Customer Experience Operations Program Manager

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

As a Customer Experience Operations Program Manager, you take great pride in problem solving and delivery quality execution. You seek out opportunities to optimize tools and workflows to support a premium customer and agent experience. When presented with a large set of data, you are eager to roll up your sleeves and dig in to find themes and actionable insights. You understand that best-in-class customer experience goes beyond helping the customer in one interaction – it is also about identifying points of friction and providing that feedback to the organization in a cycle of continuous improvement. The ideal candidate has a technical aptitude, is detail-oriented, and can creatively solve problems.

Position Type (See Workplace Approach Below): Hybrid

Responsibilities:

• Develop and configure dashboards to communicate customer insights with the appropriate teams across YETI
• Resolve complex or unusual requests or problems that require a customized solution and response
• Collaborate cross-functionally with various stakeholders such as Technology and Finance to enhance the customer and agent experience
• Continually improve the content and scope of the available resources for customer needs
• Demonstrate high level of ownership and ability to execute complex assignments on limited direction
• Identify trends, areas of improvement, and bring solutions to the table
• Act as an information resource for internal customers by responding to and resolving inquiries concerning reporting and system integration
• Optimize support tools by analyzing workflows to reduce friction for the customer experience team, thus creating an environment of best-in-class customer service
• Develop and implement processes and operational improvements throughout the customer lifecycle to deliver a world-class experience
• Propose and establish new processes, tools, and/or automation to help our customers and internal teams operate more effectively
• Investigate different customer-centric solutions and processes to contribute to best-in-class customer experiences

Qualifications and Attributes:

• At least 4 years of Customer Experience
• Hybrid work environment (2-3 days onsite at our HQ office on Southwest Parkway)
• Top notch communication, extremely organized, exemplary time management skills
• Driver of change – identify the opportunity and recommend solutions
• Detailed oriented with high analytical skills
• Self-starter, able to succeed in a fast-paced work environment with a natural ownership mentality
• Bachelor's degree required
• Ability to pivot as customer and team needs evolve and change
• Based in Austin, Texas
• Expertise in Salesforce, Microsoft Word, Microsoft Excel, and PowerPoint required

US Workplace Approach:

• Hybrid: Role requires you to be located in Austin, Texas and is a mixture of onsite and remote.
• Remote: Role is full-time remote.
• Onsite: Role requires you to be onsite full-time.

Approach may vary based on role.

YETI is proud to be an Equal Opportunity Employer.

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