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Archipelago Customer Experience Team Sr. Manager

Company: OluKai
Location: Irvine
Posted on: May 27, 2023

Job Description:

Archipelago Customer Experience Team Sr. Manager
As Senior Manager, you will lead the customer experience team and cultivate a consumer-centric culture with a mission to deliver a best-in-class customer experience and build long-lasting relationships with our -online -customers.
To be successful in this position you must be a passionate leader of people and passionate about delivering the best customer experience possible, with the curiosity and love finding new innovative solutions to problems. You must be an advocate for change. -You must be tech-savvy and comfortable working with autonomy in a fast-paced, ever-changing environment. You should be highly organized and capable of operating on cross-functional teams and multiple levels of an organization.
The Customer

  • Create "day making" experiences for every consumer
  • Be the voice and advocate of the customer within the organization
  • Continue to evolve our DTC experience and exceed our customers' expectations every time

    The Business

    • Champion Voice of Customer insights throughout organization

      • Identify opportunities and share actionable insights about the customer journey/ experience back to the company

        • Partner with the DTC team create business-driving strategies that enhance the customer experience
        • Manage service-level agreements to ensure fast order and refund processing
        • Manage tools for chat, tickets and calls being used by the team; evolving when necessary
        • Oversee and manage the consumer order process from order place to fulfilment
        • Manage Fraud Prevention vendors and process
        • Manage Day Maker KPIs and provide weekly customer experience reports to the DTC team for distribution to the company
        • Responsible for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores for all 4 brands, reporting on them daily, weekly and identifying areas of improvement. Reporting to Senior Management of each of the 4 brands weekly and Executive Leadership Quarterly.
        • Serve as Client Experience Project Manager - partnering with Development and IT and other cross functional resources to develop and optimal digital client experience across web, mobile, and app platforms
        • Oversee the ongoing development and execution of department SOPs
        • Identify new systems and partners who can help us improve our level of service and efficiency

          The Team and Culture

          • Have fun every day
          • Directly manage and inspire the team to deliver a best-in-class customer experience via phone calls, emails, and live chats
          • Be a servant leader, with the support of Leads, manage the day to day functions of the team and provide backup when necessary
          • Oversee the hiring and onboard training program for new employees and seasonal staff
          • Develop staff through performance management, goal setting, training, and effective employee relations. Seek and implement process improvements regularly
          • Coach and mentor the team with ongoing employee training and development
          • Manage timecard approvals, vacation requests, and team coverage
          • Manage the formal performance review process for the department -
          • Create and implement regular team building events


            • Bachelor's degree required; Marketing background preferred
            • Minimum of 6 years of business experience
            • 5+ years direct to consumer customer experience
            • 3+ years of people management experience with a proven track record leading a team of 5 or more
            • Experience working with tech stack similar to ours - Shopify Plus, Full Circle (ERP), Re: Amaze (Help Desk + Live Chat), AirCall
            • Management of an outsourced as well as in house teams preferable
            • Exceptional interpersonal, verbal, and written communication skills
            • Must have experience interacting with customers via email, phone, and live chat
            • Comfortable working with autonomy in a fast-paced, ever-changing environment

              • Strong analytical skills with a proven ability to leverage data to drive continuous improvement

              • Self-directed in execution and require limited supervision in driving execution
              • Must be willing to jump into the trenches and support the team when needed

                Benefits and Perks:

                • The annual salary range for this position is $70,000 to $120,000 - plus opportunity for annual bonus; salary is based on the experience that you bring to the position
                • Complimentary (and amazing) chef prepared breakfast and lunch provided Monday - Thursday. Includes vegetarian options
                • Generous product gift program and all brand discounts
                • Growth opportunities within the Archipelago family of brands OluKai Kaenon Melin and Roark
                • Company bonus program
                • 5 year and 10 year Anniversary gifts to Hawaii and other desirable destinations
                • In-office gym and yoga classes
                • Medical, Dental, Vision insurance in accordance with plan guidelines
                • Company paid life insurance
                • 401k with employer match in accordance with plan guidelines
                • 15 Days of PTO plus one additional day of PTO every year on your anniversary and 3 Floating Holidays per year
                • Paid beach and giveback days, bi annual team building events and other in person celebrations
                • Work with talented and great people who share a love of the ocean lifestyle
                • Dog friendly office

                  *This is an in-office job Monday through Thursday, with flexibility to work from home on Friday. - Holidays and weekend work are required.

Keywords: OluKai, Irvine , Archipelago Customer Experience Team Sr. Manager, Executive , Irvine, California

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