Description
The Role
You will design how FreshDirect fixes problems, ideally before the customer knows there is one, as a founding member of a new customer experience team. You will own the policies, journeys and tools that let our agents resolve issues right the first time, working hands-on with a strong in-house engineering team. Your work turns what customers tell us into changes they feel on their next order, and is key to our goal of a world-class NPS.
What You'll Do
• Bring the voice of the customer into policy, product and operations decisions, using real contacts and what customers tell us in their own words
• Design policies and service journeys for each customer segment: residential, corporate and business drop-ship, including a premium tier for our highest-value households
• Build and run our "andon cord" process with Operations: any issue that will change an order is flagged centrally, delivery delays trigger automatic customer texts, and customers affected by shorts or quality issues hear from us first
• Rewrite credit and goodwill policy so agents can resolve more without escalation, and customers we trust can credit themselves instantly
• Design where AI fits in the customer journey: which questions AI resolves end to end, when it hands off to a person, and the tools that help agents
• Assess our contact-center platform and escalation tools, rank the gaps by the contacts they affect, and write the requirements our product and engineering teams build against
• Identify state-of-the-art customer service processes in and beyond grocery, and pilot the ones that fit
• Own first contact resolution, escalations and time to resolution, and bring findings to the monthly review of complaint causes
• In your first year: the andon cord live, segment policies in place, the platform gap assessment delivered, and repeat contacts measurably down
What You'll Bring
• 7+ years of experience, ideally in e-commerce, delivery or another high-frequency consumer business, including 3+ years in customer service, CX operations, service design or customer-adjacent roles
• Experience in operations and supply chain roles a plus
• Bachelor's degree in Engineering, a STEM discipline, Business, Operations or Design, or equivalent experience
• Proven ability to redesign policies and customer journeys that reduce repeat contacts
• Experience designing service policies for different customer segments, including corporate or business accounts
• Experience writing product requirements and working with product and engineering teams
• Hands-on experience implementing AI in customer service, such as conversational AI, agent assist or AI-based contact tagging
• Experience with an andon cord, exception-management or lean operations process a plus
• Strong analytical and problem-solving skills, with excellent communication and stakeholder management
• Experience with CRM and ticketing platforms (for example Salesforce Service Cloud or Zendesk)
Salary
$110,000 - $140,000
Total Rewards & Benefits
• Competitive compensation and comprehensive benefits
• PTO, Safe & Sick Time, and Paid Holidays
• Medical, Vision, Dental, and Voluntary Disability coverage
• 401(k) with employer match and Life Insurance
• State-of-the-art Bronx campus with on-site basketball court, cafeteria, and employee market
• Onsite FREE parking
• FREE employee shuttle bus service from nearby Subway station
• Training, leadership development, and tuition discount at local colleges
• 20% employee discount on FreshDirect online orders and Brooklyn wine store
• Minimum 50% employee discount at our onsite employee market
• Mobile phone discounts through partnerships with T-Mobile and Verizon
• Gym membership discounts through NYSC
Our Culture
We embrace an in-office culture, composed of individuals who thrive on the collaboration and energy that comes from working together in a shared space. We are looking for people who excel in this environment, where physical presence enhances connections and engagement. At FreshDirect, we've created an environment that thrives on teamwork, where associates can innovate, grow, and have successful careers. Many of our leaders have successfully come up through our ranks. Because of our team's extraordinary efforts, we are a leading innovator in the e-commerce and grocery industries.
The above statements are intended to describe the general nature and level of work being performed by the Team member(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position expectations may be subject to change as the needs of the organization changes.
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