Customer Experience Shift Manager

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.

As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.

Come join the Ollie Canine Care team! 

Ollie is driven to make pets’ lives healthier by making freshly-cooked, human-grade food for dogs that are delivered right to our customer's doorsteps. And our customers want the very best for their dogs. Together, we’re hoping to embark (no pun intended) on some very long healthy journeys for our dogs powered by good fresh food. 

That’s where you come in… We’re looking for an experienced Shift Manager to join our Canine Care Customer Experience team, a small pack of exceptional humans that serve Ollie’s favorite pups and their parents to our high-quality standards. We make sure that, from box to bowl, all our dogs (and their parents) have the best experience possible. 

The Customer Experience Shift Manager will lead a recently formed team of customer experience sales associates and will report to the Director of Customer Experience. This is a remote position, but we are only seeking candidates in the Nashville, TN, or Salt Lake City, UT areas.

What You'll Do:

• Lead and manage a team of Canine Care Advocates within the Customer Experience department.
• Assist in the development and implementation of new and updated training materials for the team.
• Monitor individual and team performance, ensuring KPIs and other goals are met, consistently delivering acceptable levels of team performance.
• Handle escalated customer situations and resolve these in accordance with established business guidelines.
• Collaborate with the management team to interview, recruit, and onboard new team members.
• Work with CX management to implement best practices, SOPs, metrics, and KPIs.
• Foster a culture of continuous improvement and consistently work toward implementing new brand guidelines in talk tracks, scripts, emails, etc.
• Drive initiatives to fulfill our CX Vision of creating a world-class, genuinely kind customer experience.
• Work to develop and coach your team members in both KPI’s and career growth.

Who You Are:

• You’ve previously managed a team in a call-center environment.
• You are great at relationship-building and showing you care personally and can challenge directly.
• You thrive in customer-facing roles and love engaging with people throughout the day.
• You are a good listener, efficient, and self-motivated, with a patient and solution-oriented approach.
• You excel in both written and verbal communication, providing clear and thoughtful responses to pup parents’ inquiries.
• You put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
• You’re good at thinking on your feet and improvisation.
• You like finding new ways to tackle challenges; nothing catches you off guard.
• You prefer flexibility and guardrails over rigid rules.
• You’re a natural-born problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
• Most importantly, you’re fun! You don’t mind occasional sloppy dog kisses and appreciate a good meme.

Bonus Points If:

• You have a Bachelor’s Degree from an accredited four-year college or university.
• You have previous experience leading a customer-facing team in a D2C products company- preferably pet products, health foods, or consumables.
• You have experience with Gladly or a similar customer service platform is a plus.
• You’re interested in working in a pet-friendly, fast-moving environment.

What You'll Get:

• Competitive salary, commission, and a stake in the company
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Unlimited vacation policy that you're encouraged to use
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Free Ollie subscription
• Inspiring pack members!