Manager, Customer Experience

ODDITY – MANAGER OF CUSTOMER EXPERIENCE, BRAND 4THE OPPORTUNITYODDITY is seeking a driven, analytical, and highly entrepreneurial Manager of Customer Experience (CX) to join the team building our next brand, launching in 2027.This is a unique opportunity to help build the customer experience for a new brand from the ground up. You will play a critical role in defining how we support, understand, and build relationships with our customers — developing the processes, tools, automations, and insights needed to deliver an exceptional experience from day one.You will develop a deep understanding of our customers and use their feedback and behavior to identify opportunities to improve the end-to-end customer journey. You will own high-impact CX initiatives while partnering closely with teams across the brand, including Marketing, Product Development, Technology, and Operations.You will be responsible for continuously raising the bar on our customer experience — identifying friction, designing better processes, implementing new technologies and automation, and translating thousands of customer interactions into clear, actionable insights for the broader organization.As an early member of the team, you will have significant ownership and the opportunity to shape both the CX function and the broader brand as we prepare for launch and scale rapidly thereafter. You will work directly with senior leadership to identify priorities, solve complex problems, and build a world-class customer experience operation.WHAT YOU’LL DOBuild and optimize the CX experience from the ground up, developing the processes, workflows, policies, tools, templates, and training needed to support customers at launch and at scaleOwn key CX initiatives end-to-end, from identifying opportunities and developing solutions through implementation, measurement, and continuous improvementDevelop a deep understanding of our customers by analyzing customer conversations, feedback, behavioral data, and support trends to identify recurring pain points and opportunitiesTranslate customer insights into action, clearly communicating key findings and recommendations to senior leadership and cross-functional stakeholders across the brandPartner closely with Revenue, Marketing, Product, Technology, and Operations to identify and solve issues across the broader customer journeyDrive automation and technology adoption across CX, identifying opportunities to leverage AI, chatbots, automated workflows, self-service tools, and other emerging technologies to improve both customer experience and operational efficiencyProactively monitor live dashboards, customer contacts, and operational reporting to identify emerging issues, diagnose root causes, and coordinate rapid solutionsDevelop and track the KPIs needed to understand CX performance, customer satisfaction, operational efficiency, and emerging areas of opportunityConduct competitive benchmarking and research to identify best-in-class customer experiences, emerging technologies, and new approaches that can raise the bar for our customersHelp build a CX organization designed to scale, continuously improving how we operate as the brand growsWHO YOU ARE2–5 years of professional experience, ideally including experience in a customer or communication-oriented role (e.g. customer experience, customer strategy, operations, e-commerce, retention, customer service, etc.)Highly hands-on and entrepreneurial, with a strong sense of ownership and a willingness to dive into the details to solve problemsAn exceptional problem solver who can move fluidly between analyzing individual customer experiences and thinking strategically about the broader customer journeyAnalytical and data-driven, with the ability to identify patterns across large volumes of qualitative and quantitative customer informationDetail-oriented and precise without sacrificing speed or efficiencyA proactive, resourceful self-learner who thrives in fast-moving environments with significant autonomyRelentlessly focused on finding ways to improve, simplify, and automate processesComfortable digging through large volumes of customer feedback and distilling them into a small number of clear, actionable insightsAn excellent communicator who can present findings, recommendations, and strategies clearly and concisely to senior-level stakeholdersComfortable operating in ambiguity, fielding difficult questions, and taking ownership of problems without always having an established playbookStrong written and spoken English-language skillsADDITIONAL DETAILSThis position is hiring for an immediate startThis position is in-office in New York, NY (remote on Wednesdays)Competitive benefits, including unlimited PTO, weekly family-style lunch, 401(k) match, employer-sponsored healthcare, paid disability leave, and commuter benefitsThis position will consider and sponsor candidates on a visa (OPT, STEM OPT, H1B)ABOUT ODDITYODDITY (NASDAQ: ODD) is a consumer tech company that builds and scales digital-first brands to disrupt the offline-dominated beauty and wellness industries.We combine technology, data science, and consumer-centric product development to build brands differently. ODDITY was named one of TIME Magazine’s 100 Most Influential Companies in 2023.This role will join the team behind ODDITY’s next brand, launching in 2027. Additional details about the brand are currently confidential.