Member Experience Manager

Bright Cellars is now a Work from Anywhere company. This means work outside of an office will be the primary experience for all employees, and the location of all roles is flexible. 

Who We Are Bright Cellars is the monthly wine subscription startup designed to help new wine drinkers discover and define their taste in wine! We curate wines from around the world with the goal of making wine fun, accessible and educational. 

Our Mission is to inspire and educate a new generation of wine lovers by delivering a transformative, personalized wine experience.

Our Values

We are obsessed with creating a member-centric wine journey.

We value smart, sustainable growth.

We are curious and humble learners.

We cultivate a diverse, collaborative, and transparent workplace.

We identify our challenges quickly and solve them thoughtfully.

We hold each other accountable to success.

We back our intuition and experience with data-driven insights. 

We love wine and work to share that love with our members.

How Bright Cellars Works Our members join Bright Cellars by taking a 7 question-quiz to share their taste preferences. The Bright Points learning algorithm evaluates these preferences to determine the best wine matches for each member’s taste. Each month, members receive four or six unique bottles in the mail, which they are then able to rate and provide personalized feedback on their profile. Similar to Netflix’s collaborative filtering algorithm, Bright Cellars’s algorithm uses this feedback to improve members’ monthly matches going forward.

A Little About This Role

Bright Cellars is looking for a Member Experience Manager to join our team. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. To be successful in this role, you are a data driven, goal-oriented leader who challenges and inspires other leaders within their team to excel. A customer-first mindset is critical for this role.

What You'll Do:

• Develop, manage and coach associates to build successful teams that deliver an exceptional member experience
• Establish peer-to-peer relationships with other Managers to enhance process efficiency.
• Use data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps
• Collaborate with other managers to establish and build SOPs for existing processes and procedures.
• Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce
• Maintain and execute new initiatives to enhance the Member experience
• Oversee departmental schedule, quality assurance, and training

Experience We're Looking For:

• 4-6 years of multi-channel contact center management experience (Customer Service strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams
• Experience in a start-up and/or high growth environment a plus 
• Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges
• BS/BA degree or equivalent experience 
• Strong computer and internet proficiency in a technology-driven environment. Experience with ZenDesk (or other ticketing system) is a plus.
• Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group

Who You Are:

• You’re a Leader - You lead with confidence and build a positive team culture
• You’re an Excellent Communicator - You work well with others and are a great collaborator cross-functionally 
• You’re Customer Focused - You are a problem solver with a relentless focus on a great member experience
• 
  

Perks of Working at Bright Cellars:

• Competitive total compensation offerings
• Unlimited paid vacation 
• Flexibility & work/life balance
• Medical, dental and vision insurance  
• Heavily discounted monthly wine memberships 
• Opportunity to attend wine tastings led by our resident sommelier
• Opportunity to build something incredible while being surrounded by intelligent, hardworking and motivated coworkers 

Bright Cellars is a fun, fast-growing startup with a work hard, play hard attitude. We look for smart, motivated individuals who are excited to build something incredible from the ground up!