🚀 Head of Customer Experience

Head of Customer Experience

Overview

We are seeking a Head of Customer Experience with deep expertise in warehouse operations and a passion for continuous improvement. This role bridges customer experience, warehouse execution, and system development.

Key Responsibilities

• Lead the customer experience team in resolving escalated order, shipping, and fulfillment issues quickly and effectively.
• Develop and implement processes to proactively communicate with customers about order status, delays, or exceptions.
• Monitor customer feedback and identify recurring pain points to drive process or system improvements.
• Collaborate with sales, logistics, and warehouse teams to ensure end-to-end customer satisfaction.
• Communicate investigation outcomes, contributing factors, and follow-up actions to internal and external stakeholders.

Warehouse Operations Partnership

• Act as the liaison between customer success and warehouse operations aligning daily priorities and capacity with customer expectations.
• Analyze fulfillment performance and work with warehouse leadership to improve speed, accuracy, and quality.
• Participate in daily or weekly warehouse operations reviews to provide customer‑centric insight and data on fulfillment quality and issue trends.
• Support training initiatives that improve coordination between customer success and operations teams.

Client Engagement

• Lead client calls, providing operational updates, ongoing and post‑incident summaries, and continuous improvement overviews.
• Collaborate with the customer success team to ensure consistent messaging, clear expectations, and transparent reporting to clients.
• Prepare performance summaries or escalation readouts for recurring client check‑ins or QBRs.

WMS & Product Collaboration

• Partner with Product and Engineering to identify WMS improvement opportunities based on operational feedback.
• Define and prioritize feature requests and user stories to enhance system usability, data visibility, and fulfillment efficiency.
• Conduct UAT for new WMS features or updates.
• Provide documentation and training for operations and customer service teams on new WMS capabilities.
• Translate business needs into clear technical requirements for developers and system administrators.

Qualifications

• 5–8 years in warehouse, logistics, or fulfillment environments, with at least 3 years in a supervisory or management role.
• Deep understanding of warehouse workflows (receiving, put‑away, picking, packing, shipping, inventory control).
• Strong grasp of customer service best practices and KPI management.
• Hands‑on experience with WMS and CRM platforms (e.g., Manhattan, NetSuite, SAP, Salesforce, Zendesk, or custom systems).
• Ability to translate operational processes into system requirements.
• Data‑driven approach using tools like Excel, PowerBI, Sigma.
• Strong cross‑functional collaboration (Ops, Tech, Product, and Customer teams).
• Excellent communication and analytical problem‑solving.
• Continuous improvement mindset (Lean or Kaizen experience a plus).

Salary

$125,000 - $175,000 a year. This position will also receive generous equity.

Culture

We embrace challenges and strive to make the impossible possible each day. We’re ambitious, gritty, humble, and relentlessly resourceful in pursuit of our goals.

Benefits

• Paid Time Off
• Health Insurance
• Paid Parental Leave
• Commuter Benefits
• Referral Bonus
• 401k
• Equity

Equal Opportunity Employer

Nimble Robotics, Inc. is an equal opportunity employer. We provide equal employment opportunity to all applicants and employees without discrimination on the basis of race, color, religion, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, age, military or veteran status, or any other characteristic protected by applicable state, federal or local laws.

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