Warby Parker is hiring a

Customer Experience General Manager

Nashville, United States

Our Customer Experience team is looking for a General Manager to skillfully steer the ship at our second headquarters location in Nashville. As the fearless head of our Nashville team, you’ll be instrumental in leading the Warby Parker brand at our only office outside of New York City.

You’ll report directly to the Senior Manager of Customer Experience and work closely with Tech, Retail, and online teams to implement, maintain and, most importantly, improve processes and systems that set Warby Parker apart as a frontrunner and an innovator in the realm of customer experience.

What you'll do:

  • Ensure the overall success and productivity of our Nashville Customer Experience team
  • Collaborate with our NYC-based management team to proactively develop and drive best-in-class customer experience strategies and goals for our Nashville team
  • Review employee feedback on an ongoing basis to retain a highly engaged team at our Nashville office
  • Monitor key customer experience KPIs (i.e., CSAT, NPS, employee engagement score, and labor spend)
  • Review customer feedback on an ongoing basis and identify opportunities to improve NPS
  • Successfully leverage Lean Six Sigma tools and concepts to drive process improvements and employee engagement
  • Champion cross-functional projects that ensure a seamless customer experience through all channels (online, in stores, and via Home-Try On)
  • Oversee the delivery of all office services including office management, security, cleaners, general contractors, and administration
  • Represent Warby Parker at local events and with local PR
  • Facilitate office moves and create and maintain Standard Operating Procedures for new office location

Who you are:

  • An effective manager who wants to cultivate leadership and performance in your direct reports
  • A dynamic leader with experienced scaling, managing, and motivating large customer experience teams
  • A data-driven decision maker with sound business judgment and strong analytical thinking
  • Driven by a fresh perspective and an entrepreneurial spirit (our Customer Experience team has no script, and neither do you)
  • A workhorse with a no-task-is-too-small attitude
  • A high-energy, expert communicator brimming with positivity, empathy, and proactive energy
  • Incredibly focused and attentive to detail, even while working in a very fast-paced environment
  • Awesome at task prioritization, organization, and problem solving
  • Backed by 5+ years experience in fast paced, high growth retailer
  • Familiar with the latest customer experience technologies and systems

Extra credit:

  • Lean and/or Six Sigma experience

Warby Parker was founded in 2010 with a lofty objective: to offer designer eyewear at a revolutionary price while leading the way for socially conscious businesses. By circumventing traditional channels and designing our frames in house, we’re able to offer insanely high-quality eyewear at decidedly non-insane prices (i.e., from $95 with prescription lenses—a fraction of the going price!).

In the last eight years, we’ve grown to over 60 retail locations in the U.S. and Canada, opened our first optical lab in upstate New York, and launched two of our own iOS apps. And for three years running, Fast Company has named us one of the world’s most innovative companies.

We also hold ourselves to the highest standards of social and environmental responsibility. This means lots of different things, like operating carbon-neutrally and distributing a pair of glasses to someone in need for every pair we sell. (We’re big believers that businesses can scale and be profitable while doing good in the world.)

Of course, all work and no play makes an extremely dull office, and no one likes an extremely dull office. (We sure don’t.) As an employee at Warby Parker, you can look forward to company outings, guest speakers, volunteering opportunities, and other brain- (and/or taste-bud-) stimulating activities. It also doesn’t hurt that our team is just great company.

Some benefits and perks of working at Warby Parker:

  • Health, vision, and dental insurance
  • Flexible “My Time” vacation policy
  • Retirement savings plan with a company match
  • Parental leave (non-birthing parents included)
  • Cell phone plan reimbursement
  • A health-and-wellness stipend
  • Free eyewear (plus discounts for friends and family)
  • And more (just ask!)

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Made by Marc Köhlbrugge