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Customer Experience Strategy & Operations Manager

We are seeking a Customer Experience Strategy & Operations Manager to support our global Customer Experience and Sales teams while driving continuous improvement across our service operations. You will be responsible for helping to support and optimize a world-class service organization in partnership with the Customer Experience and Sales leadership team by recommending and developing actionable insights and process improvements to deliver a best-in-class luxury buying experience. 

We are looking for someone who has experience in customer service or inside sales, as well as a passion for process optimization, analytics, and project management. You will serve as a trusted thought partner to the VP of Customer and Managers of Customer Experience and Sales on a variety of initiatives from concept through implementation

To be successful, you need to have well-rounded management skills - including the ability to think critically about data, solve complex problems, and collaborate cross-functionally.  

 

What you’ll do

  • The candidate will be responsible for providing actionable data, reporting and insightful trends along with thoughtful recommendations in order to make performance improvements and transformational changes within our organization
  • Inform the strategy related to service quality initiatives to drive a best-in-class customer experience, GMV, improved cost efficiency, enhanced service KPIs, and elevate the 1stDibs brand
  • The individual will work independently as well as collaboratively across the team and other departments to execute on programs, processes and policies that will have a profound impact on the business overall
  • Collaborate cross functionally to gather strategic input to be an SME and help define customer experience initiatives, new product requirements, and service technology to improve service operations
  • Work closely with the VP of Customer to define and build business cases for initiatives that support the growth and efficiency of our global Customer Experience team
  • Support resource planning on an annual, quarterly, and ad hoc basis 
  • Act as one of the key points of contact for the Product team to ensure business changes are managed with the service organization in mind
  • You’ll be working closely with Customer Experience and Sales representatives globally to gather feedback, analyze, identify opportunities, implement new processes, and create reports.
  • Define service KPIs, inform our data architecture strategy, develop standard reporting, and present key findings across the business
  • Conduct ad hoc analysis as needed to solve a wide range of business problems and questions
  • Ensure that Customer Experience and other cross functional teams are operating in a manner consistent with procedures and processes, including the refinement of internal service level agreements (SLAs)
  • Identify areas of service training content development for global Customer Experience personnel to ensure the success of new program launches and continuous improvement 
  • Present key findings, business insights, analysis and recommendations to the leadership team
  • This role will be executing a number of operational tactics and programs on behalf of the department, both internally and cross functionally

 

What you’ll bring

  • Minimum 5 to 7 years of experience in sales, customer service management and/or project management with a proven ability to lead without authority and an in-depth knowledge of support organizations
  • Relentless focus on the customer and a constant urge to improve 
  • Experience working cross-functionally to deliver results and drive business impact
  • Excellent verbal, written, organizational and interpersonal communication skills, with strong emphasis on listening; demonstrated project management skills and the ability to thrive in a team environment
  • Ability to adhere to high personal performance standards; integrity, business ethics and the desire and ability to continuously learn
  • Knack for building relationships and trust with business partners and peers
  • Experience with SFDC, Looker and GSuite
  • Financial literacy, business acumen and ability to say it with data always
  • Experience working in a fast paced environment, with a positive ‘can do’ attitude to do whatever it takes to succeed

 

 

About 1stDibs

1stDibs is a leading online marketplace for connecting design lovers with highly coveted sellers and makers of vintage, antique, and contemporary furniture, home décor, art, fine jewelry, watches and fashion. 1stDibs is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees.

1stDibs is actively hiring and, in response to COVID-19, conducting all interviews and onboarding virtually. Any new or current team members will be temporarily working remotely until our offices reopen, at which point all employees are expected and required to return physically to the office.

For additional information about location requirements, please discuss with the hiring team following submission of your application.