Manager, Customer Experience (Good Chop)

We’re looking for a  Customer Experience Manager to join Good Chop’s dynamic Operations team. This person will play a pivotal role in managing Good Chop’s end to end customer care experience, ensuring all of our customers receive exceptional service every time they interact with a customer care agent. This person will balance customer centricity with operational rigor, continuously identifying and implementing opportunities to improve the customer experience across teams.  You will …  Develop and own our CX strategy : Transform customer care from a reactive support function to a proactive experience driver, measurably building loyalty and revenue. Supervise Customer Care agents: Manage our team of customer care agents, including: monitoring their performance and compliance, conducting quality assurance (QA) audits, updating and designing SOPs, and implementing changes that will result in stronger performance and a better customer experience.     Manage learning & development : Ensure our agents are equipped with the best and most up to date content and training materials to provide best in class customer service. Own performance management : Own and analyze key performance metrics (NPS, Customer Satisfaction, Customer Effort, Cancellation Rate, Avg Order Rate, QA scores) to continuously improve service quality and operational efficiency. Gather the voice of the customer : Build robust feedback loops to ensure the customer's voice informs