Customer Experience Director

3 weeks ago


Alexandria, Virginia, United States Yaylunch Full time
About Yay Lunch

We are a new business concept with a mission to empower local communities by connecting people to real food, made fresh daily. Our goal is to provide a meal solution that improves food quality and access, while supporting local vendors and removing pain points for school administrators and parents.

Job Title: Senior Manager, Customer Service

We are seeking a seasoned Customer Experience expert to develop a vision and build a best-in-class customer support team at Yay Lunch. In this role, you will be instrumental in providing an extraordinary experience to parents and other customers of our service.

Key Responsibilities:
  • Lead and build a customer-centric, motivated, and high-performing customer experience organization
  • Strategically scale the customer experience team in a cost-effective manner and manage against productivity, quality, and procedures
  • Listen to customer needs and develop clear feedback mechanisms between customer support and cross-functional teams to help Yay Lunch constantly improve and provide a best-in-class school meal service
  • Build out training programs to most effectively scale our CX organization with an eye towards hiring and developing great talent
  • Continuously drive improvements and efficiencies throughout our customer experience using technology
  • Work closely with our founders and functional leaders to ensure we are creating the best experience for Yay Lunch customers
  • Develop plans to help drive penetration and retention metrics
Requirements:
  • At least 4+ years of experience in customer service
  • Understanding of complex business operations and budgeting is a plus
  • Track record of launching and scaling tech support systems and teams
  • 2+ years of experience with managing teams
  • Knack for inspiring and motivating teams and leaders at all levels
  • Empathetic and strong interpersonal skills
  • Data-driven decision making and strategic planning
  • Problem-solving skills with a passion for serving others and the patience to stay calm under pressure
  • Good leadership skills with the ability to listen, coach, and think on your feet to provide solutions
  • 100% customer-focused
  • Excited by a high-volume work environment and talking to lots of customers
  • Organized, analytical, and detail-oriented
  • Experience working in early-stage, high-growth, operationally driven businesses
What We Offer:
  • Base salary + bonus + options
  • Full medical/dental
  • Unlimited PTO
  • Always remote
  • 401k plan
  • 1-time office set-up stipend
  • Monthly stipend for data, home office, and/or workspace

This is a fully remote position, however, strong preference will be given to candidates residing in our existing markets (VA, MD, NJ, Philadelphia, and Atlanta).



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