Manager, Customer Experience (Good Chop) at Hellofresh

We’re looking for a Customer Experience Manager to join Good Chop’s dynamic Operations team. This person will play a pivotal role in managing Good Chop’s end to end customer care experience, ensuring all of our customers receive exceptional service every time they interact with a customer care agent. This person will balance customer centricity with operational rigor, continuously identifying and implementing opportunities to improve the customer experience across teams. You will … • Develop and own our CX strategy: Transform customer care from a reactive support function to a proactive experience driver, measurably building loyalty and revenue. • Supervise Customer Care agents: Manage our team of customer care agents, including: monitoring their performance and compliance, conducting quality assurance (QA) audits, updating and designing SOPs, and implementing changes that will result in stronger performance and a better customer experience. • Manage learning & development: Ensure our agents are equipped with the best and most up to date content and training materials to provide best in class customer service. • Own performance management: Own and analyze key performance metrics (NPS, Customer Satisfaction, Customer Effort, Cancellation Rate, Avg Order Rate, QA scores) to continuously improve service quality and operational efficiency. • Gather the voice of the customer: Build robust feedback loops to ensure the customer's voice informs and inspires product, marketing, and operational decisions company-wide. • Provide cross-functional leadership: Establish effective escalation paths and build processes that enable cross-functional teams to resolve issues quickly, confidently, and with empathy. • Innovate & automate: Strategically identify and implement automation where it enhances the customer experience, while preserving human touchpoints where they matter most. • Be our customer’s advocate: Champion initiatives to delight our customers, using thoughtful problem-solving to identify high-impact opportunities and go above and beyond for customers. You are… • Customer-obsessed: Committed to creating a five-star customer experience and delivering a product that is second to none • A clear communicator: With solid written and oral communications skills. Able to clearly coordinate and provide information to co-workers • Analytical: Data is your friend; you're able to translate numbers into action and pave the way for efficiency • Strategic: You recognize and resolve situations that are ambiguous or challenging, and use logic to identify alternatives, evaluate, and present approaches to solving complex problems while thinking of contingency plans • Self-starter: Capable of jumping into new challenges, quickly assessing what needs to be done, building a plan, and executing flawlessly You have… • 5+ years of experience managing customer experience / support teams, ideally at another DTC consumer business • Advanced Excel skills and comfort with data analysis; experience with SQL or Tableau is a plus • Strong analytical and project management skills with a bias toward action • BA/BS in fields such as Business, Communications, Marketing, English, or a related field You’ll get… • Competitive salary, 401k with company match that vests immediately upon participation • Generous PTO, including sabbatical, and parental leave of up to 16 weeks • Comprehensive health and wellness benefits with options at $0 monthly, effective first day of employment • Tuition reimbursement for continuing education (upon 2 years of service) • Up to 85% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, and Factor_) • Access to Employee Resource Groups that are open to all employees, including those pertaining to BIPOC, women, veterans, parents, and LGBTQ+ • Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors. New York Pay Range$116,600—$131,200 USD