Customer Experience Shift Manager

Ollie•Salt Lake City, UT

17d•Remote

About The Position

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives. As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members. Come join the Ollie Canine Care team! Our customers want the best for their dogs, and we share that passion. We’re looking for a Customer Experience Shift Manager to join our Canine Care Customer Experience team- a small, dedicated group that ensures every dog (and their parent) has the best possible experience. We make sure that, from box to bowl, all our dogs (and their parents) have the best experience possible. The Customer Experience Shift Manager will lead a team of customer experience Associates and will report to the Director of Customer Experience. This is a remote position, but we are only seeking candidates in the Nashville, TN, or Salt Lake City, UT areas.

Requirements

You’ve previously worked in customer-facing roles and love engaging with people throughout the day.
You’ve successfully managed a team and enjoy the balance of leadership and individual contribution.
You are great at relationship-building- showing you care personally, and challenging directly.
You are a good listener, efficient, and self-motivated, with a patient and solution-oriented approach.
You excel in both written and verbal communication, providing clear and thoughtful responses to pup parents’ inquiries.
You put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
You’re good at thinking on your feet and Improvisation. You like finding new ways to tackle challenges; nothing catches you off guard.
You prefer flexibility and guardrails over rigid rules.
You’re a natural-born problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
Most importantly, you’re fun! You don’t mind occasional sloppy dog kisses and appreciate a good meme.

Nice To Haves

Bachelor’s Degree from an accredited four-year college or university.
You have previous experience leading a customer-facing team in a D2C products company- preferably pet products, health foods, or consumables
Experience with Gladly or a similar customer service platform is a plus
You’re interested in working in a pet-friendly, fast-moving environment

Responsibilities

Managing a team of Canine Care Advocates on duty during the allocated shift (9:30-6 PM MST)
Handling escalated customer situations and resolving these in accordance with established business guardrails
Partnering with the team to develop and implement new and updated training materials for the team
Partnering with the team to interview, recruit, and onboard new team members
Working with other leaders to implement best practices, SOPs, metrics, and KPIs
Delivering acceptable levels of team performance over time and working towards implementing new brand guidelines in talk tracks, scripts, emails, etc.
Help drive initiatives to accomplish our CX Vision of creating a world-class, genuinely kind customer experience.
Help to develop/coach our Canine Care Advocates not only in their KPIs and roles but their career development.