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Senior Manager, CX Quality and Support Services

Warby Parker

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Job Details

Location: 1207 Villa Pl, Nashville, TN 37212, USA Nashville, Davidson County, Tennessee, USA New York City Barbell, Hell's Kitchen, New York, New York County, New York, 10018, USA Posted: Mar 12, 2022

Job Description

Warby Parker is seeking a driven Senior Manager to join our Customer Experience (CX) Quality Services team and oversee the growth of our Quality Assurance program. As a critical member of CX, you’ll strategize with the Director of CX Engagement and other leaders to develop plans that allow the team to consistently exceed customers’ expectations. In addition, you will establish quality standards for the optician experience and implement effective processes and policies that ensure world-class service. Your work will directly support our ability to create wonderful optician experiences for every customer. Sound like you? Read on!

What you’ll do:

  • Oversee performance, engagement, retention, and development for CX Support Leads and optician employee groups
  • Hire and scale best-in-class team based on headcount model in partnership with Talent Acquisition
  • Maintain strong stakeholder relationships across the organization to drive continuous improvement and a strong net promoter score (NPS)
  • Track and report customer retention trends and partner with appropriate teams to implement solutions to drive customer value
  • Drive cost savings by iterating on the CX optician exchange process to mitigate returns for refunds
  • Manage relationship with our vendor, Stella Connect
  • Work cross-functionally to share quality opportunities by tracking trends through QA insights
  • Work closely with Senior Manager, Optical Services & QA to align calibration practices and priorities

Who you are:

  • Backed by 8–12 years of management experience in a fast-paced, high-growth organization
  • An effective manager with the desire to cultivate leadership and high performance
  • A data-driven decision-maker who blends sound business judgment with strong analytical thinking
  • A team player who communicates well—clearly, kindly, often—within our department and across the company
  • A solid understanding of the latest customer service technologies and systems
  • Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)

About Warby Parker

Warby Parker is a lifestyle brand that offer designer eyewear at a revolutionary price while leading way for socially conscious businesses.

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