Customer Service and Order Fulfillment Manager

This is a remote position.

Overview:

This senior-level role combines strategic oversight of customer service and order

fulfillment with cross-departmental collaboration, ensuring that our operations are

aligned with our mission to provide exceptional historical content to our subscribers.

The ideal candidate will possess a strong background in customer experience

management, e-commerce operations, and team leadership, along with exceptional

communication skills to navigate complex situations and foster collaboration across

the organization.

Key Responsibilities:

• Strategic Leadership: Develop and execute a customer experience strategy that

enhances satisfaction, retention, and loyalty while driving operational excellence

across customer service and fulfillment.

• Team Development: Build, mentor, and lead a high-performing customer service

and fulfillment team, instilling a culture of excellence, accountability, and

continuous improvement.

• Operational Oversight: Manage the end-to-end order fulfillment process, ensuring

accuracy, timeliness, and quality in delivering our historical documents and

products to customers.

• Cross-Department Collaboration: Work closely with marketing, product

development, and logistics teams to ensure alignment of customer service

initiatives with business objectives, driving synergy and enhancing overall

customer satisfaction.

• Data-Driven Insights: Analyze customer feedback and service metrics to inform

decision-making, improve operational efficiency, and identify areas for strategic

growth.

• Issue Resolution: Proactively address complex customer complaints and issues,

devising effective solutions that uphold company values and foster long-term

relationships.

• Performance Management: Establish and monitor key performance indicators

(KPIs) related to customer experience and fulfillment operations, providing

regular updates and actionable insights to the executive team.

• Best Practices Implementation: Develop and implement standard operating

procedures (SOPs) for customer engagement and fulfillment processes, ensuring

consistency and efficiency across the organization.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field;

advanced degree preferred.

• Minimum of 10 years of experience in customer experience management, with at

least 5 years in a leadership role within e-commerce or subscription-based

environments.

• Proven track record of successfully leading and scaling customer service and

fulfillment teams.

• Strong analytical skills with experience in CRM and order management systems;

proficiency in data analytics tools to monitor performance and identify

improvement opportunities.

• Exceptional organizational skills and the ability to manage multiple priorities in a

fast-paced environment.

• Strong problem-solving abilities and capacity to make informed decisions under

pressure.

• Outstanding written and verbal communication skills in English, with an

emphasis on stakeholder engagement and collaboration.

Desired Skills:

• Extensive experience in subscription-based business models is highly preferred.
• Knowledge of logistics, supply chain management, and fulfillment operations.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and Google Workspace

(Google Docs, Google Sheets).

• Experience with project management tools (e.g., ClickUp) and customer support

platforms (e.g., Gorgias).

• Familiarity with Shopify and e-commerce best practices is a plus.