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Customer Experience Manager Jobs
Company | The Pro's Closet |
Address | Louisville, CO, United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-09-14 |
Posted at | 8 months ago |
ABOUT US:
- Contribute to the support effort when necessary
- Identify and implement leadership development, coaching, and training to build an empowering team
- Own the product return and refund process and reporting to drive action and partnership with internal stakeholders: Purchasing, Retail Operations, and CX
- Interact at the executive/senior management level, proactively advocating for solutions and managing the customer escalation process
- Maintain technical knowledge with cross-departmental training along with ongoing skill sessions for the support team around the industry, TPC, and our products.
- Conduct forecasting and capacity planning for the support team to align with company growth, products, and services that are efficiently scaled to meet customer growth, quality and performance metrics
- Own and implement KPI's and procedures for both individual and team performance
- Oversee the sales and support side of our Customer Experience department by leading a team of hybrid and remote individual contributors who assist our
- Responsible for maintaining and creating 6-7 day a week shift schedule for the team to meet business needs, including rotations onsite within Retail and Operations
- Co-lead Voice of Customer meeting to drive internal action within the organization to drive strategic customer roadmap by assimilating customer feedback from multiple channels to drive process improvements initiatives
- Identify opportunities to improve department efficiencies and document solutions enabling the team to scale, including technical requests for our customers and our employees
- 3 - 5+ years of experience working in the bike industry on the sales, retail, and/or manufacturer side required
- Posses outstanding written and verbal communication skills and great judgment
- Enthusiastic about the outdoor/cycling industry, the people it attracts, and all the gear!
- 3+ years of customer service or retail, providing outstanding service with high standards and outstanding organizational skills
- Must be comfortable in a fast paced, changing environment
- Demonstrated leadership across a range of organizational levels and functions to lead projects across-teams, bringing focus and clarity where initially there may be degrees of ambiguity
- 2+ years of management experience leading individual contributors in a hybrid and/or remote environment
- You have strong initiative and are willing to jump right in and make things happen
- A Bachelor's degree, or relevant experience
- You lead a team with integrity and establish and maintain a trusting, inclusive, and productive environment
- You have a team-oriented attitude with a willingness to serve others as your customers
- Stock options: we're all owners!
- Hybrid: WFH flexible: this position is hybrid with flex space in our Louisville HQ.
- Group rides and amazing industry discounts
- A fun, relaxed, and flexible work environment
- Company paid disability and life insurance
- 401k with generous company matching
- 100% medical, dental, vision benefits, with a 60% dependent contribution
- 3 weeks paid vacation, 6 paid holidays, 3 floating holidays, and a paid day off on your birthday
- Monthly all-hands company meeting keeps you engaged and connected to the business and your team members
- A culture of transparency with regular updates on company performance
- Salary Range: $75,000-$95,000, depending on experience
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