Customer Experience Manager - Standalone Parcel

ABOUT STORD

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like True Classic, Native, Seed Health, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

ABOUT THE ROLE
As a Customer Experience Manager I - Parcel, you will serve as the primary liaison between our high-volume parcel shipping customers and internal teams, including Operations, Product, and Engineering. You will focus exclusively on supporting customers using Stord Parcel, helping them optimize their US domestic shipping strategies, carrier diversification, and last-mile delivery performance. Your goal is to ensure a seamless onboarding experience and provide continuous strategic support to help brands achieve faster delivery times and improved margins.

What You'll Do

• Primary Point of Contact: Act as the main liaison for Stord Parcel customers, ensuring business alignment and addressing specific shipping and logistics needs.

• Strategic Delivery Experience: Partner with customers to optimize their delivery experience, focusing on KPIs such as delivery speed, shipping costs, and carrier performance.

• Integration Support: Guide customers through the integration of their systems with the Stord Parcel platform to ensure seamless program execution.

• Carrier & Market Expertise: Serve as a resource for customers on the US domestic parcel landscape, including rate optimization and diversification across national and regional carriers.

• Business Reviews: Lead and coordinate customer business reviews, offering strategic insights to enhance service outcomes and drive sustained customer loyalty.

• Financial Accuracy: Audit parcel invoices, track outstanding accounts receivable (A/R), and facilitate timely resolution of financial discrepancies.

• Cross-Functional Feedback: Collaborate with Product and Engineering teams to provide customer feedback that influences the Stord Parcel technology roadmap.

What You'll Need

• Industry Experience: Proven experience in customer experience or account management, specifically within Supply Chain, Warehouse Fulfillment, or Ecommerce.

• Parcel Knowledge: A strong understanding of parcel shipping logistics, including carrier management (FedEx, UPS, USPS), sortation, and last-mile delivery.

• Technical Familiarity: Familiarity with Warehouse Management Systems (WMS), API integrations, and CRM tools like Salesforce.

• Analytical Mindset: Ability to analyze complex shipping data and financial concepts to craft a compelling ROI and business case for service improvements.

• Communication Skills: Exceptional relationship-building skills with the ability to manage multiple priorities in a fast-paced environment.

• Bonus: Background in business transformation initiatives or process optimization.

Bonus Points:

• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.

• Familiarity with service-level agreements (SLAs) and operational metrics.

• Background in business transformation initiatives or process optimization.

• Proficiency in CRM or customer service management tools.