Manager, Customer Experience

Stord

Manager leading customer experience team optimizing service delivery for logistics company. Focus on strategic initiatives and process improvements to enhance customer engagement.

Posted 6/17/2026full-timeReno • Nevada, Washington • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead a team of Customer Experience Associates and Specialists with a focus on strategic initiatives that align with Stord's operational goals.
Develop and implement best practices for customer engagement and issue resolution.
Regularly evaluate team performance against company standards and customer satisfaction metrics.
Take charge of resolving high-level escalations, ensuring effective solutions that maintain customer trust and operational integrity.
Identify areas for process improvement and innovate solutions to enhance customer interaction and operational efficiency.
Work closely with Fulfillment Operations, Transportation, and Tech teams to ensure integration of customer goals into broader operational processes.

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Operations/Supply Chain Management, or related field preferred
Familiarity with OMS, WMS, and CRM tools
4+ years of experience in customer service management, logistics or supply chain focus
Proven ability in team management and strategic planning.
Previous experience at a start-up is a plus
Proficiency in WMS, OMS systems and customer service technologies.
Experience in process improvement and operational management.
Strong communication and interpersonal skills.

Benefits

Comp & perks

Health insurance
Paid time off
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service managementlogisticssupply chain managementprocess improvementoperational managementstrategic planningteam managementcustomer engagementissue resolutionperformance evaluation

Soft Skills

communicationinterpersonal skillsleadershipproblem-solvinginnovationcollaborationcustomer trustoperational integrity

Certifications

Bachelor’s degree in Business AdministrationBachelor’s degree in Operations ManagementBachelor’s degree in Supply Chain Management