Remote Job: VP, Customer Experience

Position Overview goPuff is seeking an experienced executive leader to oversee our customer experience function with the goal of delivering world-class customer experiences at scale. In this role, you will create and lead the strategic vision, planning, and execution of the customer service team. You will work closely with the Marketing, Operations, Product, Analytics and Technology teams to improve customer experiences across all channels.

The ideal candidate has demonstrated deep expertise in customer service programs – Success in this role requires a high level of attention to detail, the ability to think critically, solve complex problems, and a strong bias for action. Management of remote workforce and/or third-party partners is critical to success in this role.

Responsibilities:

● Defining and leading the mission, vision, strategy, and roadmap for creating a world-class customer service experience function while delivering stellar customer experiences efficiently and economically

● Build out a successful customer experience self-service program that will allow for future customer growth with minimized support resources; partner with marketing, engineering, sales and global services to ensure all aspects of the customer relationship are considered in defining the solution

● Define KPIs/Metrics/SLAs to monitor the success and progress of the customer experience organization

● Leveraging process and technology to improve the efficiency of our customer service contact team

● Serving as the voice of the customer internally and externally, driving awareness of customer pain points and partnering cross-functionally to develop comprehensive solutions

● Improving the accuracy and actionability of our data; managing the creation of dashboards and reporting of progress against key metrics to the executive team

● Establish, coach & embed best practices in service to ensure quality, speed, and flexibility within our customer experience team

● Be a agile change leader, build and grow a strong team focused on excellence and continuous improvement

● Deliver exceptional analytical skills with a deep understanding of the customer and the customer experience

● Develop and manage annual operating plans and budget

● Develop strong collaborative processes and partnership with Field, Marketing, Product, and Legal teams that enhance cross-functional transparency and drive execution

Qualifications:

● 15+ years in senior-level management roles within a customer support function (internal and external), B2C retail and delivery experience preferred

● 10+ years of call center management experience required

● Strong analytical and problem-solving skills

● Excellent communication (oral, written, presentation), organizational, interpersonal and consultative skills

● High level of accountability – acceptance of responsibility and willingness to commit to and deliver specific, measurable work products and results

● Passion for the customer experience, positive outlook with a proactive mindset and an ability to drive exceptional customer satisfaction results

● Goal-oriented and comfortable measuring your team’s success by quantitative metrics

● You’ve built a world-class customer service team of 300+ agents before and have scaled with a business that has grown at a rate of over 200% YoY

● You are action-oriented. You have demonstrated the ability to create a vision, and drive change with momentum and energy. You set aggressive goals and advocate to obtain the resources your team needs to meet them

● You are data-driven. You have a deep understanding of the primary metrics that should be monitored, what levers influence those metrics, and how to improve those metrics

● You are empathetic. You will lead a team of people around the world providing services to people around the world. You want to empower your team members and help them grow within the team and the company.

● You’ve managed through ambiguity. goPuff is growing quickly. Some days that will mean excitement. Some days it will mean confusion. You understand this and you are able to drive the agenda to continue to scale and execute and you are able to lead a team through change with an entrepreneurial mindset.

● **This role requires being full-time in our Philadelphia office.**

For the people who have better things to do than go out of their way to stop at the store (again), goPuff is the largest digital convenience retailer delivering thousands of products ranging from snacks, drinks, and ice cream to alcohol, home essentials, and personal care items directly from centrally located warehouses to our customers’ doors.

We’re currently in 180+ markets and growing fast, so we’re looking for the most motivated and passionate talent to be a part of our team, grow with us, and join in our mission of delivering the moments that matter most. Note: must love snacks to work at goPuff.

The goPuff Fam is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply. We are an EEOC Employer.

Go Puff

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