Teams at Thorne

Lead and coach the Customer Experience team across phone, email, chat, social and digital channels. Manage daily operations, performance metrics, QA coaching, workforce planning, escalations, and compliance. Partner cross-functionally to resolve recurring customer pain points, support onboarding and training, and implement new technology and self-service capabilities to improve customer outcomes and operational efficiency.

Lead strategy, roadmap, and execution of Thorne.com consumer eCommerce experiences. Drive product discovery, experimentation, and cross-functional delivery across homepage, PLP, PDP, search, cart/checkout, post-purchase, and personalization to improve conversion, engagement, retention, and lifetime value. Partner with Engineering, Design, Data, and Marketing to define requirements, run experiments, and measure eCommerce KPIs. Facilitate workshops, prioritize roadmap, and champion a customer-first, data-informed approach.

Part-time role managing awards program, drafting award nominations, maintaining LinkedIn editorial calendar and content, coordinating projects via Wrike, partnering with Creative/Marketing/Communications teams, and tracking approvals and deadlines.