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Stord

Manager, Customer Experience

Stord

. Lead a team of Customer Experience Associates and Specialists with a focus on strategic initiatives aligned with Stord's operational goals .

Posted 9/18/2026full-timeHebron • Kentucky • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service management, team leadership, and strategic planning, with a focus on process improvement and operational efficiency. Proficient in utilizing WMS, OMS, and CRM tools to enhance customer engagement and satisfaction.

Highest-signal resume keywords
Customer Service ManagementTeam ManagementProcess ImprovementWMS ProficiencyStrategic Planning

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer Service ManagementProcess ImprovementOperational ManagementLogistics ManagementStrategic Planning
Soft Skills
Strong CommunicationInterpersonal Skills
Tools & Technologies
WMSOMSCRM
Industry Keywords
Customer ExperienceSupply Chain ManagementOperational GoalsCustomer EngagementIssue Resolution

About the role

Key responsibilities & impact
  • Lead a team of Customer Experience Associates and Specialists with a focus on strategic initiatives aligned with Stord's operational goals
  • Develop and implement best practices for customer engagement and issue resolution
  • Evaluate team performance against company standards and customer satisfaction metrics
  • Foster continuous improvement and professional development within the team
  • Resolve high-level customer escalations while maintaining customer trust and operational integrity
  • Identify process improvements and innovative solutions to enhance customer interaction and operational efficiency
  • Collaborate with Fulfillment Operations, Transportation, and Tech teams to align customer goals with broader operational processes
  • Report directly to the Director of Customer Experience

Requirements

What you’ll need
  • Bachelor’s degree in Business Administration, Operations/Supply Chain Management, or related field preferred
  • Familiarity with OMS, WMS, and CRM tools
  • 4+ years of experience in customer service management, logistics or supply chain focus
  • Proven ability in team management and strategic planning
  • Previous experience at a start-up is a plus
  • Proficiency in WMS, OMS systems and customer service technologies
  • Experience in process improvement and operational management
  • Strong communication and interpersonal skills