Senior Manager of Customer Experience

Hub Office, Chicago, IL /
eCommerce & Growth – eCommerce & Growth /
Full-Time
Hey there, we’re Foxtrot.

Foxtrot is the digitally native evolution of the corner store – a one-stop shop for those seeking thoughtful curation that’s a reflection of themselves and their city – offering a curated collection of daily essentials in-store and delivered in under an hour via our app and website.  

Venture-backed by investors including Almanac Insights, David Chang, founder of Momofuku, Nicolas Jammet, Sweetgreen Inc.’s co-founder and co-chief executive officer, to name a few, Foxtrot is building a truly omnichannel brand that seamlessly marries e-commerce delivery, proprietary inventory technology, and the feel-good community of neighborhood stores.  

Our spaces offer all the most-loved aspects of neighborhood cafes – beautifully designed interiors that wrap you in the welcoming aroma of freshly brewed coffee, comfortable lounge areas to work and relax, and chef-prepared meals to snack on throughout the day – while bringing together mindful people, brands and goods to create a community of discovery and joy. 

Our e-commerce experience – highlighted by our swift app and online store – is powered by our proprietary inventory and operational technology to deliver a new kind of convenience that brings the store to your door in under an hour.  

Since launching our native app in 2013, we now operate a robust e-commerce business and have opened 16 retail stores in Chicago, DC and Dallas, and are rapidly scaling to take this first-of-its-kind omnichannel brand nationwide.

Foxtrot is seeking an experienced Senior Manager of Customer Experience to join our Ecommerce Fulfillment team. This role will be responsible for managing our Guest Relations team to ensure best-in-class customer service, will track down and resolve common customer defects, and surface actionable insights to cross functional stakeholders. Customer obsession is a part of our DNA at Foxtrot, so this position will have an influence on our marketing, merchandising, commissary, store, and delivery operations to ensure that we’re consistently exceeding the needs and expectations of our customers.

The ideal person for this role is analytical, resourceful, and results-oriented and has experience managing customer service teams and implementing best practices in fast-paced, growth environments.

Responsibilities:

    • Customer Service Management - manage Guest Relations team to improve performance through active coaching, increase customer satisfaction, and reduce response time through efficient scheduling
    • Customer Service Best Practices - establishing best practices, macros/FAQs, and SOPs to standardize performance and reduce resolution time across the Guest Relations team 
    • Analytical Prowess - improve KPI development and tracking for customer defects and SLAs; identify recommendations for performance improvement and growth both within the Guest Relations team (oversees customer service) and cross-functionally
    • Cross-functional Leadership - work collaboratively and effectively with other teams at Foxtrot to implement changes at the ground level and across disciplines. Track customer defects, root causes, and work with cross-functional teams to minimize defects.
    • Growth Mindset - analyze and recommend strategies and initiatives to grow the Foxtrot ecommerce business and ensure that we’re set up for success as we expand to new stores and new cities at a very fast clip
    • End-to-end Ownership - ability to own complex, high-impact initiatives from ideation to implementation in a fast-paced environment

Qualifications & Experience:

    • 5-8 years experience in customer service management roles; high-growth startup experience preferred and analytical experience a must
    • Ability to create and track performance metrics (KPIs) and drive a team towards success
    • Able to generate insights from data and able to synthesize issues and opportunities 
    • Positive, can-do attitude and true ownership mentalityBachelor’s degree required, MBA a plus
    • Must have received or be willing to receive the COVID-19 vaccination by date of hire to be considered. Proof of vaccination required.
And we couldn’t round this out without mentioning some of the perks of working here, right? Beyond the monthly store credit and all the coffee you could drink, you’ll also enjoy our comprehensive (and growing) benefits program, paid time off, and an employee discount at our shops. *

* program & eligibility rules do apply