Senior Manager, Customer Experience

Overview

S'more About The Team As the Customer Experience Senior Manager for The Pets Table , you will take ownership of The Pets Tables’ end to end customer experience to ensure all of our customers are receiving exceptional service every time they interact with a customer care agent or other brand representative. This person will balance customer love with operational rigor by identifying opportunities to improve the experience and implementing them across teams.

Responsibilities

• CX Strategy & Ownership: Transform customer care from a reactive support function to a proactive experience driver, measurably building loyalty and revenue.
• 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.
• Performance Management: Own and analyze key performance metrics (CSTAT, NPS, Cancellation Rate, AOR, QA scores) to continuou...