Associate Manager, Consumer Experience

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logist

We are seeking an Associate Manager, Consumer Experience on a contract basis to support our Customer's business needs. You will have demonstrated experience, and effective execution, and be excited to solve one of the most challenging problems. You will report into the Experience team, within the Support Strategy & Operations organization, while working closely with cross-functional teams. Your key focus area will be the Support Experience - improving the experience by testing and scaling ops solutions, and troubleshooting day-to-day issues. You will create and execute go-to-market strategies, test your hypotheses through hacky experiments, and influence cross-functional teams. You will serve as an ambassador by problem-solving for critical opportunities, creating and executing strategies for new launches, and spending time interacting directly with the customers and support teammates to better understand their goals and points of friction. This role is perfect for someone who wants to develop a strategic mindset as well as the operational rigor to bring that strategic mindset to life. . This role is 100% remote in Pacific Standard hours.

What You'll Do:

• Partner with teams within customer experience, and product, engineering, and tools teams to improve processes and the resulting customer experience for the customers
• Produce, dig into and use data and insights to identify opportunities to improve speed, quality, effectiveness, and customer experience
• Accomplish your recommendations from start to finish, from digging into Excel/SQL to creating a budget to implementing timelines, aligning partners, testing ideas, achieving and measuring results
• Partner with support and company-level leadership to guide priority projects

Must-Haves:

• 5-7 years of related work experience
• You’ve succeeded in a competitive, or challenging environment
• You’re analytical. You let data win arguments, and you’re comfortable pulling your own data in SQL or modeling in Excel
• You have led projects across teams and demonstrated success in fast-paced, ambiguous environments
• You’re organized. You thrive in creating structure out of nothing
• You solve problems from first principles. You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking
• You thrive with a diverse set of responsibilities. You love working across a breadth of disciplines and teams
• You’re persuasive. You are an effective communicator, speaking as if you’re right and listening as if you’re wrong. You meet people on their level
• You act with urgency. Speed excites you. You prefer an accomplishment today to an accomplishment tomorrow
• You have strong written and verbal communication and presentation skills
• You have experience in customer experience and strategy

Please Note: In order to create a safe, productive work environment, our client is requiring all contractors to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.

Perks are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)

Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.