thevolume
Senior Manager, Operations & CX
At a Glance
- Location
- New York, United States
- Employment
- full_time
- Experience
- 5–7 years
- Compensation
- salary range for this role is $85,000 - $95,000 USD. Compensation subject to
Key Requirements
Domain Knowledge
- E-commerce
- Logistics
- Media
Requirements
5-7 years of experience in a customer-facing role in e-commerce, apparel, or a related industry.
Direct experience managing 3PL relationships to ensure seamless order processing, timely shipping, and prompt resolution of recurring issues.
Strong written communication skills with a customer-first mindset.
Comfortable working across teams and holding vendors accountable to high standards.
Familiar with e-commerce platforms or CRMs (Shopify, Gorgias, Zendesk or similar tools is a plus).
Responsibilities
Respond to customer inquiries via email with clear, helpful, and timely communication.
Resolve issues with a focus on customer satisfaction, always using sound judgment and empathy.
Track and manage customer orders, shipping updates, and return requests.
Process refunds, track and resolve logistics issues as they arise (wrong items, defective items, lost shipments)
Maintain clear and accurate records of customer interactions, resolutions, and logistics updates.
Look for opportunities to streamline internal processes and improve the overall customer experience, including helping to develop standard operating procedures (SOPs) for handling returns, exchanges, incorrect or damaged items, and lost shipments.