The Customer Experience Manager (Fulfillment) will support our customer experience initiatives at the “moment of truth” of delivery and customer pickup.
Reporting to the Director of Customer Experience, this digital executive works directly with owners across Delivery, Store Operations, Customer Care, and IT leadership to modernize the customer's fulfillment journey.
Manage our best-in-class Medallia Voice of Customer survey programs for delivery & customer pickup
Manage Zendesk support CRM ticketing processes for routing, delivery & pickup processes & teams (including modifying rules, triggers, tags and workflows in support of business priorities)
Manage other third-party CX tools for pickup scheduling and more
Develop customer-facing and support-agent content, related to fulfillment and related processes, in Bob's Customer Support Portal
Partner with internal HR training teams on content to drive adoption and success with Medallia, Zendesk, and other CX tools and processes
Use monitoring & performance data to identify pain points, efficiency opportunities and functionality enhancements
Maintain and manage a backlog of operational and functionality enhancement requests
Work with Customer Experience (CX) leadership, internal stakeholders, and vendors to ensure prioritization and alignment with business key results and strategic priorities
Liaise with internal departments, fulfillment partners, and CX vendor support teams to ensure success of automated systems and tools
Integrate additional apps, data sources & 3rd-party systems based on business needs
Align with change control and change management processes for all CX platform modifications and enhancements
Maintain a strong focus on delivering a world-class & fun experience for our customers
Roll up your sleeves and get stuff done (everyone has a bias for action and wears multiple hats at Bob's!)
Minimum Bachelor's or Associate's Degree in Business Management, Technology or a related field
2+ years of SaaS platform or application administration role, or 3+ years in a digital, marketing or delivery operation or support management role
Strong ability and passion for working with modern technologies
Self-motivated with ability to prioritize, meet deadlines, and manage changing priorities
Excellent organizational skills with the ability to successfully juggle multiple priorities
Experience in the retail industry (furniture category experience is a nice-to-have)
Experience with Zendesk and/or Medallia
Bob's Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.
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