Customer Experience Manager

About the company

Stord is a consumer experience platform that helps brands provide smoother checkout-to-delivery journeys. The company combines commerce technology with high-volume fulfillment services so brands can compete more effectively with major retail players. It handles more than $10 billion in commerce each year through fulfillment, warehousing, transportation, and software products such as OMS, pre-purchase and post-purchase tools, and WMS.

Stord supports a wide range of brands in improving conversion, strengthening unit economics, and building customer loyalty through faster shipping, dependable delivery promises, broader channel access, and better margins. The company works with leading DTC and B2B brands and is backed by well-known investors. Its headquarters are in Atlanta, with operations across the United States, Canada, and Europe.

Role overview

In this Customer Experience Manager I position, you will act as the main connection point between customers and internal departments such as operations, IT, and finance. The role centers on understanding client needs, making sure service solutions are carried out smoothly, and improving the overall customer journey. You will also help drive operational efficiency, support transformation efforts, and keep financial processes accurate while identifying opportunities for growth.

This is an onsite role based in Reno, Nevada, and it requires travel to the office.

Key responsibilities

• Serve as the primary contact for customers and coordinate with internal teams to resolve service needs and maintain alignment.
• Translate customer requirements for cross-functional teams and help ensure delivery against agreed service levels.
• Manage the rollout and coordination of complex service solutions so customer programs run smoothly.
• Work with account leaders on transformation initiatives that improve processes, efficiency, and financial outcomes.
• Run customer business reviews and present actionable recommendations for better service performance.
• Review customer invoices, monitor outstanding accounts receivable, and help close financial issues in a timely manner.
• Keep detailed records, including meeting notes and action items, to support account execution and issue follow-up.
• Partner with management to uncover and convert growth opportunities into measurable results.

Requirements

• At least 4 years of experience in customer experience, account management, or a similar area.
• Proven ability to juggle multiple priorities and handle intricate service arrangements in a fast-moving environment.
• Strong verbal and written communication skills, with the ability to build productive relationships across teams and with customers.
• Comfort using an analytical, detail-oriented approach to solve problems effectively.
• Hands-on experience with financial tasks such as invoice audits and accounts receivable management.
• Capability to lead customer reviews and provide strategic suggestions for improvement.
• Availability to work onsite in Reno, NV, with travel to the office as required.

Preferred background

• Experience in supply chain, warehouse fulfillment, or ecommerce environments.
• Understanding of service-level agreements and operational performance metrics.
• Exposure to business transformation work or process improvement initiatives.
• Experience using CRM or customer service management platforms.
• Prior leadership exposure, including mentoring junior colleagues.

Additional information

The posting notes that hackajob is collaborating with Stord to present this opportunity. Stord is growing quickly and expects to double revenue within the next 18 months, which is driving hiring across the organization.

This role is focused on strengthening customer service delivery, supporting account performance, and helping the company scale its consumer experience operations.

Work location

The job is based onsite in Reno, NV.