Customer Experience Manager

THE COMPANY:

Juul Labs’ mission is to impact the lives of the world’s one billion adult smokers by eliminating combustible cigarettes. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent.

We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career at one of the fastest growing companies is compelling, read on for more details.

ROLE AND RESPONSIBILITIES:

The Customer Experience Manager will be a service within the Customer Operations department and will work cross-functionally with Juul eCommerce, Logistics, Product, Post-Market Quality, and Compliance.  The Customer Experience Manager will report to the Sr. Manager, Customer Experience. The Customer Experience Manager’s work  will be vital within the Juul  to ensure Customer Support stays within SLAs, as well as works to lower costs/increase efficiencies while delivering exceptional service to our  customers. As the team’s manager, the Customer Experience Manager will have the opportunity to develop our outsourced team and have a direct impact on the growth of the company.

KEY RESPONSIBILITIES:

• Translate analysis into compelling narratives which explain company-wide trends to our leadership team
• Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives
• Partner regularly with contact center managers to communicate changes that may impact operations, hand off critical tasks for completion, and coaching opportunities for agents
• Collaborate across departments on special projects with Juul order management and logistics, e-Commerce, product management, and fraud prevention
• Formulate and implement policies and procedures to ensure smooth business operations
• Drive core CS functions such as training and data analysis to hit SLA, quality, contact rate and CSAT goals
• Maintain and improve call center operations by monitoring system performance via collecting, analyzing and reporting on data trends and implementing continuous improvement principles
• Understand and be the voice of the customer representing successes and pain points
• Be the subject matter expert (SME) in all aspects of user-facing support and internal tools for operational teams
• Monitor key performance indicators (KPI’s) assigned to customers and team members
• Lead and manage contact center meetings as required to discuss performance trends, collaboration opportunities, and feedback sessions
• Obtain stakeholder buy-in and present solutions that demonstrate the return on investment

PERSONAL AND PROFESSIONAL QUALIFICATIONS:

• 3+ years in support, consulting, and account management, or 2+ years of development experience and 2+ years in a customer-facing role
• Outstanding customer service skills and dedication to providing exceptional customer care
• Experience managing teams offshore as well as onshore remote locations
• Strong analytical and strategic thinking is required along with a proven track record of people management
• Proven leadership skills with experience managing nimble teams
• Excellent written and verbal communication skills
• Ability to make quick judgments and defend decisions
• Ability to multitask and successfully operate in a fast-paced, team environment

EDUCATION:

• Bachelor’s Degree preferred

JUUL LABS PERKS & BENEFITS:

• A place to grow your career. We’ll help you set big goals - and exceed them
• People. Work with talented, committed and supportive teammates
• Equity and performance bonuses. Every employee is a stakeholder in our success
• Cell phone subsidy, commuter benefits and discounts on JUUL products
• Excellent medical, dental and vision benefits