operational processes.
Role type
Manager, Customer Experience
Builds
Customer engagement strategies and issue resolution processes
Domain
Logistics, Supply Chain, E-commerce
Deliverable
dashboards & analysis
Required skills
Team leadership, Strategic planning, Escalation resolution, Process improvement, Cross-functional collaboration, Performance management
Preferred skills
Startup experience, WMS/OMS proficiency, Operational management
Technologies
OMS, WMS, CRM
Responsibilities
Lead Customer Experience Associates and Specialists, Resolve high-level customer escalations, Evaluate team performance against satisfaction metrics, Develop best practices for customer engagement, Collaborate with Fulfillment, Transportation, and Tech teams
Seniority
Manager, hands-on leadership
