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Warby Parker is on the lookout for a seasoned Senior Manager to join our Customer Experience (CX) Analytics & Process Management team. In this role, youll be instrumental in flipping the script when it comes to the traditional customer experience philosophy. You will shape the team's future by setting & communicating priorities & expectations. Youll report to our Senior Operations Analyst & manage projects that allow our team to exceed customers expectations consistently. In addition, you will partner with our broader Operations team on collaborative projects that drive performance & efficiency. Sounds like your cup of tea (or yerba mate or coffee)? Read on!

 What you'll do:

  • Ensure Warby Parker is the leader in delivering exceptional, integrated, & seamless customer experiences by making sure projects are successful 
  • Identify areas for improvement in key customer journey opportunities & lead the implementation of becoming the CX subject matter expert & integrate the value proposition within all cross-functional projects, activities, & priorities
  • Collaborate with internal & external stakeholders such as our Finance, Product Strategy, Brand Management, & Technology teams to create seamless customer experiences 
  • Manage, organize, & execute strategic projects, representing CX/Operations in cross functional activities at Warby Parker to ensure requirements are represented accurately 
  • Shape CX into a successful & data-driven revenue-generating team with clear metrics & targets 

Who you are:

  • Backed by 5-8 years of hands-on process improvement experience, specifically in areas such as customer experience, data analysis, or operations
  • Equipped with 3-5 years of experience working in a customer contact center environment 
  • Strong understanding of a multi-channel customer care department  
  • A data-driven decision-maker who blends sound business judgment with strong analytical thinking
  • An excellent communicator who is able to clearly convey a team vision & motivate individuals to take action
  • Experience leading projects & collaborating with others to achieve goals
  • Knowledgeable about the latest customer service technologies & systems

Extra credit: 

  • COPC Certified - Best practices for Customer Experience Operations

About Us:

Warby Parker was founded with a mission: to inspire & impact the world with vision, purpose, & style.

Were constantly asking ourselves how we can do more & make a greater impactand that starts by reimagining everything that a company & industry can be. We want to demonstrate that a business can scale, be profitable, & do good in the worldwithout charging a premium for it. And weve learned that it takes creativity, empathy, & innovation to achieve that goal.

Since the day we launched in 2010, weve pioneered ideas, designed products, & developed technologies that help people see. We offer everything our customers need for happier eyes at a price that leaves them with money in their pockets, from designer-quality glasses & contacts to eye exams & vision tests. 

Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program. Over eight million pairs of glasses have been distributed in over 50 countries; that means eight million people now have the glasses they need to learn, work, & achieve better economic outcomes. 

At Warby Parker, you can look forward to company outings & events, volunteering & learning opportunities, & just great company filled with curious, kind folks. Dreaming up & sharing ideas arent responsibilities reserved for certain teams or leaders; the challenge (a really fun one) of innovation is on all of our shoulders. Teammates can also connect around common interests, backgrounds, & identities, no matter their home base, through our various employee resource groups. (Were happy to say that the Human Rights Campaign has named us a Best Place to Work for LGBTQ+ employees!) That sense of community & belonging keeps us excited to walk through the door every day, wherever that door may be. 

We're driven to continue building a workplace, based on inclusive behaviors & equitable systems, where all employees can bring their authentic selves, feel engaged, & share their perspectives as a valued member of Team Warby. Transparency is what were all about, & our annual Impact Report & Racial Equity Strategy lay out how were sticking to these values. 

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