Manager, Customer Experience (Good Chop)

HelloFresh • New York, NY

10d

About The Position

We’re looking for a Customer Experience Manager to join Good Chop’s dynamic Operations team. This person will play a pivotal role in managing Good Chop’s end to end customer care experience, ensuring all of our customers receive exceptional service every time they interact with a customer care agent. This person will balance customer centricity with operational rigor, continuously identifying and implementing opportunities to improve the customer experience across teams.

Requirements

• 5+ years of experience managing customer experience / support teams, ideally at another DTC consumer business
• Advanced Excel skills and comfort with data analysis; experience with SQL or Tableau is a plus
• Strong analytical and project management skills with a bias toward action
• BA/BS in fields such as Business, Communications, Marketing, English, or a related field

Nice To Haves

• Customer-obsessed: Committed to creating a five-star customer experience and delivering a product that is second to none
• A clear communicator: With solid written and oral communications skills. Able to clearly coordinate and provide information to co-workers
• Analytical: Data is your friend; you're able to translate numbers into action and pave the way for efficiency
• Strategic: You recognize and resolve situations that are ambiguous or challenging, and use logic to identify alternatives, evaluate, and present approaches to solving complex problems while thinking of contingency plans
• Self-starter: Capable of jumping into new challenges, quickly assessing what needs to be done, building a plan, and executing flawlessly

Responsibilities

• Develop and own our CX strategy: Transform customer care from a reactive support function to a proactive experience driver, measurably building loyalty and revenue.
• Supervise Customer Care agents: Manage our team of customer care agents, including: monitoring their performance and compliance, conducting quality assurance (QA) audits, updating and designing SOPs, and implementing changes that will result in stronger performance and a better customer experience.
• Manage learning & development: Ensure our agents are equipped with the best and most up to date content and training materials to provide best in class customer service.
• Own performance management: Own and analyze key performance metrics (NPS, Customer Satisfaction, Customer Effort, Cancellation Rate, Avg Order Rate, QA scores) to continuously improve service quality and operational efficiency.
• Gather the voice of the customer: Build robust feedback loops to ensure the customer's voice informs and inspires product, marketing, and operational decisions company-wide.
• Provide cross-functional leadership: Establish effective escalation paths and build processes that enable cross-functional teams to resolve issues quickly, confidently, and with empathy.
• Innovate & automate: Strategically identify and implement automation where it enhances the customer experience, while preserving human touchpoints where they matter most.
• Be our customer’s advocate: Champion initiatives to delight our customers, using thoughtful problem-solving to identify high-impact opportunities and go above and beyond for customers.

Benefits

• Competitive salary
• 401k with company match that vests immediately upon participation
• Generous PTO, including sabbatical, and parental leave of up to 16 weeks
• Comprehensive health and wellness benefits with options at $0 monthly, effective first day of employment
• Tuition reimbursement for continuing education (upon 2 years of service)
• Up to 85% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, and Factor_)
• Access to Employee Resource Groups that are open to all employees, including those pertaining to BIPOC, women, veterans, parents, and LGBTQ+
• Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain

What This Job Offers

• Job Type: Full-time
• Career Level: Manager