Manager, Customer Experience (Flamingo)

| Greater NYC Area | Hybrid
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About the Brand

In looking at the market, it’s clear there is an opportunity to improve the shave experience for women. The aisle is cluttered and overpriced. Brands are out of touch, serving outdated clichés and stereotypes that do not reflect women's reality.

We want to change that. We think there is compelling opportunity to build a better experience for her with well designed, quality products and a brand that speaks to her. A brand that puts her needs first. Always.

In developing this brand, we want to reshape the narrative around female grooming, starting with body hair. The 5 o’clock shadow on your legs is a thing. The female mustache exists. Let’s challenge the silence and allow women to feel agency over and even celebrate their own hair removal rituals - whether she removes body hair or not.

We are at the beginning of this journey but have big ambitions for what this brand and business will become. We’re now looking for an amazing founding team to help build this brand and bring it to life in the world.

About the role

As the Customer Experience Manager for the Flamingo brand, you’ll be on the ground floor as we launch a new brand that helps change the stigma around women’s grooming, ensuring that our customers have a smooth interaction and experience. You’ll create and execute on all aspects of CX strategy as we grow and scale our team with the rest of the business. Just as importantly, you’ll manage and develop a team of high-performing, whipper-smart associates, based in our headquarters.

What you'll accomplish 

  • Develop and help build an outstanding team that creates a world-class direct-to-consumer support experience for a brand-new women’s brand
  • Represent the voice and needs of the Flamingo customer within our global HQ in NYC; be a part of fostering the Flamingo community and our connection with our consumers
  • Oversee the entire Flamingo CX operation, ensuring that the team meets daily, weekly and monthly SLAs for all channels, reporting to the Global Head of Customer Experience in New York with dotted lines into the Flamingo Head of Operations
  • Establish the strategic direction and vision for the Flamingo Customer Experience team’s growth and development in conjunction with the larger CX vision
  • Lead your team actively, providing guidance to direct reports during weekly 1:1 conversation, and in-the-moment coaching when it makes sense
  • Guide all quality and training processes for your team, with limited support from the Harry’s, Inc. team
  • Drive people, process, and technology improvement initiatives to optimize the customer experience from end-to-end, both for customers and our team
  • Obsess over customer feedback and relentlessly strive for CX improvements
  • Support the Flamingo GM and Flamingo Head of Operations with larger projects focused on growth strategy (including but not limited to new channels, products and geographies) and operational implementation
  • Act as a liaison among NYC based functions outside of CX (Sales and Ops Planning, DTC, Distribution, R&D, etc.) to facilitate activities that result in a better experience for the Flamingo consumers
  • Identify opportunities to innovate for continuous improvement and increased efficiency, specifically thinking about automation and improved back office needs for your team
  • Develop and maintain relationship with Third Party vendors to help provide consistent service level with customers

 About You

  • You are passionate about being part of building a connection with female consumers and furthering the Flamingo mission of building for women's body care needs
  • You’ve worked within start-up / high growth businesses in the past and are genuinely passionate about women’s beauty and grooming; you thrive in a fast-paced environment
  • You’re an organized “doer” with an exceptional ability to multitask - someone who will take initiative to make things happen
  • You’re experienced in scaling teams in-line with business growth, remaining ahead of the operational demand all the while maintaining a commitment to team development -- you’re energized and pumped by the idea of helping people grow and develop
  • You operate with a seamless blend of hands-on willingness to get operations established, but with the strategic vision to think ahead and build ahead
  • You’re a great team player who can collaborate with cross-functional teams within the organization, as well as outside vendors
  • You demonstrate a serious commitment to your own self development by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
  • You thrive in a fast-paced environment
  • You’re warm and approachable, and have a knack for making people feel instantly comfortable, yet also know how to hold people accountable
  • You’re all around awesome with a great sense of humor

Harry’s started as a men’s grooming brand that was built out of respect for quality craftsmanship, simple design, modern convenience and for guys who know they shouldn’t have to overpay for a great shave. Since launching in early 2013, we have been blown away by the customer response to our brand. As we grow our opportunities to communicate with potential customers increase, but with those opportunities comes increased complexity and a heightened need to be thoughtful as we extend. Ensuring we continue to push our thinking, strive for innovation, all while protecting the charm of our brand that has so successfully resonated to date.  

Harry’s is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • ReactFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • TableauAnalytics
    • FigmaDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • TrelloManagement
    • DocuSignCRM
    • GladlyCRM
    • BrazeEmail

Location

Usually you will find us in SoHo (NYC) or Covent Gardens (London)! Both office locations are easy to get to and have lots of fun restaurants, bars, and shopping nearby.

An Insider's view of Harry's Inc.

What are some social events your company does?

I thrive at Harry’s because we have programs that support all of me as a black gay man. From leading our LGBTQIA+ ERG to cultural events like our annual Juneteenth celebration, I feel heard and seen in intentional ways.

Darren

CX Manager, Flamingo

What kinds of technical challenges do you and your team face?

As Harry's expands beyond razors, we are focused on building a platform that can support multiple brands, which is transforming our technical infrastructure. We're also collaborating with our data analytics team to better understand our customers, both present and future, and serve personalized and curated experiences to them.

