Customer Service and Order Fulfillment Manager

Job Description This is a remote position. Overview: This senior-level role combines strategic oversight of customer service and order fulfillment with cross-departmental collaboration, ensuring that our operations are aligned with our mission to provide exceptional historical content to our subscribers. The ideal candidate will possess a strong background in customer experience management, e-commerce operations, and team leadership, along with exceptional communication skills to navigate complex situations and foster collaboration across the organization. Key Responsibilities: ● Strategic Leadership: Develop and execute a customer experience strategy that enhances satisfaction, retention, and loyalty while driving operational excellence across customer service and fulfillment. ● Team Development: Build, mentor, and lead a high-performing customer service and fulfillment team, instilling a culture of excellence, accountability, and continuous improvement. ● Operational Oversight: Manage the end-to-end order fulfillment process, ensuring accuracy, timeliness, and quality in delivering our historical documents and products to customers. ● Cross-Department Collaboration: Work closely with marketing, product development, and logistics teams to ensure alignment of customer service initiatives with business objectives, driving synergy and enhancing overall customer satisfaction. ● Data-Driven Insights: Analyze customer feedback and service metrics to inform decision-making, improve operational efficiency, and identify areas for strategic growth. ● Issue Resolution: Proactively address complex customer complaints and issues, devising effective solutions that uphold company values and foster long-term relationships. ● Performance Management: Establish and monitor key performance indicators (KPIs) related to customer experience and fulfillment operations, providing regular updates and actionable insights to the executive team. ● Best Practices Implementation: Develop and implement standard operating procedures (SOPs) for customer engagement and fulfillment processes, ensuring consistency and efficiency across the organization. Qualifications: ● Bachelor’s degree in Business Administration, Communications, or a related field; advanced degree preferred. ● Minimum of 10 years of experience in customer experience management, with at least 5 years in a leadership role within e-commerce or subscription-based environments. ● Proven track record of successfully leading and scaling customer service and fulfillment teams. ● Strong analytical skills with experience in CRM and order management systems; proficiency in data analytics tools to monitor performance and identify improvement opportunities. ● Exceptional organizational skills and the ability to manage multiple priorities in a fast-paced environment. ● Strong problem-solving abilities and capacity to make informed decisions under pressure. ● Outstanding written and verbal communication skills in English, with an emphasis on stakeholder engagement and collaboration. Desired Skills: ● Extensive experience in subscription-based business models is highly preferred. ● Knowledge of logistics, supply chain management, and fulfillment operations. ● Proficient in Microsoft Office Suite (Excel, Word, Outlook) and Google Workspace (Google Docs, Google Sheets). ● Experience with project management tools (e.g., ClickUp) and customer support platforms (e.g., Gorgias). ● Familiarity with Shopify and e-commerce best practices is a plus.