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Stord is a rapidly growing commerce-enablement platform that powers seamless checkout through delivery for leading brands. The company manages over $10 billion in commerce annually through its fulfillment, warehousing, transportation, and software suite (OMS, Pre- and Post-Purchase, WMS). Stord is on track to double revenue in the next 18 months and is strategically scaling teams across the organization.
As Customer Experience Manager I, you will serve as the primary liaison between customers and internal teams (operations, IT, finance). You'll be responsible for understanding client service needs, ensuring smooth execution of service solutions, and optimizing the overall customer experience.
Key responsibilities include:
- Acting as the main point of contact between customers and internal teams to address service needs and ensure business alignment
- Identifying and communicating client service requirements to cross-functional teams, ensuring effective execution and adherence to SLAs
- Overseeing management and implementation of complex service solutions for seamless customer program execution
- Partnering with account leadership on business transformation efforts to enhance service processes and operational efficiency
- Leading and coordinating customer business reviews with strategic insights and recommendations
- Auditing customer invoices, tracking accounts receivable, and facilitating timely issue resolution
- Maintaining comprehensive documentation including meeting notes and action items
- Collaborating with management to identify and convert growth opportunities
You'll need proven experience in customer experience, account management, or related field. Strong ability to manage multiple priorities in a fast-paced environment, excellent communication and relationship-building skills, analytical mindset with attention to detail, and experience with financial processes including invoice auditing and A/R management. Experience in supply chain, warehouse fulfillment, ecommerce, SLAs, operational metrics, business transformation, or CRM tools is a plus.
