Customer Experience Shift Manager

Salt Lake, UT - USA

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food tailored for each dogs nutritional needs and deliver directly to our customers doors. Through Ollies carefully crafted meals and health services for members dogs can truly live their healthiest happiest lives.

As a member of our growing team youll take part in a company culture that cares deeply about its work and its team members.

Come join the Ollie Canine Care team!

Our customers want the best for their dogs and we share that passion. Were looking for a Customer Experience Shift Manager to join our Canine Care Customer Experience team- a small dedicated group that ensures every dog (and their parent) has the best possible experience. We make sure that from box to bowl all our dogs (and their parents) have the best experience possible.

The Customer Experience Shift Manager will lead a team of customer experience Associates and will report to the Director of Customer Experience.

This is a remote position but we are only seeking candidates in the Nashville TN or Salt Lake City UT areas.

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.

Preferred Experience

Youve previously worked in customer-facing roles and love engaging with people throughout the day.
Youve 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.
Youre 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.
Youre a natural-born problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
Most importantly youre fun! You dont mind occasional sloppy dog kisses and appreciate a good meme.

Bonus Points

Bachelors Degree from an accredited four-year college or university.
You have previous experience leading a customer-facing team in a D2C products company- preferably pet products health foods or consumables
Experience with Gladly or a similar customer service platform is a plus
Youre interested in working in a pet-friendly fast-moving environment

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 youre encouraged to use
Paid parental leave
1-week paw-ternity leave for new dog parents
Free Ollie subscription
Inspiring pack members!

If youd like to stand out tell us in your cover letter why youre interested in joining Ollie and how your skills match the responsibilities detailed in this posting.

Ollie embraces diversity and equal opportunity. Were committed to building a team that represents a variety of backgrounds perspectives and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. For individuals with disabilities who would like to request an accommodation please include that in your application.

Required Experience:

Manager