Senior Manager, Customer Experience

About Dutch

Dutch is a fast-growing tech company that is revolutionizing veterinary care. We’re on a mission to increase access and care to pets across the country, delivering relief to both pets and their pet parents. We are excited about tackling the hard problems in an effort to help every pet live their happiest possible life.

Position Overview

The Senior Manager of Customer Experience will play a crucial role in shaping and executing the customer service strategy while overseeing day-to-day operations of our in-house and offshore teams.  This role requires a strategic thinker with a proven track record of driving best-in-class SLAs, lowering cost per contact and collaborating cross-functionally to drive improvements that lowers our contacts per order (CPO) while improving self-service.  We’re looking for an energetic leader who enjoys amplifying customer feedback and fosters a customer-centric culture within the organization

• Strategy: Develop and execute a comprehensive customer service strategy aligned with overall business objectives. Implement and monitor key performance indicators (KPIs) to measure and improve Net Promoter Score (NPS), response and resolution times, cost per contact, contact per order (CPO), agent quality and CSATReview staffing mix (in-house and offshore) and recommend optimal staffing to achieve high quality service without raising costs.

• Customer Advocacy and Brand Health: Implement initiatives to drive 5-Star Reviews across sites such as TrustPilot, BBB and Thingtesting. Drive Promoters through strong interactions and turn detractors and passives into promotersAct as a customer advocate within the organization, representing the voice of the customer in decision-making processes and highlighting customer pain points

• Process and Technology Optimization: Evaluate and optimize customer service processes to drive productivity (messages per hour). Identify opportunities for automation and implement technological solutions to streamline workflows. Review internal and 3rd party CS tools including our help desk, help center and order management software

• Quality Assurance: Establish and maintain quality assurance programs internally and with outsourced partners to ensure consistent and high-quality customer interactions. Conduct regular audits and assessments to identify areas for improvement.

• Product and Operational Improvements: Collaborate with other departments, including product,  marketing, engineering and QA, to drive customer-facing improvements in our digital and veterinary and product fulfillment experiences. Provide insights and feedback to contribute to product and service enhancements.

• Bachelor's degree, MBA degree is a plus
• Proven experience (5+ years) in a senior-level customer service management role.
• Strong leadership and team management skills, with the ability to motivate and guide cross-functional teams.
• Experience managing in house and BPO teams
• Comfortable with data and tools such as Tableau, Sigma, Excel
• Vocal communicator both in person and online via email and Slack
• Familiarity with customer service software and tools.
• Experience in start-up environments preferred

• Competitive compensation
• Hybrid Work Environment
• Flexible PTO
• Health, Dental and Vision Insurance
• Commuter Benefits

• Pets First – business and medical decisions are always guided by the pet’s best interest. We’ll never compromise on pet health and we’re all here because we care about their well-being
• Agile Like a Cat – We have a bias toward swift action, while maintaining quality and accuracy. For us, that means being able to turn on a dime, like a cat, analyze our options – even ones that may not be on the table – then execute without perfection getting in the way
• Creativity is our Catnip – Creativity feeds us and helps us push boundaries to always find better solutions, making the complex more accessible and easier to understand
• Be the Human Your Dog Thinks You Are – Be kind, show care for your colleagues, and even if you’re an expert - give others context, reinforce the positive, and help them understand.

This is a hyrbid role that meets two days a week in our Oakland office.