Customer Experience Manager (Remote) at Drizly
Sorry, this job was removed at 6:18 a.m. (EST) on Saturday, January 29, 2022
Who we are
Drizly is the world’s largest alcohol marketplace and the best way to shop beer, wine and spirits. Our customers trust us to be part of their lives – their celebrations, parties, dinners and quiet nights at home. We are there when it matters - committed to life’s moments and the people who create them. We partner with the best retail stores in over 1650 cities across North America to serve up the best buying experience. Drizly offers a huge selection and competitive pricing with a side of personalized content. That is what we do. Who we are is a different story.
We are more than just another tech company. There is an intellectual curiosity that occurs at Drizly. We have a desire to question, to understand, to figure it out. Bottom line, we solve it. We value not just the truth but the process to get to the truth, to deliberate, decide and then act. Most importantly, we care. We care about our customer. We care about our company. We care about our team. There will be long days and incredible challenges.
We are blazing a trail in an industry that hasn’t changed in nearly a century, and that doesn’t scare us (well, not all the time) -and even when it does, it doesn’t stop us, it energizes us.
Do you see yourself here? Read on.
Who you are
You are a highly motivated problem solver. People tend to describe you as a hard worker - but for you it is about doing the work and doing it well, because you care. You are a passionate advocate for your customers. You are highly empathetic and love resolving issues (customer or store facing) as quickly, politely, and professionally as possible. You are a coach, someone who guides others to hit their goals and celebrates their wins. You aren’t easily rattled. You remain calm under pressure and can easily diffuse a situation through your presence. You understand the power of your words and are thoughtful in your approach. You know that to truly delight your customers you don’t need to promise the world, but instead be honest, understanding, and exhibit good judgment. You are a super communicator, both written and verbal; and you love to share what you learn.
You have a proven track record of success with an emphasis on serving others and 7+ years working in a customer experience or success role. You have a minimum of 2 years of direct people management experience in the tech space.
What the role is
Our CX team is growing and the CX Manager role is essential to that growth. In this role, you will be leading a team of across various positions in their daily responsibilities and ongoing projects,. This is an integral part of our larger Operations team, and you will be supporting our Head of Retail and Director of Account Management.
People who do well on the Operations team at Drizly are authentic, curious, carry a can-do attitude, and find it exciting to strategically develop the processes within which Drizly operates.
You will be responsible for leading and collaborating with others such as Senior CX Representatives, QA Specialists and CX Leadership to develop processes that ensure we are always providing a high level of customer service when our consumers and retailers interact with us.
In this role you will:
- Lead a team of CX professionals including CX Representatives, Senior CX Reps, and Team Leads who assist customers, retail partners, and regional managers via phone, email, and chat with ordering and retailer app questions
- Interview and hire qualified CX representative to build the growing Customer Experience team, ensuring we are well staffed throughout the year and holidays
- Solve complex process issues for our consumers, retailers, and employees, working out the best solution for all parties involved
- Monitor CX performance and provide career growth coaching and guidance to all reporting levels
- Work cross-functionally with other Drizly teams and individual contributors to implement product and process changes as we continue to scale
- Change course as priorities shift in real time, managing a variety of projects
The Other Stuff
- Competitive salary
- One-on-one professional coaching with an external expert
- Health, Dental and Vision Insurance
- Flexible vacation policy
- 401(K) Plan
- Added perks
You do you.
Drizly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. You must reside in the United States to be considered for this position.
For Colorado-based roles: The salary/hourly rate range for this role is $66,700 per year - $78,500 per year. You will be eligible to participate in Drizly's bonus program, and may be offered an equity award, commissions, & other types of comp. You will also be eligible for various benefits. More details about our company benefits can be found at the following link: https://drizly.com/careers.
BEFORE YOU APPLY...
We ask that you please remove all identifying information from your resume before you upload it on the next page in an effort to help us remove unconscious bias from our resume review process. Drizly is committed to cultivating an inclusive environment where a diverse group of people can and want to do their best work, and that starts with our hiring practices.
Identifying information includes your name, photos, LinkedIn URL, email address and more. You must reside in the United States to be considered for this position.
Read Full Job Description
