Customer Experience Manager

Stord is the leading commerce enablement provider of fulfillment services and technology that powers seamless checkout and delivery experiences for high-volume mid-market and enterprise brands across all channels. Stord manages over $5 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms.

With Stord, brands can sell more, save money, and reduce headaches.With Stord, brands can increase cart conversion, improve unit economics, and drive customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, Native, Tula, American Giant, and more trust Stord to make their supply chains a competitive advantage. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, and Salesforce Ventures.

Join us to help empower commerce brands with the best end-to-end customer and delivery experience.

About The Customer Experience Manager Position

The Customer Experience Manager at Stord plays a crucial role in leading the customer experience team, which is central to our operational efficiency and customer satisfaction. This position involves strategizing and implementing best practices to optimize customer interactions, managing a team of Customer Experience Associates and Specialists, and ensuring that customer needs are met promptly and effectively. The role requires a blend of strong leadership, deep understanding of logistics operations, and a commitment to continuous improvement in service delivery. As a manager, you will be instrumental in driving the success of the customer experience team, ensuring alignment with Stord's broader operational goals and customer experience standards.

The Customer Experience Manager reports directly to the Director of Customer Experience. This is a hybrid position with approximately 3 days in office at our Las Vegas, NV fulfillment center.

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
• 4-6 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.
  
  

Culture Snapshot

Our team is passionate about sitting at the intersection of enterprise technology and global logistics. The Stord company culture is electric, and we are proud to offer a career experience that will make you excited to come to work every day. We are creating an environment of continuous improvement through collaboration and diverse thinking by solving challenging problems and working with talented and smart colleagues. At Stord you will have daily opportunities to learn and inspire those around you. You will be surrounded by a team of self-starters who are motivated to have an impact through driving results.

Below Are a Few Perks Of Joining Our Team

• Competitive salary and bonus
• Friendly, Passionate, and Intelligent Employee Base
• Creative Problem Solving and Entrepreneurial Thinking
• Fast-Paced Environment
• Low-Ego, Solution-Driven Culture
• Community Involvement and Volunteer Opportunities
• Employee Resource Groups: Women of Stord, JEDI (Justice, Equity, Diversity, & Inclusion), Stord-Serves, & More
  
  

Benefits

• 401(k)
• Medical, Dental, and Vision Insurance
• Life and Disability Insurance
• Health Savings Account (HSA) option
• Employee Assistance Program (EAP) - Mental Health Resources
• Paid Parental Leave
• Gym Stipend
• Paid Time Off
• Paid holidays
• And more!
  
  

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Stord participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.