Warby Parker is hiring a

Manager, CX Support Services (based in Nashville, TN)

Nashville, United States

Warby Parker is seeking a driven Manager to lead our Customer Experience Engagement (CXE) Support Services team and oversee the growth of our Quality Assurance, Escalations, and Support Services  programming. As a critical member of CXE, you’ll strategize with leadership to develop plans that enable and guide the team to consistently exceed customers’ expectations. In addition, you will establish quality standards, escalation standards, and implement effective processes and policies that ensure world-class service. Sound like you? Read on!

What you’ll do:

  • Oversee performance, engagement, retention, and development for Support Services managers and team members
  • Maintain strong stakeholder relationships across the organization to drive continuous improvement and a strong net promoter score (NPS) 
  • Track and report customer retention trends and partner with appropriate teams to implement solutions to drive customer value
  • Design quality rubrics and performance measures for roles across the organization and our external partners to ensure every team member interacting with customers delivers a best-in-class customer experience
  • Manage CX escalation volume including our most sensitive customer interactions through effective communication, collaboration, delegation, and sense of urgency
  • Lead Optician team quality, productivity, and performance with a dotted line to Operations Quality to drive down multiple order issues & drive customer retention 
  • Guide business decisions and strategies with Quality Management System partner to ensure our systems support our vision
  • Work cross-functionally with Operations Quality to align Quality Assurance calibration practices, update quality rubrics, manage optician process and share quality opportunities 
  • Hire and scale best-in-class team based on headcount model in partnership with Talent Acquisition

Who you are: 

  • Backed by 5-7 years of management experience in a fast-paced, high-growth organization
  • An effective manager with the desire to cultivate leadership and high performance
  • A data-driven decision-maker who blends sound business judgment with strong analytical thinking
  • This position operates in a hybrid-capacity and requires you to be in the office at least 3 days a week
  • A team player who communicates well—clearly, kindly, often—within our department and across the company
  • A solid understanding of the latest customer service technologies and systems
  • Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)

Some benefits of working at Warby Parker for full-time employees:

  • Health, vision, and dental insurance
  • Life and AD&D Insurance
  • Flexible vacation policy
  • Paid Holidays
  • Retirement savings plan with a company match
  • Parental leave (non-birthing parents included)
  • Short-term disability
  • Employee Assistance Program (EAP)
  • Bereavement Support
  • Optical Education Reimbursement
  • Free eyewear
  • And more (just ask!)

Warby Parker requires all newly hired in-person or hybrid employees to be fully vaccinated against COVID-19 by their start date. Warby Parker is an equal opportunity employer and will provide reasonable accommodation, as necessary with federal, state, or local law, to those individuals who are unable to be vaccinated.

If you are a California resident, please review the additional privacy disclosures available in Section 8 of our Privacy Policy, which provides a summary of how we collect, use, disclose, and share personal information about you and explain your rights under the California Privacy Rights Act (“CPRA”).

About Us:

Warby Parker was founded with a mission: to inspire and impact the world with vision, purpose, and style.

We're constantly asking ourselves how we can do more and make a greater impact, and that starts by reimagining everything that a company and industry can be. We want to demonstrate that a business can scale while doing good in the world, without charging a premium for it. And we’ve learned that it takes creativity, empathy, and innovation to achieve that goal.

Since the day we launched in 2010, we’ve pioneered ideas, designed products, and developed technologies that help people see. We offer everything you need for happier eyes at a price that leaves you with money in your pocket, from designer-quality glasses and contacts to eye exams and vision tests, and you can meet us online, at our stores, or even in your home. Wherever and whenever you need it, we’re there to make exceptional vision care simple and accessible. (Delightful, too.)

Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program.

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