Customer Experience Manager, Ecommerce, NYT Wirecutter
The New York TimesThe mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for.
Job Description
The New York Times Wirecutter is looking for an experienced Customer Experience Manager to oversee the end-to-end customer journey and experience for our new ecommerce business. You will develop our customer support infrastructure. This infrastructure includes our service strategies, training programs, and standard operating procedures. These procedures ensure our team provides an excellent, high-quality experience. You will also be the lead owner and manager of Gorgias, our support platform. This role is a hybrid role reporting to the Director of Operations. You can typically expect to be in the office 3 days per week.
About the Role
You will be the strategic bridge between our customers and our global suppliers. You will manage these supplier relationships, holding our partners accountable to high standard Service level agreements (SLAs) and resolving fulfillment bottlenecks. We are looking for a proactive problem-solver who can translate data into applicable insights to ensure operational excellence as we scale.
Responsibilities:
- You will be the internal product owner for Gorgias, our customer support platform. You will build automated workflows, intent-based rules, and self-service tools to maintain a high deflection rate -- managing all incoming inquiries by email and chat, to guarantee an excellent customer experience.
- You will develop a comprehensive Customer Care Playbook to govern our support operational processes.
- You will conduct weekly QA audits of tickets to ensure high CSAT (Customer Satisfaction) scores.
- You will build relationships with partners for each assigned customer with main dropshipping suppliers, serving as the primary contact for our partners. Collaborating with our Ecommerce Operations Associate, you will negotiate customer support terms and manage bulk inventory transitions. You will also hold suppliers accountable to fulfillment Service level agreements (SLAs). Additionally, you will monitor daily reports to resolve fulfillment issues. You will handle payment disputes and manage our returns process.
- You will be responsible for all customer support reporting, including product complaints, using these insights to evolve our operations.
- Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world.
Basic Qualifications:
- 5 years direct/related experience in ecommerce operations or customer experience management
- 3+ years of technical knowledge of Gorgias and Shopify
- Experienced with adapting, pivoting, and prioritizing goals, working with ambiguity.
- Excellent communication, presentation, organizational, and problem-solving skills
- Demonstrated ability to work independently and collaboratively with company partners
Preferred Qualifications:
- Experience with working on high-performing teams
- Experience developing and implementing operating procedures.
- Familiarity with drop shipping
- Experience working with remote teams
REQ-019619
For roles in the U.S., dependent on your role, you may be eligible for variable pay, such as an annual bonus and restricted stock. Benefits may include medical, dental and vision benefits, Flexible Spending Accounts (F.S.A.s), a company-matching 401(k) plan, paid vacation, paid sick days, paid parental leave, tuition reimbursement and professional development programs.
For roles outside of the U.S., information on benefits will be provided during the interview process.
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