Team Lead Supervisor, Customer Experience - B2B

Pandora•Glen Burnie, MD

4d•$55,000 - $70,000•Onsite

About The Position

The B2B Customer Experience Team Lead Supervisor is an operational leadership role responsible for overseeing the day-to-day performance, alignment, and execution of our B2B Customer Experience team. This position focuses on leading hourly Customer Experience Representatives to ensure consistent service delivery, policy adherence, and operational effectiveness across B2B support channels, in the US, Canada, and Latin America. This role goes beyond basic supervision by reinforcing performance standards, monitoring KPIs and SLAs, and driving accountability within the team to maintain stable and high-quality customer experience. The Supervisor supports the implementation of Customer Experience initiatives, ensures team alignment with established priorities, and escalates trends or operational risks as appropriate. As Pandora continues to grow its e-commerce and retail footprint, this role plays a key part in maintaining service consistency, strengthening team engagement, and delivering reliable operational execution within the defined B2B service framework.

Requirements

Bachelor’s degree in Business, Operations, or related field preferred
3–5 years of experience in a customer service or B2B support environment
3-5 years of direct people leadership or supervisory experience
Demonstrated ability to lead a team to achieve defined performance goals, service standards, and operational KPIs
Experience supporting retail, wholesale, or distribution partners preferred
Familiarity with order management systems (OMS), WMS platforms, and CRM tools such as Salesforce Service Cloud
Ability to analyze operational data, identify performance trends, and take corrective action at the team level
Proficiency in Microsoft Office Suite and experience creating or maintaining performance reports and dashboards
Effective cross-functional communication skills to support operational alignment
Ability to multi-task, prioritize effectively, and manage competing demands in a fast-paced environment
Proven ability to collaborate with internal partners to resolve operational issues

Responsibilities

Lead and develop a team of Customer Experience Representatives across B2B support which includes but is not limited to order importing workflows, driving performance, service quality, and engagement
Provide ongoing coaching, feedback, and performance management to ensure adherence to KPIs, SLAs, and service standards
Reinforce accountability, attendance, and log-in compliance expectations
Prioritize and oversee escalations, ensuring timely resolution and appropriate communication
Support onboarding and training of new hires to ensure readiness and consistent execution of B2B workflows
Promote a collaborative, team-oriented environment aligned with Customer Experience priorities
Ensure consistent execution of established B2B service processes, workflows, and support standards
Support implementation of new tools, system enhancements, and process updates impacting the B2B team
Monitor case trends, contact drivers, and recurring issues, escalating broader operational themes to Manager and Director leadership
Maintain structured escalation processes and ensure compliance with defined case management protocols
Support ongoing process improvements by identifying workflow gaps within the team and recommending practical adjustments
Analyze contact data to identify performance trends, SLA gaps, quality opportunities, and support drivers
Create and maintain team-level reporting and dashboards to track productivity and service outcomes
Ensure reporting accuracy and documentation of trends for leadership visibility
Translate operational findings into clear summaries for Manager and Director review
Partner with Quality and Training teams to reinforce continuous improvement within the team
Collaborate with Retail partners, IT, and cluster stakeholders to gather information needed to resolve operational issues impacting B2B support
Maintain and update team SOPs and workflow documentation to support consistency and clarity
Ensure adherence to established service standards and compliance requirements
Support onboarding documentation and training materials to reduce ramp time and performance variability
Reinforce defined service metrics and execution expectations across the team
Uphold Pandora’s company standards, values, policies, and leadership expectations in all aspects of the role, serving as a role model for professional conduct, accountability, and collaboration
Demonstrate sound judgment and take ownership of issues that may extend beyond the immediate scope of B2B Customer Experience, engaging the appropriate partners and leadership when needed
Represent Customer Experience and Pandora positively across teams and functions, maintaining a consistent standard of professionalism and accountability
Support broader Customer Experience and company priorities as needed, recognizing that leadership responsibilities extend beyond the day-to-day responsibilities of the B2B function
Partner with Retail Ops, IT, Sales, and cluster stakeholders to support operational alignment and issue resolution
Participate in meetings related to system rollouts or operational changes impacting the B2B team, ensuring team readiness and awareness
Provide frontline feedback to Customer Experience Manager and Director leadership to inform broader Customer Experience decisions