Manager, Customer Experience

Stord is The Consumer Experience Company powering seamless checkout through delivery for todays leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target Stord is strategically scaling teams across the entire company and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment warehousing transportation and operator-built software suite including OMS Pre- and Post-Purchase and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord brands can increase cart conversion improve unit economics and drive sustained customer loyalty. Stords 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 True Classic Native Seed Health quip goodr Sundays for Dogs and more trust Stord to deliver industry-leading consumer experiences on every order. 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 Strike Capital Baillie Gifford and Salesforce Ventures.

The Manager Customer Experience 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 Stords broader operational goals and customer experience standards.

The Manager Customer Experience reports directly to the Director of Customer Experience.

What Youll Do:

• Strategic Team Leadership: Lead a team of Customer Experience Associates and Specialists with a focus on strategic initiatives that align with Stords 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 Youll Need:

• Bachelors 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.