The Sr Manager, Customer Success will design and oversee the creation and execution of strategies to optimize the customer support experience. They will create and implement a variety of solutions that will support continuous improvement (in-bound support, recovery, and insights) as well as build customer retention and frequency through outreach. You are responsible for developing, monitoring, and reporting on the success of the customer experience and its impact on sweetgreen’s business. You wi... more details
The Sr Manager, Customer Success will design and oversee the creation and execution of strategies to optimize the customer support experience. They will create and implement a variety of solutions that will support continuous improvement (in-bound support, recovery, and insights) as well as build customer retention and frequency through outreach. You are responsible for developing, monitoring, and reporting on the success of the customer experience and its impact on sweetgreen’s business.
You will act as the voice of the customer in the business, driving the improvement of performance measures, metrics, and service-level agreements across the organization with the aim of streamlining and improving the customer support and associated metrics. This role will support our operators in driving continuous improvement, by ensuring performance visibility and clearly surfacing action items drawn from analysis.
The Sr Manager, Customer Success will work to identify opportunities to leverage systems, standardization, data analytics, automation, and technology to drive results and lower costs while ensuring a 5 star customer experience that connects our guests to the sg community. You will manage a high-performing team and manage vendors and resource allocation.
The role will manage a team of Customer Success Specialists, as well as our BPO team, Partner Hero. You will manage the performance of our outsourced support team across key performance metrics to ensure a consistent and positive support experience.
Team Development:
- Manage a team of support specialists and BPO partners, scaling the needs of the business
- Hire, train, and manage new team members, cultivating strong talent and future leaders
- Set and help the team hit ambitious goals for first response times and CSAT scores
- Mentor and coach team members while also diving in to handle support tickets and deal with customer issues head-on
- Establish new ways of working that will enable us to scale as a business while maintaining a lean team structure
Strategy, Product Development, and Vendor Management:
- Drive the implementation of initiatives and tactics that will connect our customer to the sg mission and win their loyalty to join our community of brand fans.
- Optimize workflows, processes, and technologies to improve efficiency and productivity within customer experience
- Lead cross-functional projects across tech, engineering, and compliance to improve our internal operations and automate manual processes
- Evaluate vendor performance to ensure top-notch value and quality of service
- Monitor CX budget to ensure no overage on vendor costs and credits/discounts issue
Customer Service Support and Analytics:
- Analyze customer journey data and develop automation workflows to optimize customer interactions and ensure a seamless experience across all touchpoints. Partner with product + tech teams on strategic direction and implementation of tooling (i.e. AI assistants, chatbots, CRM auto tags, Zendesk triggers, etc.)
- Collect + analyze customer data and create reports that provide actionable insights for the business; This includes designing, constructing, distributing, and reporting on surveys to gather customer feedback
- Serve as the voice of the customer. Spend time in the support inbox gathering and synthesizing ideas that come from customer feedback
- Collaborate with the Data Platform team to construct, improve, and maintain datasets
- Conduct market research and competitive analysis to identify new opportunities and trends in customer experience
Reporting:
- Execute ongoing reporting and share out needs - report on Customer Experience including customer wins, pain points, and key performance metrics
- Prepare and lead cohesive debriefs to support discussion around ways of improving our product, service, and reporting
- Communicate insights to stakeholders to drive customer-centric decision making
- Define, implement, and report on KPIs for scalable support
- Provide actionable insights to decision-makers and other stakeholders to influence strategy and performance
Who you are:
- 7+ years’ hands-on experience in customer experience leadership role - preferably in food & beverage, hospitality, or retail operations
- Experienced in leading customer service teams both on-site, remote, and through third-party service providers
- An organized and effective cross-functional collaborator who communicates effectively online and in person
- A motivational people leader who can advance strategic direction
- Proficient in customer experience software and reporting (Kustomer, Medallia, etc.)
- Strong data reporting and analytics skills, and ability to influence through data
- Flexibility, ability to react professionally and efficiently to changes in schedules or project direction without sacrificing productivity
- Must demonstrate strong strategic thinking and a willingness to lead initiatives through implementation
- Ability to work and influence cross-functionally to meet deliverables
- A customer-centric mindset, with a passion for understanding and improving the customer experience
What you'll get:
- Highly competitive pay + bonus plan
- Three different medical plans to suit your and your family's needs
- Dental and Vision insurance
- Flexible PTO plan
- 401k program
- Employee HSA and FSA
- Complimentary greens
- An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
- To live the sweetlife and celebrate your passion + purpose
- A collaborative team of people who live our core values and have your back
- A clear career path with opportunities for development, both personally and professionally
- Free sweetgreen swag
Come join the sweetlife!
About sweetgreen
sweetgreen is on a mission to build healthier communities by connecting people to real food. We passionately believe that real food should be convenient and accessible to everyone. Every day in each sweetgreen, our 3,500 team members make food from scratch, using fresh ingredients and produce delivered that morning. And in our local communities, we’re committed to leaving people better than we found them. We’re in the business of feeding people, and we’re out to change what that means.
sweetgreen provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.
sweetgreen participates in the federal government's E-Verify program to determine employment eligibility. To learn more about the E-Verify program, please click here.
Salary range for this role:
Starting salary range based on experience
$122,000—$135,000 USD
sweetgreen provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.
California residents: Review our applicant privacy notice HERE.
sweetgreen participates in the federal government's E-Verify program to determine employment eligibility. To learn more about the E-Verify program, please click here.
