Manager Customer Experience - Marketplaces

Profile

Leaf Group is a diversified Internet company that builds platforms to enable communities of creators to reach dedicated audiences in the ever-growing lifestyle categories.
We are looking for a Manager, Customer Experience to drive continuous improvements to our Customer Experience Program for our
marketplace brands
(Society6, Deny Designs, and Saatchi Art) from our Santa Monica office. As the owner of this program, you will take key learnings from your day-to-day management of the customer service team to create actionable projects for your partners on the website development, operations, and marketing teams.   
A big vision calls for a big job.  As we grow, our need for a Manager, Customer Experience grows with us.
You’ll Report To: Sr. Manager, Operations
A typical day as a Manager, Customer Experience might include:
Developing, leading and inspiring team members, each responsible for managing key metrics that drive the customer experience, while ensuring proper prioritization of customer service activities
Closely managing our 3rd party contact center (i.e., training, quality, volume forecasting, and metrics reporting)
Analyzing/Leveraging business data to drive meaningful change to our marketplaces’ Customer Experience while managing ongoing projects
Managing the Customer Service cost center – budgeting, monthly variance reporting, invoice approval, etc.
Function as a Voice of the Customer by providing customer experience metrics and quantifiable data to team leads
Developing and managing a QA program that tests and optimizes the content and functionality for all customer facing touchpoints
Driving improvements to our workflows and processes in order to meet our SLAs and KPIs while driving costs down, all without sacrificing customer experiences and quality
What You Have:
3 years of experience in developing best-in-class eCommerce customer experience
Ability to communicate expectations and requirements equally well with business and technology teams, and capacity to write well-reasoned and data-driven proposals, performing your own data analysis as necessary
Experience managing multiple projects concurrently
Strong communication and facilitation skills, including the ability to resolve issues and build consensus among groups of diverse stakeholders
Outstanding presentation and communication skills that adapt to ever-changing requirements including operating under tight deadlines and high-pressure situations
Expertise in a multitude of softwares including, but not limited to, MS Office, G Suite, Tableau, Zendesk, and other eCommerce tools
Who We Are:
We create experiences that celebrate the best of art, design, and technology. We want smart, curious people committed to putting people first, having fun while they work, a commitment to high quality service to make things better and a desire for constant growth. We work in a fun, hard-working collaborative environment that is diverse, adventurous, and open-minded. Check us out here: ****What We Have:
Winner of the 2017 Best Company for Diversity award Comparably
Winner of the 2017 Best Company Los Angeles award Comparably
Cool office environment and culture (i.e., pet-friendly office, Thirsty Thursdays, Free Lunch Fridays, and all of the other fun activities we gather for)
Discounted gym memberships
Paid-to-play vacation rewards
Discretionary unlimited vacation time
Employee discounts for Saatchi Art, Society6, and Deny Designs
401K
Medical, Dental, Vision
Flexible Spending Accounts
Leaf Group, Ltd. is an equal opportunity employer. Applicants for all job openings are welcome and will be considered without regard to race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, or any other basis protected by state, federal, or local law. It is the intent of the Company to comply with all applicable federal, state, and local legislation concerning equal opportunity in employment.
Agency Disclosure:
If the Leaf Group Talent Acquisition department, or any current company employee, receives an unsolicited resume from a third party recruiting agency and Leaf Group does not have a signed Agency Agreement active, Leaf Group will not be deemed liable to pay a placement fee. The unsolicited resume will be considered a gift and can be considered for our recruitment efforts.

Company info

Sign Up Now - WashingtondcCrossing.com