Parachute HomeCustomer Experience and Fulfillment Manager
Nov. 2015 - Sep. 2017Venice, CAScaled CX team while implementing processes and technology solutions to optimize workflow. Analyzed customer feedback and key metrics to adjust policies, products, and processes as necessary for both team and organizational success. Set quarterly OKRs for both CX and Fulfillment teams while leading team towards goals. Managed relationship with 3PL to monitor order fulfillment, SLAs, returns, and other operations. Handled development, ordering, and processes for all fulfillment related packaging materials. Developed, executed, and analyzed CSAT and NPS program learnings to understand, address and improve business issues. Created team schedule and conducts performance reviews.