Senior Manager, CX Operations
Glendale AZ
3Z Brands has an exciting opportunity for a passionate customer experience professional. This role will play a crucial part in streamlining and maintaining the operational aspects of all 3Z Brands Customer Experience teams. This person will oversee the implementation and improvement of current operational processes, while also working as a liaison between our state-of-the-art factory in Phoenix and the customer experience teams across the US. Additionally, this role will be a key player in the technical aspects of how Netsuite, Strata, Zendesk and all internal platform and brand websites act within the organization as it relates to the customer experience.
RESPONSIBILITIES:
- Reporting: This data-driven role will be responsible for conducting regular reporting using tools such as Zendesk, Shipstation, NetSuite and Shopify. Reporting will include, but is not limited to returns, product quality control, service quality control, post-purchase outreach, preventing fraudulent orders, etc.
- Digital Product and back-end operations feedback: This role will also manage relationships with the digital product and engineering teams. This person will work with the Director of CX to triage company priorities and build upon those using customer feedback collected from Zendesk, Post-purchase surveys, and other customer-facing channels.
- Marketing and Partnerships Orders: This person will oversee the prioritization of orders placed by the partnerships and marketing teams to ensure speedy production and delivery.
- Streamline operational processes: This role is crucial in the development of operational opportunities for all 3Z Brand CX Teams, including on-boarding, managing, and training new hires.
- Collaborate with the Phoenix Facility on improving Customer Experience. This may include communicating production timelines, better understanding the production schedule, FedEx Claims and Replacements Claims Processes, international shipments, and tracking and inventory management.
- Mattress Order Management - You’ll be the owner for keeping the CX team updated on order progress. You’ll provide proactive communication on any technical or supply-chain issues and/or delays.
- Partner vendor communication - You’ll be the liaison between our partner vendors and CX team as it relates to individual order edits.
- In-Home Delivery and Return Partner Account Management- establishing and maintaining relationships with our partners.
- Stay up-to-date on industry best practices and trends in customer service to continuously improve processes.
- Team Management - You will manage a customer experience team that is responsible for operational functions including, but not limited to FedEx processes, return management, warranty claims, ad white glove delivery.
- Training: You will be responsible for continued team training across the entire CX organization as it relates to supply chain, operations, and logistics
REQUIREMENTS:
- 5+ years of experience in customer experience and/or operations roles.
- 1-2 years of experience leading a team in a customer experience or operational capacity.
- Excellent organizational and project management skills, with the ability to effectively manage multiple priorities.
- Strong communication and collaboration skills to work cross-functionally with facilities, digital product teams, and external partners
- Problem-solving mindset with a proactive approach to troubleshooting operational issues.
- Ability to train, mentor, and onboard team members effectively.
- Knowledge of supply chain processes, including order management, returns, shipping, and fulfillment.
- Ability to work in a hybrid environment, with a requirement to be in the office at least three days per week.
- Familiarity with Zendesk, NetSuite, Shopify, and ShipStation is preferred.
Compensation & Benefits:
- Competitive salary based on experience
- Comprehensive medical, dental, and vision insurance
- 401(k) plan with company match
- A collaborative and growth-oriented company culture
About 3Z Brands:
3Z Brands is a dynamic and growing company uniquely positioned as both a manufacturer and retailer, giving us a strategic advantage in the marketplace. With exciting growth initiatives ahead, we are building an exceptional team to drive our success. Our core values—care, commitment, and curiosity—guide everything we do. We are committed to fostering an inclusive and supportive workplace where all team members feel valued and respected.
