Away is a global lifestyle brand with a mission to transform travel through products and content that inspire people to get away more. In support of our mission, we are implementing an ERP that will transform our business processes, and we are seeking a Senior Manager, Systems Implementation to join our Customer Experience team.

Want to help us transform the travel experience? The ideal candidate is an experienced Customer Experience professional who is passionate about the customer and has a love for building processes and solving problems. System implementation experience preferred.  You will report to the Director of Customer Experience with a dotted line to the Senior Director Finance and Business Process Transformation for the duration of the implementation project based in our New York City office.

As a company that values diversity, equity, and inclusion, Away seeks individuals of all backgrounds and experiences to apply for this opportunity. We’re creating an environment where everyone can thrive. Our customers are global and diverse, so we’re building a team that is too. Through initiatives like our employee resource groups, Anti-racism training and bias prevention initiatives, we’re building the cultural foundation that gives people the emotional and physical space to bring their authentic selves to work. 

What You’ll Do

During the first 12-18 months of your role, you will be assigned as the Customer Experience Functional Lead to our Global ERP implementation project. Upon the successful implementation and go-live of the solution, you will transition to be a full-time member of the Customer Experience team and a key contributor towards our Omni-Customer Experience.

The role for the duration of the project is detailed below:

• Responsible for ensuring the design of the ERP solution will satisfy the business process vision and future-state quality of customer interactions of the Customer Experience department

• Lead platforms and systems design and optimization to deliver best-in-class customer experience standards that integrate all customer touchpoints – inclusive of our retail network.  Ensure solutions are scalable with business and in line with long term growth strategy

• Work cross-functionally and be the voice of your department on key system and business process decisions, informed by a deep understanding of the current operating model

• Support CX team and partner with retail and Ecom teams on the re-design of our future state customer experience using journey mapping across all of our customer touch-points

• Drive key project deliverables, including requirements definition, process design, solution design, test planning and execution, data readiness, cutover planning and execution, and post-go-live support

• Advocate change management within your department by assessing org impact, proactively communicating updates and changes, delivering training, and ensuring training materials enable continuous education, and driving process and system adoption within your department

• Collaborate cross-functionally with other business leads and SMEs to achieve the best system, business process solution, and customer experience for Away

Who You Are:

• Minimum 5+ years of experience in operational efficiency in key roles within customer-facing teams

• Experience managing, administrating, and consolidating the experience for CX/Retail Teams across support platforms. Strong understanding of how to leverage these platforms to create work efficiencies whilst maintaining a world-class customer experience.

• Experience  leading or having participated in at least one full system implementation preferred

• Results-oriented and process-focused with a passion for problem-solving and efficiency

• You think holistically about both traditional and newer support channels including phone, email, live chat, text message, etc.

• Proven ability to influence team members and act as a change agent

• Partner effectively with others in order to provide solutions in all areas of the department and overall business, and you’re able to multi-task and manage multiple projects at once

• Team player with a "no task is too small" attitude

• Enjoys working in a fast-paced and ever-changing environment

• Passionate about transforming travel (but that’s a given!)

You’ll love working at Away because:

• We travel. We encourage you to take time to recharge outside of the office. You’ll have generous PTO to explore new places and access to Away products to ensure your travels are seamless. And once you’re here for three years, you’ll earn a sabbatical and a bonus to take a well-deserved trip.
• We’re not just employees. We’re people. We offer insurance coverage (health, vision, and dental), tax savings plans for retirement, dependent care, commuter benefits, generous and inclusive parental leave, and a kitchen stocked with organic snacks and coffee.
• We’ll invest in your career. Our company’s growing quickly, and we’ll give you the opportunity to do the same. You’ll have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs.
• We’re creating an environment where everyone can thrive. Our customers are global and diverse, so we’re building a team that is, too. Through initiatives like our employee resource groups, our new office in downtown Manhattan, and more, we’re building the cultural foundation that gives people the emotional and physical space to bring their best selves to work.
• We offer competitive compensation packages. We deeply value the talent our team brings to the table, and believe that fair and equitable total compensation packages are part of our commitment to everyone who works here.
• And so much more…! You can bring your dog to work. We organize ways to give back to our local communities.

About Away:

Away is a global lifestyle brand with a mission to transform travel through products and content that inspire people to get away more. The company launched in 2016 with one perfectly designed carry-on and has since expanded to offer an array of luggage and travel essentials built for the modern traveler. Headquartered in New York City, with teams in London and Toronto, Away currently ships products to over 35 countries around the world. Away has been named one of Fast Company’s “World’s Most Innovative Companies” and has been recognized on TIME’s list of “Best Inventions.” To learn more, visit awaytravel.com.