Customer Experience Operations Lead
June 6
🏢 In-office - San Francisco
Description
• Project manage initiatives around fraud prevention, privacy, self-serve enhancements, and growth • Develop KPI dashboards and track progress to goals • Build, maintain, and analyze KPI dashboards and reporting for CX team and cross functional partners • Own maintenance and updates of support CRM • Use data to root out inefficiencies, suggest workflow and process improvements • Assist in cross-functional data projects to drive CSAT, shipping + fulfillment adjustments, return behaviors and policy initiatives • Communicate investigative findings and reports to management • Represent Rothy’s brand in tone, voice and affinity
Requirements
• 2+ years of experience in an analytically focused role or direct fraud management experience • SQL and Google Suite experience required • Lookr/Gladly/Shopify experience preferred • Ability to work autonomously and take initiative • Strong critical-thinking capabilities to identify patterns from complex large data sets • Positive attitude with excellent interpersonal skills • Ability to work in a team environment and adapt to changing workload and circumstances effectively
Benefits
• Generous paid time off • 401k matching • Comprehensive health plans for you and your family • Supplemental mental health benefits • Monthly wellness reimbursement • Employee Discount Program!
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