Customer Experience Shift Manager
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Job Description
Customer Experience Shift Manager leading Canine Care Advocates for valuable dog owner experiences at Ollie. Focused on improving customer service in pet food delivery.
Responsibilities:
- Managing a team of Canine Care Advocates on duty during the allocated shift (9:30-6 PM MST)
- Handling escalated customer situations and resolving these in accordance with established business guardrails
- Partnering with the team to develop and implement new and updated training materials for the team
- Partnering with the team to interview, recruit, and onboard new team members
- Working with other leaders to implement best practices, SOPs, metrics, and KPIs
- Delivering acceptable levels of team performance over time and working towards implementing new brand guidelines in talk tracks, scripts, emails, etc.
- Help drive initiatives to accomplish our CX Vision of creating a world-class, genuinely kind customer experience.
- Help to develop/coach our Canine Care Advocates not only in their KPIs and roles but their career development.
Requirements:
- You’ve previously worked in customer-facing roles and love engaging with people throughout the day.
- You’ve successfully managed a team and enjoy the balance of leadership and individual contribution.
- You are great at relationship-building- showing you care personally, and challenging directly.
- You are a good listener, efficient, and self-motivated, with a patient and solution-oriented approach.
- You excel in both written and verbal communication, providing clear and thoughtful responses to pup parents’ inquiries.
- You put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
- You’re good at thinking on your feet and Improvisation. You like finding new ways to tackle challenges; nothing catches you off guard.
- You prefer flexibility and guardrails over rigid rules.
- You’re a natural-born problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
- Most importantly, you’re fun! You don’t mind occasional sloppy dog kisses and appreciate a good meme.
Benefits:
- Competitive salary & annual bonus
- Sponsored 401k program with employer match up to 4%
- Comprehensive health coverage including medical, dental and vision
- Unlimited vacation policy that you're encouraged to use
- Paid parental leave
- 1-week paw-ternity leave for new dog parents
- Free Ollie subscription
- Inspiring pack members!
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