Customer experience managerItalic

Operations
The Operations organization is responsible for ensuring our customers have the smoothest, most delightful post-purchase experience possible, by managing the end-to-end supply chain from logistics, fulfillment, support, and more. This team is deeply cross-functional and serves as the backbone for the entire company, with every department relying on the team for consistent delivery and optimization of all services we offer.
Role
Italic is looking for a hard-working and ambitious Customer Experience (CX) Manager who is ready to join our fast-growing startup. The ideal candidate is a self-starter, problem-solver and strong people leader. In this role, the CX Manager must thrive in a dynamic organization, excel at connecting with people, and drive results. You will be tasked with maintaining a culture of accountability and operational excellence for our customers and merchants. The CX Manager will also help develop new ways our CX department can support Italic business goals. These new strategies include: cultivating new revenue opportunities, improving profitability, building out customer analytics, and other innovations in customer engagement.
This is a fully-remote position and will report directly to our Chief of Staff.
Responsibilities
Build diverse, high performing teams; oversee the hiring process for CX
Responsible for quality assurance, training, and ongoing development for the CX Team
Collaborate with other teams within Italic to drive better customer outcomes
Develop innovative strategies to better support our customers and merchants - whether through new platforms, channels, or communication styles
Conduct regular 1:1 feedback sessions with CX team leads and associates
Personnel management; retain top performers and manage out underperformers
Oversee workforce scheduling to ensure we exceed service level goals
Communicate with BPO vendors, merchants, and distribution partners as needed
Represent the voice of the customer and energize our organization to support them
Develop and implement the short and long-term strategies to improve CX's internal operations, productivity, and performance
Requirements
4+ years of leading high performing CX teams
Proven track record of building CX Teams
Understand of the customer experience in a ecommerce and/or marketplace environment
Desire to work on a collaborative and diverse team
Strong analytical, troubleshooting, problem-solving, and project management skills
Ability to evaluate risks, ability to identify opportunities for improvement, and take the initiative to drive necessary change
Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence decisions across the organization
A passion for developing your team and building its culture, inspiring people towards the best version of themselves
Someone who embraces challenges enjoys solving problems, and is willing to try new things
About Italic
Luxury without labels
Founded in 2018, Italic connects consumers with top manufacturers around the world ("C2M"). Consumers purchase quality goods directly from the same manufacturers as top brands at 50-80% lower prices, while manufacturers use our infrastructure and global distribution to earn higher yields on existing production.
Our culture is built on high performance, high integrity, and high conviction.
We care deeply about surrounding ourselves with ambitious, exceptional individuals and value teamwork over ostentation, fulfillment over balance, and autonomy over compliance.
Our Values
Service Culture
Dare to be bold
Fear averages
Team, teammate, self
Play the long game
We do not evaluate race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status in our recruiting process. We don't care about where you went to college or what fancy names are on your resume; we're looking for good people who work hard and enjoy the ride.
Italic

Manila City, Metro Manila
Permanent
Full-time