What are the responsibilities and job description for the Senior Manager of Customer Operations position at Weezie?
Weezie is seeking a Senior Manager of Customer Operations to elevate our customer experience by enhancing all customer-facing interactions and operational processes. This role will lead the Customer Experience (CX) team and oversee key metrics, including customer satisfaction and responsiveness. Working closely with the Fulfillment Operations team, you’ll manage the delivery experience and optimize outbound shipping while adhering to budget constraints.
The ideal candidate combines a data-driven mindset with exceptional interpersonal and communication skills. You excel at balancing individual customer interactions with systemic improvements, demonstrating empathy in customer correspondence while addressing broader operational challenges. This role reports to the Senior Vice President of Operations.
What You’ll Do
- Lead and scale the Customer Experience team across email, live chat, and text, improving KPIs such as NPS, customer satisfaction, responsiveness, and resolution time.
- Identify customer trends and share actionable insights across the organization.
- Manage parcel carrier performance, optimizing delivery timelines and shipping costs.
- Collaborate with fulfillment operations to streamline and execute post-order customer requests.
- Enhance operational systems to deliver a reliable and transparent delivery experience within budget.
- Oversee Returns and Backorder experiences, ensuring seamless processes across the website, CX team, carriers, and fulfillment center.
- Improve resolution and visibility for delivery issues, including disruptions, return-to-senders, and misdeliveries.
Who You Are
- Experienced: You bring 6 years of relevant experience in either CX, fulfillment operations, logistics or carrier/delivery management. Background in eCommerce is a plus.
- Customer-Oriented: You are motivated by driving improvements and excellence behind the scenes in order to deliver a “wow” result.
- Analytical: You are experienced with spreadsheet analysis and have the ability to extract insights from large amounts of data. Proficiency in Excel is a must, knowledge of Tableau, Gorgias, or Shopify are a plus.
- Strong Communication Skills: You are perceptive, nuanced, concise and empathetic.
- Organized & Critical Thinker: You have a meticulous attention to detail, with a proactive and strategic approach to problem-solving. You are able to manage a fast pace and navigate competing priorities by staying organized.
- Positive & Determined: You are not afraid of a challenge. You meet lofty challenges and busy seasons with positivity, energy, and a “can-do” attitude.
What You Can Expect
- Unlimited Vacation Policy & Bonus Time Off
- Summer Fridays: 1 PM closure all summer long.
- Generous Employee Discount & Gifted Product
- Anniversary Rewards: Including a funded vacation at year 3 and required 5-week sabbatical at year 5.
- Comprehensive Health Benefits: Medical, Dental, and Vision.
- 401(k) Plan
- Hybrid Work Environment: Work remotely on Mondays and Fridays, and in-person Tuesday-Thursday (most of your work will take place from the Westside Provisions District office, but you will also work from our Fulfillment center in Austell from time to time).
- A Collaborative Culture: We work hard but also know how to #enjoythestay.
Weezie is an Equal Opportunity Employer that participates in E-Verify. Offers of employment are conditioned upon successfully passing a background screening.
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