Customer Experience Quality Lead

Jetblack is the first portfolio company within Store Nº8, the incubation arm of Walmart, which is focused on transforming the future of retail. Jetblack is a members-only personal shopping and concierge service that combines the convenience of e-commerce with the customized attention of a personal assistant. Our ultimate goal is to create a new standard of consumer shopping with the fastest most delightful end-to-end consumer experience.

Our unique positioning as the first stand-alone company incubated by Walmart gives us access to resources needed to have impact at massive scale and reinvent consumer shopping behaviors. Our journey has just begun and we are building a hard-working passionate founding team to join us changing the retail landscape and driving technical innovation.

Jenny Fleiss, the CEO and co-founder of Jetblack, previously co-founded Rent the Runway, a business that has transformed the retail industry by making designer clothing rentals a convenient and accessible luxury experience for millions of women.

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

Who will love this job:

    • A customer-obsessive - you bring this focus to everything you do and remind others to do the same
    • A trainer - you disseminate information clearly and effectively
    • A confident leader - you are assertive and will bring big ideas to the table
    • A detail fanatic- you know how important the details ar and you never overlook them
    • A team player - you are able to roll up your sleeves to get the job done
    • A love for luxury - products, services and experiences


  • A problem solver - you see “yes” as the only answer and love to make things happen


What you’ll do:

  • Manage our live operations to ensure we are delivering a world class customer experience
    • Read through all active customer conversations to ensure all requests are being met in a timely and accurate manner
    • Manage team efficiency to ensure we meet departmental KPIs (e.g 1 minute initial response time) on a daily & weekly basis
    • Provide insight around service levels and suggestions on how to improve
    • Implement policy/process changes and provide feedback as needed
    • Investigate problem orders to understand where any errors occurred and why to create solutions that will enhance the customer experience
    • Eat, sleep and breath the Jetblack brand to ensure that the team is delivering on-brand product recommendations
  • Work cross-functionally with other Jetblack team to create agent efficiencies and better the customer experience
    • Work closely with the Jetblack Logistics team to ensure that all orders are accurate and all delivery information is correctly communicated
    • Partner with the Jetblack Product team to ensure that all resources are beneficial to agent workflow and efficiency
    • Work with the Jetblack Merchandising team to ensure that the Member Services team is up to date on all recommended products and brands
  • First point of escalation to ensure customer satisfaction and retention
    • Responsible for the execution of the Jetblack Escalation Plan to ensure all negative experiences are rectified
  • Provide real time feedback to both agents and their managers to ensure that any knowledge gaps are addressed
    • Identify knowledge gaps across the Member Services teamt to ensure the team is re-trained as needed
    • Be able to deliver both positive and constructive way which is educational and motivational
    • Celebrate successes

What you should have:

  • 1-2 years of Team Leadership Experience
  • 3+ Years of Customer Facing Experience, particularly in a retail and/or tech environment
  • BA/BS degree required
  • Flexible schedule including weekend, evening and holiday coverage

Pay, perks & such

At Jetblack, we function like a startup and have the benefits of the largest retailer in the world, Walmart. Our benefit package includes a monthly gym stipend, a generous parental leave program, leading healthcare options, 401k matching, and more! We offer unlimited vacation and a great culture filled with quarterly outings, happy hours, work out classes, celebrations, and clubs. We host bi-weekly lunch ‘n learns and weekly all-hands meetings. Most importantly, we empower employees to dig in and focus on solving big consumer problems. Join us!

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