Natalie

Software Engineer

What makes someone successful on your team?

Passion, creativity, and thoughtfulness—with a splash of silliness. You have to be willing to move quickly, test-learn, and be different (even if we fail sometimes)

Nicole

Head of Creative and Communications

How do you make yourself accessible to the rest of the team?

Each week my co-founder & I speak at our all-hands meeting, allowing us to openly share what’s on our minds. We host Q&As, Fireside Chats, Lunch N’ Learns, & I co-sponsor our Women’s Employee Resource Group, where I work with folks at all levels within the company.

Andy

Co-Founder & Co-CEO

How do your team's ideas influence the company's direction?

The People Team works to build and sustain a values-driven work culture that is centered around our employees by being progressive, fair and inclusive, and steeped in learning and development. We design and run thoughtful, people-first benefits and processes. We invest in our people's growth.

Nate

Executive Assistant to CPO and Head of DE&I

What are Harry's Inc. Perks + Benefits

Harry's Inc. Benefits Overview

We’re committed to providing our team with benefits that enhance their mental, physical, and overall well-being. Everyone has different needs, but we are happy to have benefits such as medical, dental, vision, FSA, as well as a 401K, access to Eden Health, and a quarterly wellness reimbursement. That's not to mention our bountiful snacks and catered lunch and breakfast once a week, in addition to free products from all of our brands!

Culture
Volunteer in local community
We participate in local events such as charitable races and local school events!
Partners with nonprofits
Every year, we set aside 1% of our sales to donate to charitable organizations that share our ambition to bring quality mental health care to men everywhere.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Our management team is a representation of our staff! We have a VP and C-Suite that is comprised of 50% women, and have hired from underrepresented communities throughout the leadership group.
Mandated unconscious bias training
We partner with Paradigm to deliver yearly unconscious bias training, and supplement with the People team's own efforts.
Diversity manifesto
Diversity employee resource groups
The Advocates, African Ancestry Collective, All Equals Women's Group, DNA (People of Color at Harry's), Fuerza Latina, and Pride at Harry's
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSAs are designed to stretch your dollars farther. These accounts trim off as much as 30% from your health care or dependent care costs because the money you put into an FSA comes out pre-tax.
Disability insurance
Harry's automatically provides a certain level of coverage for you, plus you have the option to purchase additional insurance for yourself and your dependents.
Dental insurance
We have two plans, one Standard and one Enhanced, with both plans covering preventative care at no cost.
Vision insurance
Our vision plan has Warby Parker as an in network provider!
Health insurance
We have three health plans based on your needs with varying deductibles, and no-to-moderate premium costs.
Life insurance
Wellness programs
We offer a variety of benefits - access to Eden Health, a Wellness Reimbursement Program, and a new fitness reimbursement program through our new medical provider.
Team workouts
Mental health benefits
Online and In-Person Mental Health resources, as well as Company wide mental health days!
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Harry's provides our 401K through Betterment. We match 2% of contributions up to 4% of an employee's annual salary.
Company equity
Every employee is offered a standard welcome grant of equity based on their level, with vesting over a 4 year period. Additionally, we have annual continuation grant bonus programs!
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
We offer 16 weeks of paid leave for all new parents, which applies to birth, adoption, and all paths to parenthood.
Family medical leave
Return-to-work program post parental leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
"My Time" - a flexible time-off policy that includes vacation, sick, and personal time. Additionally, we offer 16 weeks of paid parental leave, plus four weeks of customized re-boarding
Paid volunteer time
You have the opportunity to volunteer up to five full days per year. We also set aside 1% of sales to go back to charitable organizations and causes.
Sabbatical
A four-week, fully paid sabbatical after five years at Harry's. Unplug, unwind, and come back refreshed and ready to tackle the next big challenge.
Paid holidays
10 company-paid holidays per year.
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
We offer pre-tax commuter benefits through WageWorks.
Company-sponsored outings
Harry's has an annual company-wide offsite, holiday party, and other celebrations based on our big milestones!
Free snacks and drinks
Other snacks and drinks are provided, not to mention cold brew on tap.
Some meals provided
We provide catered breakfast every Wednesday before our company-wide Team Meeting, and catered lunch every Thursday.
Company-sponsored happy hours
Join the #happyhours slack channel to plan the next casual outing!
Pet friendly
Harry's pet policy is dog-friendly daily.
Relocation assistance
Fitness stipend
We give $150 a quarter towards health and wellness.
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Our CEO's Jeff and Andy host quarterly AMAs during lunch! In addition, other teams will share out what they're working on as various share-outs, beer & learns, and lunch & learns.
Promote from within
Mentorship program
Continuing education stipend
We have an incredible L&D program that allows you to use a yearly stipend for continuing education or other L&D-related expenses.
Continuing education available during work hours
We recently instituted "Grow Forth Friday" - a 2-hour block with internal and external learning opportunities offered.
Customized development tracks

Additional Perks + Benefits

The best thing about Harry's is we're constantly improving based on employee feedback. Our employee engagement survey, plus consistent feedback loops with our employees means that every year we are getting better and better. In 2019 we implemented a 401k match, more transparent People processes, an L&D stipend, and much more!

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