Senior Manager, Customer Experience at Harry's Inc.

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The Team
The Customer Solutions and Intelligence Team (CSI) serves as a direct bridge between the Harry's brand and our customers. The team combines Customer Experience (CX) and Insights to convey the voice of the customer in an effort to continuously create things people like more. We strive to create effortless experiences for everyone who reaches out to our team, and we serve as an advocate for our customers in an effort to drive changes to the overall Harry’s experience.  We bring the voice of the Harry's brand to our customers, and the voice of our customers to the broader Harry's team.

The Role 

The Customer Experience (CX) Senior Manager for Harry’s North America is responsible for leading the implementation of our customer support strategy and managing the performance of the CX team against established success measures.  This role leads one of the largest teams at Harry’s and oversees efforts aimed at fostering an environment in which employees are empowered to deliver an effortless, best-in-class customer experience by managing associate performance and development, CX processes, and technology. Through direct interaction with key cross-functional partners, they ensure that we effectively support the business by exceeding the needs of our customers as measured by our quality assurance processes, customer satisfaction rates, and service level agreements. 

Here's what you'll do:

People Development 

  • Oversee dynamic Customer Experience team, growing in line with our direct business needs
  • Partner with our Recruiting team to execute hiring plans and headcount strategies in line with our business forecast
  • Partner with CX management team to grow and develop our CX team, equipping them with the skills, training and coaching to create growth pathways that increase team engagement and retention 
  • Own the performance management process in collaboration with the CX management team and People Business Partners; entrust and support our people managers with coaching on performance management for their teams to ensure delivery against established quality standards
  • Drive positive employee recognition efforts through the CX management team (e.g., ad-hoc appreciation gifts/events, WOW recognition, birthdays etc.)

Operations and Technology

  • Establish the CX budget in collaboration with direct manager and manage costs against the agreed to budget throughout the fiscal cycle
  • Evaluate trends in contact methods and root causes to determine strategies to enhance the customer experience and resolve known pain points
  • Set and drive performance against business metrics to monitor impact on customer satisfaction and identify areas for further improvement to staffing, scheduling, channels, processes, and systems 
  • Develop and improve workflows to support seamless customer interactions while driving efficiency in our operations by identifying areas for best practice documentation or process changes
  • Leverage Quality Analyst and Training Associate to determine schedule for training, onboarding, quality assurance audits to support ongoing associate development
  • Identify CRM back-end process improvements based on CXA and customer pain points and partner with other CX leads, the H’ CX Management team and Engineering to implement changes and train associates
  • Drive use of existing platforms and expiration of new tools for leveraging customer contact data to keep Harry’s on the cutting edge of customer experience and inform recommendations to positively impact brand performance 
  • Align with leadership to stay ahead of business growth to ensure we are positioned for success and go above and beyond for our customers

Customer Connection & Brand Impact

  • Build annual customer support plan tied to brand calendar to ensure CX team is trained and staffed to respond to anticipated contact volumes and support needs related to key brand moments 
  • Create connections between customer data to generate insights that translate to product and communications improvement opportunities as an input to ongoing growth for DTC and the H’ brand
  • Leverage customer knowledge to strengthen conversations and relationship building

This might describe you

  • You are a strong team leader and have a passion for building development plans and pathways that allow team members to grow and progress in their careers 
  • You have excellent  problem solving and analytical (e.g., Excel, Google Sheets, Looker; Tableau and other data tools, a plus) skills and proven track record of developing both strategies and tactics to address performance gaps or opportunity areas
  • You have expert knowledge of the range of CRM platforms (e.g. Gladly, Zendesk, Kustomer, etc.) and other contact center technologies that support creating an effortless, omni-channel customer experience
  • You have strong project and time management skills with the ability to manage critical people processes against business and operational priorities simultaneously
  • You are strategic, but also energized by driving process efficiency and innovation
  • You are an effective manager, coach, communicator, an inspiring leader, and a reliable team player

Here's who you'll work with

  • Reporting to Sr. Director, Customer Solutions & Intelligence
  • You will work closely with all functions of the Harry’s brand team as well as key cross-functional teams including but not limited to supply chain, S&OP, finance, quality, and IT

Harry’s Inc. started in 2013 with simple, fairly priced products that delivered an amazing experience to guys every day. Since then, Harry’s expanded to the UK, developed relationships with retailers such as Target and Walmart, expanded our grooming brand into a personal care powerhouse, and launched a women’s brand called Flamingo.

The key to our success? Our amazing people. From chemists, mechanical engineers, CX associates, to creative directors, sourcing managers, and logistics specialists, Harry’s team is comprised of some of the most brilliant, diverse, and humble people you’ll ever meet.

Our brands answer unmet consumer needs, but our company is a place of inclusion and innovation that attracts some of the brightest minds across industries, geographies, and backgrounds. Whether we have a team of 3 or 300, our core values and our startup mentality remain; we value continuous improvement and learning, teamwork and collaboration, creative problem solving, and open and direct dialogue and feedback. Come for the coffee and free products, stay for the amazing, passionate culture.


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.

Harry’s is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, domestic violence victim status, arrest/conviction record, sexual or reproductive health decisions, caregiver status, credit history immigration status, unemployment status, traits historically associated with race, including but not limited to hair texture and protective hairstyles or any other status protected under applicable federal, state and local laws. Harry’s commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline and access to benefits and training.

We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

#LI-CT1

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • ReactFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • BrazeEmail

Location

Usually you will find us in West SoHo (NYC) or London. During the COVID-19 pandemic, we are work from flexible until at least September 2021!

An Insider's view of Harry's Inc.

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.

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.
Friends outside of work
Eat lunch together
Intracompany committees
DE&I Council, PEPsquad (Office Culture), and our 6 Employee Resource Groups: Pride, African Ancestry Collective, The Advocates (Employees with Disabilities), All Equals, DNA, and Fuerza Latina
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/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.
Unconscious bias training
We partner with Paradigm to deliver yearly unconscious bias training, and supplement with the People team's own efforts.
Someone's primary function is managing the company’s diversity and inclusion initiatives
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 Benefits
We have two plans, one Standard and one Enhanced, with both plans covering preventative care at no cost.
Vision Benefits
Our vision plan has Warby Parker as an in network provider!
Health Insurance Benefits
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!
Retirement & Stock Options Benefits
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!
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.
Return-to-work program post parental leave
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
Perks & Discounts
Beer on Tap
Casual Dress
Our casual dress code includes jeans, our comfy Harry's hoodies, and no judgement every day of the week. Dress up, dress down, feel comfortable.
Commuter Benefits
We offer pre-tax commuter benefits through WageWorks.
Company Outings
Harry's has an annual company-wide offsite, holiday party, and other celebrations based on our big milestones!
Stocked Kitchen
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.
Happy Hours
Join the #happyhours slack channel to plan the next casual outing!
Pet Friendly
Harry's pet policy is dog-friendly daily.
Fitness Subsidies
We give $150 a quarter towards health and wellness.
Home Office Stipend for Remote Employees
Professional Development Benefits
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.
Cross functional training encouraged
Promote from within
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.

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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