Sr. Manager, Customer Experience Operations

Location: New York, NY

Type: Full Time

Min. Experience: Senior Manager/Supervisor

Warby Parker is a transformative lifestyle brand offering designer eyewear at a revolutionary price while leading the way for socially conscious businesses.  Here at Warby Parker, we’re obsessed with providing our customers with an extraordinary shopping, ownership, and customer service experience. As a Sr. Manager, Customer Experience Operations, you’ll be instrumental in shaping the future of ecommerce retail and flipping the script when it comes to the traditional "call center" philosophy. 

You’ll report to the Director of Customer Experience and work closely with our technology, retail, and online teams to implement and maintain processes and systems that innovate the customer experience industry.   

Since all work and no play makes a dull office, we’re thoroughly committed to infusing our days with surprises, brain-stimulating activities and, when appropriate, costumes. As a team member at Warby Parker you can look forward to company outings, guest speakers, and all sorts of other goodness.

What you’ll do:

  • Develop performance goals and objectives in order to exceed customer expectations
  • Measure, analyze and develop actionable insights from key metrics/indicators by the which the Customer Experience Operations team manages its performance
  • Be responsible for all customer relations and order fulfillment technology systems across multiple locations, including: Order Management System, CRM, phone system, and many more
  • Identify and eliminate root cause barriers to accuracy, productivity, and quality
  • Work closely with the technology team to manage selection and implementation of any new systems
  • Develop and drive strategies and programs to improve the competitive position and profitability of the organization
  • Work closely with store and online operations to ensure seamless customer experience through all channels
  • Develop and manage audit program to ensure operational compliance in all areas

Who you are:

  • You love developing individuals at all stages of their careers, and you’re not afraid to get your hands dirty
  • Great at working with multiple teams and communicating effectively with both technical and non-technical types
  • You love using data to make decisions in the most efficient way possible
  • Able to handle multiple competing priorities and adapt to a flexible and fast-paced environment
  • Driven by a fresh perspective and entrepreneurial spirit (our Customer Experience team has no script and neither do you)
  • Eager to challenge the status quo of traditional retail
  • Thrilled by the challenge of building and managing a high-performing team
  • Kind, sincere, and energetic
  • Passionate about social innovation and doing good in the world
  • Super serious about your work (without taking yourself too seriously)

Qualifications:

  • 3-5 years of experience in Customer Experience operations
  • Solid understanding of the latest technologies and systems—you’re always looking for ways to improve processes from a technical standpoint
  • Demonstrated ability to manage multiple projects and coordinate across functional teams
  • Direct experience in Customer Service or Sales

Extra credit:

  • Experience with agile methodology
  • Lean/Six Sigma experience
  • Worked at a customer centric company like Apple, Zappos
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Please respond to the following customer inquiry:

1. Hi, I just received my glasses and am not at all happy with them. They are way too big for my face and just don't look right. I was really excited about your company and had only heard great things but my experience has been disappointing. Can you please help me out with a return?*
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