Manager, Customer Experience

About Stord

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today’s leading brands. The company is rapidly growing and aims to double revenue in the next 18 months. Stord combines comprehensive commerce‑enablement technology with high‑volume fulfillment services, managing over $10 billion of commerce annually through fulfillment, warehousing, transportation, and a software suite that includes OMS, pre‑ and post‑purchase, and WMS platforms. Hundreds of DTC and B2B companies such as AG1, True Classic, Native, Seed Health, quip, goodr, and Sundays for Dogs trust Stord to deliver industry‑leading consumer experiences. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe and is backed by investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

About the Role

The Manager, Customer Experience leads the customer experience team, shaping strategy and best practices to optimize interactions, managing a group of Customer Experience Associates and Specialists, and ensuring prompt, effective resolution of customer needs. The role reports directly to the Director of Customer Experience and requires strong leadership, deep logistics knowledge, and a focus on continuous service improvement.

Responsibilities

• Strategic Team Leadership: Lead a team of Customer Experience Associates and Specialists, aligning initiatives with Stord’s operational goals and developing best practices for engagement and issue resolution.
• Performance Management: Evaluate team performance against company standards and customer‑satisfaction metrics; foster a culture of continuous improvement and professional development.
• Complex Escalation Resolution: Own high‑level escalations, delivering effective solutions that maintain customer trust and operational integrity.
• Process Development: Identify improvement opportunities and innovate solutions to enhance customer interaction and operational efficiency.
• Cross‑functional Engagement: Collaborate with Fulfillment Operations, Transportation, and Technology teams to ensure customer goals are integrated into broader processes.

Requirements

• Bachelor’s degree in Business Administration, Operations/Supply Chain Management, or a related field (preferred).
• Familiarity with OMS, WMS, and CRM tools.
• 4+ years of experience in customer service management with a logistics or supply‑chain focus.
• Proven ability in team management and strategic planning.

Preferred Qualifications

• Previous experience at a start‑up.
• Proficiency in WMS, OMS systems, and customer‑service technologies.
• Experience in process improvement and operational management.
• Strong communication and interpersonal skills.