Customer Experience Manager

| Greater NYC Area
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About the Job

Great Jones is looking for an Customer Experience manager to help us deliver an exceptional customer experience to our owners and residents. We’re looking for an individual who is passionate about customer experience, is excited about digging into the weeds of processes and touchpoints across the customer journey, and is motivated by the opportunity to build & define team the culture of our growing Customer Experience function. To be successful in this role, you must be able to think strategically and be able to execute quickly. 

What you’ll do: 

  • Help to define our customer support strategy - establish our business standards and metrics-based evaluation framework 
  • Get into the weeds with our product and ops team to build a highly cost-effective customer support system 
  • Manage sensitive or high-value customer interactions 
  • Evaluate external tools and vendors as necessary. Assist with implementations of new CX systems and platforms, as needed. 
  • Develop into a people manager at Great Jones, leading a team of employees excited about delivering high-quality support, in line with our company values 

This is a hands-on role and we’re looking for someone who is motivated about what we’re building and eager to grow with our team. 

Who you are 

  • Customer Focused - you remain focused on the customer experience at all times and understand the strategic importance of customer service to our organization
  • Excellent communicator - you have exceptional written & verbal communication skills 
  • Natural Problem Solver - you love solving problems in a creative way 
  • Able to multitask and prioritize - you feel comfortable in an environment with competing priorities. 
  • A natural leader - you are passionate about building team culture and empowering your teammates 

Required Experience 

  • Bachelor’s Degree
  • 3+ years in a customer success role, ideally in a multi-channel call center operation
  • 1+ year of management experience 
  • Prior experience as a CSR or in a customer-facing role is a huge plus !
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Location

Our office sits at the nexus of Koreatown and NoMad. Bibimbap to the left; all the Avocado Toast to the right. Plenty of coffee.

An Insider's view of Great Jones

What’s the vibe like in the office?

It's definitely a startup environment in that people dress casual, there is an open floor plan, and a buzzing energy. At the same time you can feel that people on the team take their work pretty seriously (but not themselves too seriously). There are a number of team traditions without it feeling like a cliche startup.

Max

VP, Sales

How do you collaborate with other teams in the company?

Collaboration is as simple as turning to the person next to you or sending a quick slack message (creative GIFS are highly encouraged) asking for help or input. Where we shine as an organization is in our ability to bring together people with really deep and varied experiences.

Laura

Growth Operations Lead

How does the company support your career growth?

For self-starters, this is the place to be. You'll find each challenge ladders up to an outcome with real impact on the business. If you're thinking about the story that you want to tell when you outgrow your next role, Great Jones will give you the opportunity to write your own narrative and gain access to the resources you need to get there.

Kahala

Growth Marketing Manager

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

Our unusually cross-functional team brings deep insights both from past experience and day-to-day work. By making the customer experience our North Star and letting the best idea prevail, regardless of where it's from, we'll reinvent how people interact with this massive asset class.

Jay

Founder, CEO

What does career growth look like on your team?

Great Jones is built to be a true meritocracy. The best ideas win, and can come from anyone, at any level. Team members who show great instincts and build a track record of strong decision-making get more responsibility. Rinse and repeat! There is no ceiling. And the whole team is supportive of promoting from within.

Abigail

Co-Founder, Head of Growth

What are Great Jones Perks + Benefits

Great Jones Benefits Overview

Great Jones offers full medical, dental and vision benefits, as well as generous time off and all the snacks you'd imagine. There is cold brew on tap, naturally. We provide team lunch 1x week.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Culture Committee
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Quarterly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
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