Manager, Customer Experience

Responsibilities

• 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.
• Regularly evaluate team performance against company standards and customer satisfaction metrics.
• Take charge of resolving high-level escalations, ensuring effective solutions that maintain customer trust and operational integrity.
• Identify areas for process improvement and innovate solutions to enhance customer interaction and operational efficiency.
• Work closely with Fulfillment Operations, Transportation, and Tech teams to ensure integration of customer goals into broader operational processes.

• 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.
• 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.

• Bachelor’s degree in Business Administration
• Bachelor’s degree in Operations Management
• Bachelor’s degree in Supply Chain Management