Customer Experience Shift Manager, Sales

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog's nutritional needs, and deliver directly to our customers' doors. Through Ollie's carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.

As a member of our growing team, you'll take part in a company culture that cares deeply about its work and its team members.

Come join the Ollie Canine Care team

Our customers want the best for their dogs, and we share that passion. We're looking for a Customer Experience Sales Shift Manager to join our Canine Care Customer Experience team- a small, dedicated group that ensures every dog (and their parent) has the best possible experience. We make sure that, from box to bowl, all our dogs (and their parents) have the best experience possible.

The Customer Experience Sales Shift Manager will lead a team of customer experience sales associates and will report to the Director of Customer Experience.

This is a remote position, but we are only seeking candidates in the Nashville, TN, or Salt Lake City, UT areas.
What You'll Do:

• Lead and manage the Retention and Sales team within the Customer Experience department
• Develop strategies to drive sales/retention and meet or exceed sales targets
• Train and mentor the advocates and sales/retention team members, enhancing their sales skills and overall professional development
• Monitor individual and team performance, ensuring KPIs and other goals are met
• Handle escalated customer situations and resolve these in accordance with established business guidelines
• Actively contribute to the sales team, meeting and exceeding personal sales goals, earning commission on each sale
• Collaborate with the management team to interview, recruit, and onboard new team members
• Work with CX management to implement best practices, SOPs, metrics, and KPIs
• Foster a culture of continuous improvement and consistently work toward implementing new brand guidelines in talk tracks, scripts, emails, etc
• Drive initiatives to fulfill our CX Vision of creating a world-class, genuinely kind customer experience.

Who You Are:

• You have experience working on a sales team in a customer experience department
• You've successfully managed a team and enjoy the balance of leadership and individual contribution
• You are great at relationship-building- showing you care personally, and challenging directly.
• You thrive in customer-facing roles and love engaging with people throughout the day
• You are a good listener, efficient, and self-motivated, with a patient and solution-oriented approach
• You excel in both written and verbal communication, providing clear and thoughtful responses to pup parents' inquiries.
• You put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own
• You're good at thinking on your feet and improvisation. You like finding new ways to tackle challenges; nothing catches you off guard
• You prefer flexibility and guardrails over rigid rules
• You're a natural-born problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you
• Most importantly, you're fun You don't mind occasional sloppy dog kisses and appreciate a good meme

Bonus Points If:

• You have a Bachelor's Degree from an accredited four-year college or university
• You have previous experience leading a customer-facing team in a D2C products company- preferably pet products, health foods, or consumables
• You have experience with Gladly or a similar customer service platform is a plus
• You're interested in working in a pet-friendly, fast-moving environment

What You'll Get:

• Competitive salary, commission, and a stake in the company
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Unlimited vacation policy that you're encouraged to use
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Free Ollie subscription
• Inspiring pack members

What We Value:

Keeping Dogs At The Heart

Our profound love for dogs unites us and drives and inspires every aspect of our business. We

wholeheartedly believe dogs make us better in life and at work.

Being Courageous And Kind

We create a safe, inclusive space for everyone to show up as their authentic selves. We check our egos at

the door and speak our minds. We embrace diverse backgrounds and perspectives as they bring new and

different ideas and ways of working together.

Setting New Standards

We believe in continually raising the bar, never settling for less than our best as a team and individuals. We

keep improving from the quality of our products to our customer experience to how we work.

Making Ollie The Best Chapter

We are building an impactful business while making memorable experiences with one another. We celebrate

our successes, learn from our failures, and enjoy our collective journey. Our time at Ollie should be a

milestone in our careers.

If you'd like to stand out, tell us in your cover letter why you're interested in joining Ollie and how your skills match the responsibilities detailed in this posting.
Ollie embraces diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.