Manager of Customer Experience

| Greater Denver Area
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Manager, Customer Experience 

At Havenly, customer delight is our top priority and we’re looking for a driven, articulate, problem solver to help lead our dynamic Customer Experience team. As the Manager of the team, you will be responsible for managing daily operations, handling escalated issues, reporting on team performance, training and developing team members, and identifying opportunities for continued improvement. You will have outstanding leadership and team development skills.  You will understand how the details of a consistently evolving process work and be able to both effectively execute against it and effectively train new team members.

If you are passionate about delightful customer experience and operations and have a love for growing and mentoring teams, then this could be the role for you!

What you will be doing

  • Develop, define, and execute on scalable strategies for all aspects of the Customer Experience team. Including how we can efficiently achieve best in class service levels across multiple channels (Email, phone, chat, sms, +)
  • Establish, analyze and report KPIs in an accurate and timely manner; clearly communicating monthly, quarterly and annual OKR's 
  • Ability to take a data driven approach to identifying opportunities for improvement and come with proposed process updates to drive results. Including taking a creative approach when perfect data is not available
  • Own the CX budget and forecasted staffing requirements
  • Provide day-to-day management for the customer service team ensuring they are successful in meeting metrics and performance objectives, including:
    • Responsible for staffing schedule and making adjustments as needed to align with contact trends and improve channel service levels
    • Providing consistent coaching and development to all team members
  • Optimize the hiring and onboarding process for new team members, reducing the time required from open role to a fully performing Associate
  • Build new and maintain training and development programs for all aspects of experience
  • Be the point person for gathering feedback from the team, particularly around immediate technical issues or marketing program experiences, and communicating to key cross-functional partners

What you should have

  • 5+ years experience directly managing and growing a customer support team that spans multiple channels - preferably in a high growth startup.
  • Experience monitoring and reporting on key CX performance metrics
  • Ability to operate with a high degree of autonomy in ambiguous settings and juggle multiple responsibilities at once. Your job will be different on any given day, but you’ll have to roll with the punches, and more importantly, roll up your sleeves when duty calls.
  • Exemplify each of Havenly’s cultural values in everyday interactions and encourage others to do the same.
  • An engaging leadership presence that comes across equally strong in person as it does in writing.

Additional Details:

  • This is a full-time exempt position headquartered in Denver, CO.
  • Our total rewards package includes competitive compensation of $65-90k annually based on experience, generous PTO, volunteer days off, health benefits (Medical, Dental, Vision, Disability), company equity, 401K, and Fertility benefits. In addition, we offer free design services, furniture discounts, and merchandise credits.
  • Havenly is an Equal Opportunity Employer. Havenly's employment decisions are made without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status. 
  • As a company, our goal is to make everyone feel good at home and that starts right here, at Havenly HQ.  We celebrate our differences and encourage everyone to bring their true selves to work each and every day. Throughout the journey of each of our team members, as a company, we take pride in and commit to ensuring that everyone feels valued, heard, welcome, and have equal opportunity to thrive. 
  • Applicants must be currently authorized to work in the United States on a full-time basis.

At Havenly, we hire people who exhibit gumption, act like owners, outperform, and are always playful. If this sounds like a great fit for you, and a challenge you're ready to run with, we want to hear from you.

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Location

We're located in the vibrant Cherry Creek north neighborhood in Denver.

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