E-Commerce Customer Experience Director

4 days ago


Englewood, Colorado, United States Style Crest Enterprises Inc Full time

About the Role

This E-Commerce Customer Service and Operations Manager role is a critical position within our company, responsible for ensuring the delivery of excellent service to our customers and driving business growth through strategic planning and execution.

Main Responsibilities

  • Manage the CS team and execute the lead CS role:
    • Responding to incoming tickets and phone calls
    • Growing relationships with key customers
    • Final authority for issue escalation and resolution
  • Develop KPI's for the Customer Service Team and ensure performance against them
  • Provide coaching and development for CS team members
  • Develop and implement onboarding and training program for new hires
  • Improve ticketing system to increase employee efficiency and effectively support business unit growth
  • Implement web chat support
  • Effectively support both business and retail customers on the Mobile Home Outfitters website
  • Work with internal teams to ensure on-time order fulfillment, resolve order fulfillment issues and ensure an excellent end-to-end customer experience

Benefits and Compensation

The estimated salary for this position is $80,000 - $110,000 per year, depending on experience and qualifications. Additionally, we offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.



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