SENIOR MANAGER, CUSTOMER EXPERIENCE

Code Eight is making everyday shopping magical with a highly personalized shopping experience that brings the relationship back to retail and optimizes it for the digital world. Our journey has just begun and we are building a hard-working passionate founding team to join us as we have fun delighting customers, changing the retail landscape and driving technical innovation.

We're blushing. Some of our favorite press links:

https://www.bloomberg.com/news/features/2017-05-04/can-wal-mart-s-expensive-new-e-commerce-operation-compete-with-amazon

http://campfire-capital.com/retail-tech/jennifer-fleiss-walmarts-store-no-8

Who will love this job:

  • A data junky - you love compiling data to show progress and guide decision making
  • A doer - you thrive in a fast-paced environment; we move quickly and need a teammate who will too
  • A creative problem solver - you have the ability to think outside of the box and maintain a flexible approach to problem solving
  • An organizer - you have superb organizational skills, attention to detail, and ability to execute a plan in a methodical, structured way
  • Someone who loves moving at a fast pace - Desire to be a part of one of a fast-growing technology startup where the only constant is change

What you’ll do:

  • Lead the team to provide world class customer experience
  • Monitor the individual & team efficiency to ensure we meet departmental KPIs (e.g., response time) on a daily & weekly basis
  • Provide insight around service levels to Management Team
  • Drive the establishment of a Agent Dashboard to measure both qualitative and quantitative performance
  • Support ongoing Member Services metrics tracking and KPI dashboard development on a weekly basis
  • Oversee scheduling & shift assignments so that the team is constantly optimized for top performance
  • Build a high-performing Member Experience team across multiple levels in our organization
  • Lead the recruitment process for all Team Leads and Agents
  • Manage Member Services Team Leads to ensure that team SLAs are being met on a daily basis
  • Help build standardized, consistent customer experience workflows, guidelines, benchmarks, and ongoing strategy as a new, growing brand and organization
  • Lead new hire and ongoing training for the team to reinforce consistent processes and ensure that customer interactions are of the highest quality
  • Create and iterate on training materials to keep up with an ever-changing environment
    Integrate changes and new content to into Agent Training Materials based on successful testing output

What you should have:

  • 2+ years of Leadership and Management Experience
  • 5+ Years of Management Consulting and Customer Facing Experience, particularly in a retail and/or tech environment
  • BA/BS degree required, MBA preferred
  • Proficiency in data analysis toolkit, primarily MS Excel (SQL is a plus!)

Pay, perks & such

At Code Eight, we provide competitive salaries and a full slate of benefits including health coverage, a 401K plan and pre-tax commuter benefits. Of course, we also have start up perks like snacks, fun events, fitness reimbursement, and a great downtown NYC-based office. We host bi-weekly lunch ‘n learns and all hands meetings. We are a start-up without the typical risk profile of most startups - we empower employees to dig in and focus on solving big consumer problems. We are proud to raise the bar so you can too!

Come join us!

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