CX Manager - Emails

Job Title: CX Manager - Email

Job Type: Full-Time Remote

Schedule: MUST be open to working night/weekend shifts - 40+ hours/week (Exempt)

About ARMRA: ARMRA is reimagining the paradigm of immune health by developing natural products that harness bioactives from colostrum - nature's 300 million year old superfood. With the modern environment evolving and everyday chemicals, pollutants, pathogens, and processed ingredients threatening our mental and physical state, our bodies need protection now more than ever. At ARMRA, we use proprietary, Cold-Chain BioPotent Technology, and leverage immune intelligence to protect, restore, and enhance complete immune health and cellular performance. Harnessing the power of colostrum and its 400+ bioactive nutrients, we bring together technology and superfood science, empowering you to face the modern world head on.

We are research-driven and committed to transparency, safety, clean product development, and environmental sustainability. This is an exciting opportunity to work with a high-growth consumer health startup that is rebranding a category and changing the paradigm of health for the modern era.

The Role: At ARMRA, we're driven by a commitment to excellence in every aspect of our operations. We are looking for a Customer Experience Manager of Emails to be at the forefront of shaping our customer interactions through our email channels. Your expertise will be pivotal in ensuring seamless communication, optimization of processes, and ultimately enhancing the overall customer experience. 

Responsibilities: 

• Strategy Development: Develop and implement a comprehensive strategy for optimizing customer service operations to enhance efficiency and satisfaction.
• Process Optimization: Analyze existing customer service processes and identify opportunities for streamlining SOPs
• Performance Monitoring: Monitor key performance indicators (KPIs) to measure the effectiveness of process optimization initiatives. Monitor performance metrics regularly and make adjustments as needed to ensure goals are met.
• Cross-functional Collaboration: Collaborate with other departments such as Operations, Marketing, Social Response, and product development to ensure alignment of customer service operations with overall business objectives and customer needs.
• Team Leadership: Provide guidance, support, and mentorship to Team Leaders, Coaches, and Quality Analysts ensure team success.
• Vendor Management: Manage relationships with outsourced vendors to ensure KPI’s and performance goals are met within contract terms. Provide client feedback daily to drive vendor agent performance and adherence to ARMRA standards.
• Training and Development: Establish training programs and provide ongoing support and education to promote growth and development.
• Continuous Improvement: Stay updated on industry trends and best practices related to customer service operations. Continuously seek opportunities to innovate and improve processes to deliver an exceptional customer experience.
• Quality Assurance Delivery: Complete regular quality evaluations to provide agents with feedback on areas of improvement and ensure adherence to ARMRA’s expectations for interaction handling. 

Skills/Qualifications:

• Bachelor’s degree or equivalent preferred
• 3+ years of experience in management in a contact center environment
• 5+ Years of call center experience, e-commerce is a plus
• Excellent communication, negotiation, and relationship-building skills.
• Highly organized with a strong attention to detail and the ability to manage multiple priorities effectively.
• Proficiency in Google Workspace, including Sheets and Slides.
• Experience with demand planning and forecasting tools is a plus.
• Ability to communicate effectively with CX leadership, bringing road bumps and concerns up quickly for a quick resolution

Stand-Out Skills: 

• Effective Communication with Leadership: Skilled in promptly communicating roadblocks and concerns to CX leadership for swift resolution.
• Empathy and customer focus: Demonstrates a customer-centric approach, showing understanding and care in addressing customer concerns and feedback.  
• Organizational and Time Management Skills: Efficiently manage up 15+ agents, prioritize tasks, and ensure timely responses to maintain customer trust and satisfaction. 
• Technical Proficiency: Proficient in using CRM platforms such as Gorgias and other relevant tools.
• Problem-solving Abilities: Capable of identifying issues, thinking critically, and providing effective solutions to enhance the customer experience.
• Collaboration and Teamwork: Works well with other team members, including cross-departmental collaboration and direct interaction with our customer experience agents. 

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.