Senior Manager, Customer Experience

About You  

You have strong organizational skills with focus on execution, problem solving, and improving processes.  An excellent communicator who can motivate and develop individuals to continuously exceed and innovate.  Service oriented with an analytical mindset and compassionate demeanor.  You have the ability to recognize every customer interaction as an opportunity to improve their relationship to the brand.  A self-starter with positive attitude and high energy and a passion for going above and beyond.  This is an evolving function within a growing company, so comfort with ambiguity, change, and very hands-on work is important. 

About The Role 

The Senior Manager, Customer Experience oversees the ecommerce customer service team, tools and processes to enable exceptional service and ensure goop customer expectations are exceeded in every interaction. As part of the Operations organization within goop, you'll partner with Tech/Digital, Private Client, and Merch teams to design, execute, measure and improve the customer experience across communication channels and use cases.      

• Own the standards of ecomm service, the processes to deliver on them, and the guidance to continually develop the team capabilities  
• Analyze and report on performance metrics; provide feedback, coach, and improve team performance  
• Create strategic direction of the CX team, establishing and executing towards clear metrics and goals  
• Identify and innovate opportunities for more seamless support across the customer journey with goop 
• Source vendors and/or software for new features and functionality 
• Lead projects and initiatives from ideation though implementation  
• Monitor reporting on customer interactions and behavior to identify trends and deliver recommendations to cross-functional Internal teams 

 Qualifications & Experience 

• 5+ years management experience in ecommerce customer service 
• Analytically strong, with experience extracting data from contact management platforms and strong excel skills to evaluate 
• Excellent written and verbal communication skills with demonstrated ability to build relationships with direct reports, peers, executives, and clients  
• Experience creating short and long term strategy in a fast paced dynamic environment, including efficient staffing plans to accommodate seasonal volume, product launch spikes, and growth support 
• Player-coach leadership ability with focus on critical thinking and problem solving skills 
• Bonus points for Kustomer, Looker, Netsuite, Spree commerce experience  
   

About goop 

Gwyneth Paltrow launched goop from her kitchen as a homespun weekly newsletter. It’s grown a lot since then; goop is a lifestyle platform encompassing curated products and content about beauty, wellness, fashion, food and home. Pioneering the contextual commerce platform, goop allows readers to shop with meaning. goop is one of the rare places on the web where food, shopping, and mindfulness collide—where the ever-evolving intent is to make every choice count. We’re all resource-strapped, so goop hopes to surface the very best experiences, recipes, products, and advice.  

With a highly engaged and loyal customer base already in place, the goop platform is rapidly expanding to include branded events, retail stores, pop-ups, a Netflix series, and an ever-growing lineup of goop private label products in addition to multi-branded shopping. The company boasts diverse and rapidly growing revenue streams across ecommerce, ad sales, retail, and experiences.  

FAQ  

• Compensation: Competitive Market Salary DOE + Equity.  
• Benefits: Generous health benefits package, fertility benefits and paid parental leave.  
• Perks: “goopcation” paid company summer break, generous goop discounts, special offers with brand partners, access to custom lifestyle resources and events, and a beautiful work space in Santa Monica  
• Work Philosophy: At goop we believe that creativity, innovation and camaraderie are essential to our business, our culture and our employee’s growth and development. With our Hybrid Work Policy, we are committed to promoting collaboration, productivity and employee well-being by maximizing the benefits of both in-person and remote work. With every aspect of this policy, goop is committed to employee health and safety, and will continue to follow all federal, state, and local requirements.  
• Type of Hire: This is a Full-Time Exempt Staff position. Other candidates, consultants and placement agency candidates will not be considered.  
• Job Disclosures: No applicant disclosures related to physical requirements or ADA-related considerations are relevant for this role  
• Application Requirements: All applicants will be reviewed through Greenhouse submission. Direct submissions to the People Operations Team members will not be reviewed separately.  
• Candidate Requirements: Applicant must have US work authorization.