Customer Experience Manager, Ecommerce, NYT Wirecutter

5 years direct/related experience in ecommerce operations or customer experience management

3+ years of technical knowledge of Gorgias and Shopify

Experienced with adapting, pivoting, and prioritizing goals, working with ambiguity.

Excellent communication, presentation, organizational, and problem-solving skills

Demonstrated ability to work independently and collaboratively with company partners

The New York Times Wirecutter is looking for an experienced Customer Experience Manager to oversee the end-to-end customer journey and experience for our new ecommerce business. You will develop our customer support infrastructure. This infrastructure includes our service strategies, training programs, and standard operating procedures. These procedures ensure our team provides an excellent, high-quality experience. You will also be the lead owner and manager of Gorgias, our support platform. This role is a hybrid role reporting to the Director of Operations. You can typically expect to be in the office 3 days per week.

You will be the strategic bridge between our customers and our global suppliers. You will manage these supplier relationships, holding our partners accountable to high standard Service level agreements (SLAs) and resolving fulfillment bottlenecks. We are looking for a proactive problem-solver who can translate data into applicable insights to ensure operational excellence as we scale.

You will be the internal product owner for Gorgias, our customer support platform. You will build automated workflows, intent-based rules, and self-service tools to maintain a high deflection rate -- managing all incoming inquiries by email and chat, to guarantee an excellent customer experience.

You will develop a comprehensive Customer Care Playbook to govern our support operational processes.