Customer Experience Manager

Summary

Join the Ollie Canine Care team as a Shift Manager and lead the Canine Care Advocates and Sales team within the Customer Experience department.

Requirements

• You have experience working on a sales team in a customer experience department
• You’ve successfully managed a team and enjoy the balance of leadership and individual contribution
• You are great at relationship-building and showing you care personally and can challenge directly
• You thrive in customer-facing roles and love engaging with people throughout the day
• 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

Responsibilities

• Lead and manage the Canine Care Advocates and Sales team within the Customer Experience department
• Develop strategies to drive sales and meet or exceed sales targets
• Train and mentor the advocates and sales team members, enhancing their sales skills and overall professional development
• Monitor individual and team performance, ensuring KPIs and other goals are met
• Handle escalated customer situations and resolve these in accordance with established business guidelines
• Actively contribute to the sales team, meeting and exceeding personal sales goals, earning commission on each sale
• Collaborate with the management team to interview, recruit, and onboard new team members
• Work with CX management to implement best practices, SOPs, metrics, and KPIs
• Foster a culture of continuous improvement and consistently work toward implementing new brand guidelines in talk tracks, scripts, emails, etc
• Drive initiatives to fulfill our CX Vision of creating a world-class, genuinely kind customer experience

Benefits

• Competitive salary
• 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