We are looking for someone to help manage and scale the Glossier Customer Experience Team (gTEAM). The gTEAM drives customer loyalty, engagement and value by providing exceptional customer experiences across all channels and touch-points; the Customer Experience Manager will be responsible for ensuring our front-line team delivers this value.

Responsibilities

• Manage, mentor and motivate front-line members of the gTEAM
• Develop processes that will allow the team to efficiently scale while delivering a differentiated customer experience
• Manage the team schedule and workflow to ensure meeting critical KPIs
• Work with CX Analytics to develop actionable initiatives based on multi-channel customer feedback and insights
• Champion CX initiatives cross-functionally, managing workflow and tactical execution 
• Manage the onboarding and training for new gTEAM hires

Qualifications

• 5+ years of management experience in a performance-oriented, customer-focused environment
• Experience managing large teams of 10 or more
• Thrive in a fast paced, rapidly changing environment
• Comfortable bringing structure to undefined procedures
• Always looking for ways to improve processes from both a people and technical standpoint
• Constantly looking for innovative and creative solutions
• Able to identify customer needs and tailor solutions accordingly
• Highly detail oriented
• Exceptional written and verbal communication skills
• Roll-up-your-sleeves attitude
• Passion for customer experience 
• Open to a flexible schedule with some weekend and holiday hours
• Icing on the cake: Editorial or writing experience