THE COMPANY:

JUUL's mission is to improve the lives of the world’s one billion adult smokers by driving innovation to eliminate cigarettes. JUUL is the number one US-based vapor product. Headquartered in San Francisco and backed by leading technology investors including Tiger Global, Fidelity Investments and Tao Invest LLC, JUUL Labs is disrupting one of the world’s largest and oldest industries.

We’re an exceptional team with backgrounds in technology, healthcare, CPG and biotech, and we’re growing rapidly to deliver on our mission. We’re actively looking to hire the world’s best scientists, engineers, designers, product managers, supply chain experts, customer service and business professionals.

As part of the Youth Prevention team, your work is critical to the success of the company and will have visibility at the highest levels of JUUL.

ROLE AND RESPONSIBILITIES:

JUUL is looking for an experienced leader of Retail Service Support to partner closely with our field sales team, work with third party vendors and our retail partners/customers to ensure successful roll-out and adoption of Youth Prevention programming. As team manager, you will hold an impactful role developing processes and standards for the Youth Prevention RSS team. You will be responsible for managing a team that coordinates support for retailers with partners in the point of sale and retail technology space to deploy solutions that prevent youth access at scale. This is a senior level position where you'd report directly to the Senior Director of Youth Prevention, manage a team, and also set and monitor the team's KPIs + reporting/dashboarding.  Ideal candidates should have a track record of driving successful sales results, growing teams, and setting up scalable processes and performance metrics.

Responsibilities include, but not limited to...

Process Leadership:

  • Responsible for managing a team that supports retailers through onboarding and installation of technology related to Youth Prevention initiatives
  • Design and implement processes that scale with growth as we onboard more partners
  • Assist in the constant improvement of retailer & partner management and onboarding processes
  • Define and optimize the customer’s success journey 
  • Accountable for ensuring all inbound inquiries and orders are handled with a high degree of accuracy and efficiency
  • Fluency with CRM (Salesforce) and excited about process maps, metrics and dashboarding 
  • Measure Effectiveness of Customer Success: define and achieve operational metrics for team, and establish a system for tracking, reporting and analyzing metrics

People leadership:

  • Establish a culture of high performance, inclusion and teamwork
  • Provide ongoing coaching so the Customer Success Team is continuously improving; passionate about helping your team realize their best performance
  • Deliver effective performance reviews regularly by providing feedback, listening, addressing conflicts/concerns promptly as they arise, instruction, encouragement, and opportunity 
  • Create efficient onboarding process for new team members with clear measures of success and steps toward advancement
  • You will Lead and mentor team members on efficient customer success methods and techniques that maximize our customer retention and support customers in achieving their business goals. This would include quality of delivery such as on-boarding and training.

Organizational leadership:

  • Drive enterprise efforts to inspire CS across the Youth Prevention org and the company. 
  • You will work closely with the Sales Team to understand prospect business challenges and demonstrate how we can maximize their business success
  • You will work closely with the Engineering, Product Development and Design teams to identify and assess potential new features for inclusion in core product, supporting internal projects to ensure successful delivery of key features to customers

This role is best suited for an individual passionate about customer service and the power of technology to make a difference in eliminating youth access to JUUL products, and improving the integrity of the retail channel for JUUL’s primary customers: adult smokers looking for a better alternative.

PERSONAL AND PROFESSIONAL QUALIFICATIONS:

  • A minimum of 2 years experience in a people management role.
  • A minimum of 5 years experience in customer success, account management or support role.
  • Experience navigating large corporate environments and understand the challenges that can be encountered when adopting new, innovative technology.
  • Excellent organizational, project management, and time management skills
  • Committed to quality and excellence; constantly innovating around the customer experience.
  • Attention to detail and ability to work with complex concepts and processes.
  • Excellent problem-solving skills: able to design creative solutions to address customer and business pain points.
  • Excellent written and verbal communication skills.
  • Strong bias for action; can be trusted to rapidly and effectively execute everything assigned to them.
  • Proficient in Salesforce & Microsoft Office (Outlook, Excel, Word and PowerPoint)
  • Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up
  • A proven ability to learn new products, develop functional knowledge and apply new skills in a high paced environment

JUUL LABS PERKS & BENEFITS:

  • A place to grow your career. We’ll help you set big goals - and exceed them
  • People. Work with talented, committed and supportive teammates
  • Equity and performance bonuses. Every employee is a stakeholder in our success
  • Boundless snacks and drinks
  • Cell phone subsidy, commuter benefits and discounts on JUUL products
  • Excellent medical, dental and vision benefits
Vapor, JUUL, Work Culture, Fast Paced, Start-up, Growth, Vape, Technology, Software, Hardware, Consumer Electronics, Manufacturing, Design, Product, Disruptive, Revolutionary, Cutting Edge, App, Android, eCommerce, B2C, San Francisco, Bay Area, IoT, San Jose, Los Angeles



Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at JUUL Labs are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.