Senior Customer Experience Manager

About Nabis

Nabis is the #1 Licensed Cannabis Wholesale Platform in the world with the largest portfolio of cannabis brands, supplying hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.

We're at the forefront of this movement and are building an innovative technology-first platform to scale the entirety of the cannabis industry. Through dedication to enhancing efficiency, transparency, and customer satisfaction, Nabis is paving the way for sweeping legalization.

Our team, backed by Y Combinator and from a celebrity roster of tech luminaries and celebrities, including Doordash co-founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch cofounder Justin Kan, is scaling the cannabis supply chain with technology and our ultimate goal is to become the largest distributor of cannabis products in the world.

The Role

Nabis is seeking a Senior Customer Experience Manager to play a critical role in improving, scaling, and expanding our Customer Experience Department. This role will focus on enhancing operational workflows for our Support Teams and managing client relations. The ideal candidate is highly organized, strategic, and data-driven with excellent leadership skills, and is adept in P&L management, logistics, and customer support/business operations.

The Senior Customer Experience Manager will be tasked with leading teams that provide support internally and externally via multiple channels, and managing evolving requirements while maintaining operational KPIs aimed at productivity, sustainability, and high touch customer service. This pivotal role contributes significantly to Nabis's operational efficiency and expansion of service through the refinement and implementation of operational standards and processes.

Job Responsibilities:

• Lead efforts to create and maintain outstanding experiences for our customers
• Works with cross-departmental stakeholders to ensure that processes are rolled out and executed efficiently
• Responsible for developing and executing strategies to enhance customer satisfaction, loyalty, and advocacy while driving continuous improvement across all customer-facing channels
• Implement and maintain well-documented operational best practices, optimizing processes for efficiency and scalability
• Collaborate with senior management to align operating teams with strategic business goals
• Develop, monitor, and report on key performance indicators (KPIs) to measure operational performance and identify areas for improvement
• Lead continuous improvement initiatives, leveraging technology and data analytics to enhance operational efficiency and customer satisfaction.
• Team Management: Lead and mentor a diverse team, fostering a culture of excellence and collaboration
• Resource allocation considering annual planning/budgeting, staffing, and utilization of internal staff
• Designing long-term strategies and mechanisms to ensure the right outcomes for the business and customers
• Developing and maintaining relationships with key stakeholders at outsourced contact center location(s)
  
  

Qualifications:

• Bachelor's degree in Business Administration, Supply Chain Management (IEOR), mathematics, or a related analytical field
• 5+ years of experience in operations management, high-growth start-up, or consulting
• Strong experience in operational leadership roles managing both on-site and remote teams at companies with complex and high-growth in-person markets
• Excellent analytical, problem-solving, and decision-making skills
• Proficiency in Microsoft Office and the capability to conduct complex analysis using modeling techniques
• Detail-oriented, process improvement-focused, self-motivated, and energetic, with the drive and ability to learn new skills and grow with the role
• Experience communicating with business owners and high-level leadership
• Experience with CRMs and ticketing softwares (e.g. ZenDesk, Airtable)
• Ability to handle multiple priorities and navigate complex regulatory environments
  
  

WHY YOU'LL LOVE WORKING AT NABIS!

• You'll work at the fastest-growing cannabis startup in the U.S.
• Medical/Dental/Vision: 75% of employee premium paid by Nabis
• Competitive salary between $80k-$100k dependent upon experience
• Flexible PTO policy
• 401(k) plan with a match.
  
  

Nabis is an Equal Opportunity Employer

Nabis is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Nabis are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.