Customer Delivery Experience Manager

1 week ago

New York, New York, United States Capsule Pharmacy Full time
About the Role

We are seeking a highly skilled Customer Delivery Experience Lead to join our team at Capsule Pharmacy. As a key member of our operations team, you will be responsible for ensuring a seamless and delightful delivery experience for our customers.

Key Responsibilities:

  • Partner with our pharmacy operations, logistics, and other teams to ensure a frictionless delivery experience for our customers.
  • Be the primary point of contact between Logistics, Pharmacy Experience, and Pharmacy Operations teams across the nation while orders are in transit.
  • Triage delivery-related issues and resolutions, customer inquiries, and information updates.
  • Be a subject matter expert in final mile logistics and customer support.
  • Assist logistics teams in new markets as they scale in management of order volume and geographic territory.
  • Test and support the development and implementation of new logistics protocols and procedures.
  • Manage all communication with internal teams (Pharmacy Experience and Operations) and external stakeholders to ensure a seamless delivery experience.

About You:

  • You take pride in enabling the best work of others on the team.
  • You think ahead to anticipate the needs of your teammates and you give and get all the facts making it easy for others to make decisions.
  • You drive results in a way that makes everyone better.
  • You accomplish ambitious objectives while uplifting the team around you.
  • You're a magnet for team members looking to get better and be successful.
  • You work hard and want to have fun while you do so.
  • You celebrate wins and remember to enjoy the journey as we build something iconic.
  • You can work both fast and right and don't view them as trade-offs.
  • You understand when things require precision and accuracy and where 80% gets you to the desired outcome.
  • You thrive on being pushed and challenged.
  • You communicate effectively both in written form and live/on your feet - you are not fazed by tough questions in the moment.
  • You strike the right balance of putting enough work in to share something, but not going off into a corner for weeks at a time to polish something to perfection.
  • You operate like an owner & expect others to as well.
  • You take personal responsibility and value personal responsibility in others.
  • You check your ego at the door.
  • You are interested in finding the right answer vs. always having the right answer.

Requirements:

  • You have 1-3 years of supervisory experience in a customer-focused role preferably within an Operations/Logistics environment.
  • You have a strong service mindset and thrive in a fast-paced environment.
  • You are passionate about providing an excellent customer experience.

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