Customer Experience Enhancement Manager

5 days ago


New York, New York, United States Away Full time
About the Role

We are seeking a skilled Customer Experience Enhancement Manager to join our Quality Assurance team at Away. This role reports to the Senior Director of Quality Assurance & Packaging and is responsible for directing personnel and resources towards providing quality, cost-effective value-added services across product categories.

Key Responsibilities
  • Oversee the development, qualification, operations, and future roadmap of enhancement service that includes product decoration/personalization, the return and refurbishment process, outbound optimization and customer self-service program with internal teams and external vendors.
  • Develop new tools to drive process efficiencies using technologies and software, including 3D printing, CNC, Laser Cutters, CAD and Illustrator.
  • Drive P&L performance and revenue within the PSN function, focusing on scaling operations and driving profitability.
  • Troubleshoot monogramming execution with vendors and communicate informed recommendations for process improvements or changes to internal teams.
  • Manage team across two warehouse facilities: QA Supervisor and QA Inspector.
Requirements and Qualifications
  • A minimum of significant professional experience working directly with personalizable products, including working directly with enhancement service techniques.
  • Technical personalization skills, including experience managing the functioning of digital printers, embroidery machines, laser engraving machines and/or foil stamping machines for consumer goods.
  • Strong fabric and material knowledge; experience with color management and/or 3D modeling/graphic digitizing strongly preferred.
  • The ability to work autonomously on projects and share status updates at a high and detailed level.
  • Multitasking skills, with the ability to juggle and prioritize multiple tasks and projects simultaneously and successfully.
What We Offer

A competitive salary in the range of $120,000 - $128,000 annually, commensurate with qualifications and experience.

This role is eligible to participate in Away's Annual Company Performance Incentive Bonus Plan.

Equity Grant: commensurate with level determined at the discretion of the company.

Benefits Overview:

  • Take care of yourself and your family through our health insurance offerings.
  • Invest in your future by participating in our 401(k) (with a company match).
  • Find balance through our many paid time off programs (vacation, wellbeing, holidays, Summer Fridays, and compassion leave).
  • Build your travel uniform through discount codes, product stipends, and giveaways.
  • Give back through company-sponsored volunteer and charitable opportunities.

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