Here at Warby Parker, we’re obsessed with providing our customers with extraordinary experiences—whether they're shopping for their first pair of glasses or getting a tune-up on well-worn frames. No matter the interaction, we always strive to flip the script when it comes to the traditional customer service philosophy.

 

To help us on this mission, we're searching for a Customer Experience Manager who will join our growing Nashville office and shape the future of our Customer Experience team. Reporting to the General Manager of Customer Experience (also in Nashville), you will set priorities and manage projects that enable our team to consistently exceed customers' expectations. Alongside our Talent team, you'll create an engaging work environment for our team and help us continue to offer best-in-class office service as our company expands and becomes more complex. Sound like your cup of tea? Read on!

 

 What you'll do:

  • Manage a team of Customer Experience Associate Managers, Team Leads, and CX Advisors
  • Be an available resource for your team by regularly checking in with your team members and having a pulse on team engagement levels
  • Provide vision and clarity to your direct reports to ensure they’re prioritizing projects and responsibilities that foster a productive and highly engaged team
  • Own the recruitment process for your team—from sourcing to interviewing—and make sure that we’re consistently hitting our hiring goals
  • Manage your overall team headcount and assist in onboarding new Customer Experience Advisors
  • Regularly monitor phone, email, live chat, and SMS volume to ensure we're delivering wonderful experiences and meeting service levels
  • Work closely with our CX Operations team to recommend and monitor upcoming system improvements based on your team's feedback
  • Analyze the performance of the Customer Experience team and provide feedback to Team Leads
  • Facilitate discussions about systems and processes during team meetings  
  • Review and act on feedback provided by team members to ensure that our work environment allows people to grow and thrive
  • Be a role model for treating others the way they’d like to be treated :-)

 

Who you are:

  • Equipped with 4-5 years of management experience in a fast-paced, high-growth organization
  • An excellent communicator who's able to clearly convey a team vision and motivate individuals and teams to take action
  • An energetic, empathetic, and effective manager with the desire to cultivate leadership and performance
  • An organizational wizard who has no problem tackling multiple job tasks at any given time
  • Experienced at leading projects and collaborating with others to achieve goals
  • Knowledgeable of the latest customer service technologies and systems

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