Sr Safety Coordinator

Quince•Carneys Point, NJ

3d•$74,000 - $89,000

About The Position

This role exists to find the problems that drive customer contacts, fix them, and ensure they don't happen again. As Senior Manager, Customer Experience Operations, you'll own reducing avoidable customer contacts by improving the operational experience across the end-to-end customer journey. You'll work directly with Storefront, Product, Merchandising, Logistics, Fulfillment, Engineering, and CX to identify the operational breakdowns driving customer contacts and personally drive improvements until the data shows the problem has been solved. This is a hands-on operator responsible for diagnosing problems, testing solutions, implementing change, and impacting CX results, as measured by: fewer customer contacts, fewer operational defects, faster resolution, and a better customer experience.

Requirements

Has deep experience in improving customer or operational experiences in a fast-moving retail, marketplace, logistics, and/or technology environment.
Naturally gravitates toward fixing broken processes instead of working around them.
Moves with speed and intention: Is equally comfortable analyzing data in the morning, standing up with operational teams in the afternoon, and implementing improvements before the end of the week.
Has a track record of simplifying complex operations and delivering measurable business outcomes.
Is highly analytical but deeply pragmatic; you care more about solving the problem than building the perfect framework.
Thrives in ambiguity and enjoys rolling up your sleeves to build solutions where no playbook exists.
Understands how AI and automation can improve operations, but recognizes technology is only valuable when it produces better customer outcomes.
Bachelor's degree or equivalent experience
7-10 years of experience in CX strategy, operations, or friction/contact reduction, including 3+ years managing programs or cross-functional initiatives

Responsibilities

Own Operational Improvements that Reduce CX Demand
Jump into the highest-volume customer pain points each week, identify the operational breakdown creating demand, and personally drive fixes until customer contacts decline.
Sit side-by-side with Product, Logistics, Merchandising, Fulfillment, and Operations teams to redesign broken customer journeys, simplify policies, remove defects, and eliminate repeat sources of customer friction.
Personally drive initiatives from problem identification through implementation, validation, and measurable business impact.
Improve the Customer Journey
Continuously review customer contacts, AI conversations, escalations, reviews, operational exceptions, and support trends to uncover new opportunities for improvement.
Test new customer experiences, operational workflows, policies, and communications that reduce customer effort while improving operational efficiency.
Partner with AI Enablement & Product teams to determine where automation, proactive outreach, or agentic workflows can eliminate or resolve customer issues more effectively.
Build Better Operations
Simplify operational processes and remove unnecessary complexity across the customer journey.
Improve First Contact Resolution, Contacts to Resolution, and Touches to Resolution by redesigning operational workflows rather than adding additional support capacity.
Establish repeatable operating mechanisms that ensure improvements continue to scale as the business grows across markets.
Drive Impact
Track the impact of every initiative against Contact Rate, Contacts to Resolution, Touches to Resolution, FCR, and customer satisfaction.
Validate that changes deliver measurable business results and quickly iterate when they do not.
Surface new operational issues early and rapidly mobilize the right partners to resolve them.