Manager, Customer Experience

Department: Customer Experience

Type: Full-time

About the Company

VegaLash is hottest startup in the cosmetic industry. A true think tank of the industries best and brightest talent backed by German engineering. Launching with a revolutionary lash growth product that is set to change the face (or lashes) of the lash growth category. Headquartered in character driven downtown LA with satellite offices in Germany and Santa Monica.

About the Role

The Manager, Customer Experience (MCE), is an integral part of the management team focused on ensuring a quality end user experience . The position will function as a liaison between the customer service team, senior management and other departments related to customer experience. The MCE will be responsible for hiring and developing a world class customer care team. The MCE realizes that VegaLash is a fast growing start up and they may also be asked to provide leadership, management, general support and other guidance to other departments as needed, when needed,

Position Responsibilities

  • Develop process and procedures guidelines for all possible customer experience scenarios
  • Assess external tools (telephony, chat, etc.) and make partnership recommendations to senior management
  • Develop quantitative dashboard and present update weekly
  • Develop qualitative dashboard and present updates weekly
  • Provide department-specific feedback, both weekly and upon request
  • Work with Senior Management to develop a Customer Experience staffing plan that scales and supports the company’s growth
  • Create and own the Customer Experience budget including but not limited to headcount, technology tools, customer refunds and replacements
  • Develop and help build an outstanding team that creates a world-class direct-to-consumer support experience
  • Drive product & program quality improvements based on Customer feedback, using both qualitative stories and quantified data, along with regular core Customer Experience performance measurements
  • Use business analytics and intelligence to provide insight to relevant stakeholders to create and drive change to improve the Customer Experience
  • Identify opportunities and drive solutions to enable efficiency, specifically thinking about automation and improved back office tools for your team
  • Advocate on behalf of the Customer to ensure a consistent and valuable experience for each Customer
  • Manage training and preparation related to new product or service offerings
  • Manage customer loyalty program/s
  • Duties may change without notice and could contain additions or deletions to those listed here

Background & Experience:

  • 2+ years of supervisory or leadership experience in a performance-oriented, Customer-centric environment
  • Has previous experience with working with organizational systems and structures and business strategies
  • Has a current knowledge of emerging operational concepts related to customer experience
  • Experience building and developing strong teams
  • Strategic Thinker: help develop, communicate and implement short and long-term vision
  • Strong project management skills with the ability to prioritize in a fast-paced environment
  • Flexible and adaptable to a changing business
  • Creative problem-solving abilities
  • Unwavering commitment to quality
  • SQL or Python skills - or a willingness to develop them - are highly desired to access and explore data
  • Ability to communicate efficiently and effective verbally and in writing

Characteristics/Traits we are looking for:

  • A collaborative style and the ability to work with team member in a diverse, ever changing environment
  • Self confident leader with the ability to learn from others, subordinates and senior management
  • Process oriented, knowing how to define goals and measure success
  • Stellar interpersonal skills and passionate about exceeding expectations
  • Excellent people management & leadership skills
  • Ability to balance structure and process with the ability to move quickly and make good decisions
  • Ability to balance lack of structure and lack of process while still achieving desired goals
  • A passion for growing companies and an eagerness to earn each customer's trust
  • A wonderful sense of humor
  • Ability to work unsupervised while holding yourself accountable for results

Compensation and perks:

We offer competitive starting pay along with the potential for performance bonuses

Perks include:

  • High-quality Vegalash products
  • High-quality coffee and snacks (sometimes)
  • Dusty floors and one shared bathroom
  • Lots of laughs
  • Future benefits may include but not guaranteed: healthcare, paid vacation, 401K, profit sharing, etc.

How To Apply

Please email jobs@vegalash.com with the following:

  • Resume
  • Salary requirements
  • 3 references and
  • A short paragraph (100 words or less) which describe your interest in building a new department (team/processes, etc.) for an emerging cosmetic brand.
  • Include “Manager, Customer Experience” in the title.

 

Manager, Operations

Department: Operations

Type: Full-time

About the Company

VegaLash is hottest start up in the cosmetic industry. A true think tank of the industries best and brightest talent backed by German engineering. Launching with a revolutionary lash growth product that is set to change the face (or lashes) of the lash growth category. Headquartered in character driven downtown LA with satellite offices in Germany and Santa Monica.

