Customer Experience Manager

OV is looking for a Customer Service Manager to lead the CX team to provide exceptional customer experience. Reporting to our VP of Retail, this role will also work with key cross-functional partners to shape customer experience through company-wide initiatives. In addition to developing the CX team, this role will oversee systems and processes accountable towards key deliverables.

Responsibilities

  • Oversee the CX Team day-to-day— schedule, manage, motivate, and lead by example.
  • Cultivate talent and lead recruiting efforts to grow the team
  • Operationalize customer data and feedback, both within the team (e.g. measure and improve Associate performance) and the company at large (e.g. make customer trends actionable).
  • Design systems & processes—and oversee production of necessary training materials—that enable our team to provide best-in-class Customer Experience.
  • Audit CX workflows to ensure efficiency, accuracy, and compliance.
  • Identify issues & interruptions and implement long-term, strategic solutions.
  • Develop close, collaborative relationship with internal OV teams.
  • Lead cross-functional initiatives to ensure consistency of experience and encourage multi-channel customer engagement.

Qualifications

  • BA or BS
  • 2-3 years of experience in a CX leadership position.
  • Excellent time and project management skills, with the ability to handle multiple and changing daily initiatives — both your own and those of the team.
  • A strategic thinker, who can drive alignment with clear and persuasive communication.
  • Experience building, training, and scheduling a customer experience team.
  • A true bias toward action and the ability to motivate it in others; the embodiment of “Doing Things is better than Not Doing Things.”
  • Experience with Kustomer and Dial Pad a plus.

Compensation & Benefits:
Competitive compensation package
OV Benefits include flexible vacation, 75% of health care premiums, dental and vision
The latest OV gear and—of course—Recreation 

About Outdoor Voices:
We believe in Doing Things — moving your body and having fun with friends. From dog jogs to dodgeball, we make clothes for sweating without the added pressure. Our team is made up of casual Recreationalists who approach activity with ease, humor, and delight. Since launching in 2014, Outdoor Voices has been featured in The New York Times, Vogue, Wall Street Journal, GQ, Forbes and Fast Co.

Meet Some of Outdoor Voices's Employees

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