Customer Experience Shift Manager, Sales at Ollie

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food tailored for each dogs nutritional needs and deliver directly to our customers doors. Through Ollies carefully crafted meals and health services for members dogs can truly live their healthiest happiest lives.As a member of our growing team youll take part in a company culture that cares deeply about its work and its team members.Come join the Ollie Canine Care team!Our customers want the best for their dogs and we share that passion. Were looking for a Customer Experience Sales Shift Manager to join our Canine Care Customer Experience team- a small dedicated group that ensures every dog (and their parent) has the best possible experience. We make sure that from box to bowl all our dogs (and their parents) have the best experience possible.The Customer Experience Sales Shift Manager will lead a team of customer experience Sales Associates and will report to the Director of Customer Experience. This is a remote position but we are only seeking candidates in the Nashville TN or Salt Lake City UT areas. What Youll Do:Lead and manage the Retention and Sales team within the Customer Experience department.Develop strategies to drive sales/retention and meet or exceed sales targets.Train and mentor the advocates and sales/retention team members enhancing their sales skills and overall professional development.Monitor individual and team performance ensuring KPIs and other goals are met.Handle escalated customer situations and resolve these in accordance with established business guidelines.Actively contribute to the sales team meeting and exceeding personal sales goals earning commission on each sale.Collaborate with the management team to interview recruit and onboard new team membersWork with CX management to implement best practices SOPs metrics and KPIs.Foster a culture of continuous improvement and consistently work toward implementing new brand guidelines in talk tracks scripts emails etc.Drive initiatives to fulfill our CX Vision of creating a world-class genuinely kind customer experience. Who You Are: You have experience working on a sales team in a customer experience department.Youve successfully managed a team and enjoy the balance of leadership and individual contribution.You are great at relationship-building- showing you care personally and challenging directly.You thrive in customer-facing roles and love engaging with people throughout the day.You are a good listener efficient and self-motivated with a patient and solution-oriented approach.You excel in both written and verbal communication providing clear and thoughtful responses to pup parents inquiries.You put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.Youre good at thinking on your feet and improvisation. You like finding new ways to tackle challenges; nothing catches you off guard.You prefer flexibility and guardrails over rigid rules.Youre a natural-born problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.Most importantly youre fun! You dont mind occasional sloppy dog kisses and appreciate a good meme.Bonus Points If: You have a Bachelors Degree from an accredited four-year college or university.You have previous experience leading a customer-facing team in a D2C products company- preferably pet products health foods or consumablesYou have experience with Gladly or a similar customer service platform is a plusYoure interested in working in a pet-friendly fast-moving environmentWhat Youll Get: Competitive salary commission and a stake in the company Sponsored 401k program with employer match up to 4% Comprehensive health coverage including medical dental and vision Unlimited vacation policy that youre encouraged to use Paid parental leave 1-week paw-ternity leave for new dog parents Free Ollie subscription Inspiring pack members!What We Value:Keeping Dogs At The HeartOur profound love for dogs unites us and drives and inspires every aspect of our business. Wewholeheartedly believe dogs make us better in life and at work.Being Courageous And KindWe create a safe inclusive space for everyone to show up as their authentic selves. We check our egos atthe door and speak our minds. We embrace diverse backgrounds and perspectives as they bring new anddifferent ideas and ways of working together.Setting New StandardsWe believe in continually raising the bar never settling for less than our best as a team and individuals. Wekeep improving from the quality of our products to our customer experience to how we work.Making Ollie The Best ChapterWe are building an impactful business while making memorable experiences with one another. We celebrateour successes learn from our failures and enjoy our collective journey. Our time at Ollie should be amilestone in our careers.If youd like to stand out tell us in your cover letter why youre interested in joining Ollie and how your skills match the responsibilities detailed in this posting. Ollie embraces diversity and equal opportunity. Were committed to building a team that represents a variety of backgrounds perspectives and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. For individuals with disabilities who would like to request an accommodation please include that in your application.Required Experience:Manager Key Skills Restaurant Experience,Labor Cost Analysis,Customer Service,Communication skills,Basic Math,Food Safety Experience,Management Experience,Shift Management,Employment & Labor Law,Leadership Experience,P&L Management,Supervising Experience Employment Type : Full-Time Experience: years Vacancy: 1