About the Role

The Manager, Operations (OM), is an integral part of the management team focused on all things fulfillment, logistics, warehousing, customer experience and supply chain management. The OM will be expected to work cross functionally with Senior Management, Finance, Product Development, Marketing and Engineering. Additionally, the OM will be responsible for setting up, developing and managing teams, driving cost optimization while maintaining brand integrity, having an eye into the near future to plan quickly for significant sales volume and channel expansion and lastly driving supply chain strategies to support geographical markets and various sales channels. senior management and other departments related to customer experience. The OM realizes that VegaLash is a fast growing start up and they may also be asked to provide leadership, management, general support and other guidance to other departments as needed, when needed. Lastly, the OM, will be required to do any of the functions required within Operations aka ‘roll up his/her sleeves’.

Position Responsibilities:

  • Manage all fulfillment processes from vendor selection, negotiation and management to assurance of timely and satisfactory customer delivery
  • Drive and implement fulfillment strategy to support company’s growth strategies
  • Develop and manage a ‘best in class’ customer experience team including the implementation of systems, processes and training to support the function of customer experience
  • Manage alongside the CFO the Contribution Margin to ensure it achieves company’s financial goals while maintaining brand integrity and quality assurance
  • Implement an inventory management strategy that aligns with projected sales demand across all sales channels. Manage to optimal inventory turns, drive strategy for minimizing excess and obsolete skus
  • Manage production process and logistics partners to ensure inventory management strategy is achieved.
  • Routinely evaluate supply chain management suppliers to identify opportunities to optimize unit economics.
  • Implement inventory controls around receiving, transfers, adjustments and fulfillment to prevent shrink and ensure accuracy
  • Work closely with heads of other departments to align on process and system optimization
  • Assess external tools and make partnership recommendations to senior management
  • Drive implementation of ERP system
  • Develop quantitative dashboard and present update weekly
  • Develop qualitative dashboard and present updates weekly
  • Provide department-specific feedback, both weekly and upon request
  • Create and own complete Operations operating budget for all functions and a significant portion of Contribution Margin
  • Build an Operations function that attracts and retains the ‘best of the best’ team members.
  • Use business analytics and intelligence to provide insight to relevant stakeholders to create and drive change to improve overall Operations
  • Identify opportunities and drive solutions to enable efficiency, specifically thinking about automation and improved back office tools for your team
  • Duties may change without notice and could contain additions or deletions to those listed here

Background & Experience:

  • 4-5+ years of supervisory or leadership experience in a performance-oriented, Customer-centric environment
  • Direct to Consumer channel experience with Consumer Product Goods
  • Has worked for or with start-ups in the DTC space
  • Has a proven track record of building process and implementing systems to support a $250M+ sales organization generated by sales from various channels and countries
  • Experience building and developing strong teams
  • Strategic Thinker: help develop, communicate and implement short and long-term vision
  • Strong project management skills with the ability to prioritize in a fast-paced environment
  • Flexible and adaptable to a changing business
  • Creative problem-solving abilities
  • Unwavering commitment to quality
  • Ability to present to Senior Management
  • Ability to communicate efficiently and effective verbally and in writing

Characteristics/Traits we are looking for:

  • A collaborative style and the ability to work with team member in a diverse, ever changing environment
  • Self confident leader with the ability to learn from others, subordinates and senior management
  • Process oriented, knowing how to define goals and measure success
  • Stellar interpersonal skills and passionate about exceeding expectations
  • Excellent people management & leadership skills
  • Ability to balance structure and process with the ability to move quickly and make good decisions
  • Ability to balance lack of structure and lack of process while still achieving desired goals
  • A passion for growing companies and an eagerness to earn each customer's trust
  • A wonderful sense of humor
  • Ability to work unsupervised while holding yourself accountable for results

Education:

  • 4 year degree in Business Administration, Engineering or Finance
  • Advanced degree preferred but not required
  • Related certifications such as Six Sigma, Lean, etc.

Compensation and perks:

We offer competitive starting pay along with the potential for performance bonuses

Perks include:

  • High-quality Vegalash products
  • High-quality coffee and snacks (sometimes)
  • Dusty floors and one shared bathroom
  • Lots of laughs
  • Future benefits may include but not guaranteed: healthcare, paid vacation, 401K, profit sharing, etc.

How to apply:

Please email jobs@vegalash.com  with the following: 

  • Resume
  • Salary requirements
  • 3 references and
  • A short paragraph (100 words or less) which describe your interest in building a new department (team/processes, etc.) for an emerging cosmetic brand.
  • Include “Manager Operations” in the title.