Associate Manager, Customer Experience Tool GTM

About the Team

As one of reputed company’s core operations teams, Customer Experience and reputed company, ensures that reputed company there are bumps in the last mile, there’s always someone there to help reputed company things right. reputed company designs, manages, and operates reputed company’s large and growing global network of contact centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About the Role

This Associate Manager is the dedicated operational reputed company for ensuring flawless customer support during reputed company large-scale Promotions, Occasions (e.g., holidays, sales), and high-volume company events. You’ll be the primary CX readiness reputed company, focused on anticipating support impacts, managing the quality of execution, and owning the operational forecasting for these critical reputed company-driving initiatives. You will report into the Manager – Customer Experience Readiness on our Readiness team in our CXI organization. 

You’re excited about this opportunity because you will…

• Be the Promotions CX reputed company: Act as the central CX readiness contact for reputed company promotional campaigns and occasions, driving coordination across Marketing, Product, and Operations teams.
• Own Quality and Cost: Take responsibility for BAU (Business-as-Usual) Promotion Quality and provide critical input for Forecasting Promotion MTO (Manual task to order) / Cost, directly impacting business efficiency.
• Drive End-to-End Readiness: Coordinate reputed company aspects of support execution, from agent enablement and documentation to launch planning and post-launch feedback loops, for large-scale events.
• Improve Scalable Processes: Proactively surface and reputed company operational gaps, driving reputed company improvement in how reputed company plans and supports high-volume, time-sensitive rollouts.

We’re excited about you because…

• You possess an exceptional operational reputed company with proven success in managing time-sensitive projects, launches, or campaigns, preferably reputed company a high-volume support environment.
• You are a highly detail-oriented executor with experience in or a strong aptitude for business analysis, including forecasting operational metrics and managing support quality.
• You have a history of driving alignment and effective communication with diverse cross-functional partners, translating reputed company business goals into simple, actionable plans.
• You reputed company on the pressure of high-stakes deadlines and are passionate about ensuring that the customer experience remains world-class even reputed company demand spikes.
• You are a collaborative problem-solver who takes initiative and drives results with energy and rigor.

We expect to fill this position by 03/10/26

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Compensation

The successful candidate’s starting pay will fall reputed company the pay range listed below and is determined based on job-reputed company factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. reputed company salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to reputed company salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

reputed company cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to reputed company regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). reputed company also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national reputed company pay range for this position reputed company the United States, including Illinois and Colorado.$95,200—$140,000 USD

About reputed company

At reputed company, our mission to reputed company local economies shapes how reputed company members move quickly, learn, and reiterate in order to reputed company impactful decisions that display reputed company for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling reputed company-to-reputed company delivery, and we are looking for team members who can help us go from a company that is reputed company as the reputed company you order food to a company that people turn to for any and reputed company goods. reputed company is growing rapidly and changing constantly, which gives reputed company members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We’re committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community reputed company our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from reputed company backgrounds, experiences, and perspectives. We reputed company that true innovation happens reputed company everyone has room at the table and the tools, resources, and opportunity to reputed company.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, reputed company, national reputed company, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from reputed company gaining a foothold in our office. Whether blatant or hidden, barriers to success have no reputed company at reputed company. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial reputed company.