Cora is a modern women’s wellness brand. We believe every woman is a force of nature and should be revered as such. 
Our mission is to revolutionize the female experience
by acknowledging the power of female bodies
and providing healthy, thoughtful ways to care for them. We create fearless content and innovative products through an elevated brand to shift the way women perceive and manage their periods, bladder leaks, post-birth recovery, and other natural experiences. And with every monthly supply of Cora purchased, we give a month’s supply of pads to a girl in need.

As Cora continues to scale--in terms of products, channels, and revenue--we are seeking an experienced Senior Manager, Customer Experience who understands how to manage Omni-Channel customer relations. As Senior Manager, Customer Experience you will be a key member of the Marketing team overseeing a dedicated team of customer service agents proactively working to provide best in class customer service to both our customers and organization.

This role demands someone who connects with our mission, cares about women’s health, and is driven by a desire to do work with a purpose. You will need to be a quick study and willing to learn and adapt in a fast-paced, dynamic, start-up environment, taking on a high degree of responsibility and autonomy. The role will report into the VP of Marketing, with a strong partnership with the Director of Operations & Quality Control.

Key Responsibilities:

• Take ownership of customer issues and follow problems through to resolution

• Be a visible leader of Cora’s cultural & mission-driven principles in all your work

• Proactively monitor and identify trends using statistics and metrics that drive continuous product improvements and customer experiences

• Maintain high levels of engagement across a broad channel of customers, with an emphasis on customer appreciation and advocacy

• Develop customer messaging and responses that deliver an elevated and exceptional experience with Cora

• Provide ongoing Cora training to the extended CX team; ensure CX team is aware of latest HQ updates (product launches, store availability, etc)

• Set a clear mission and deploy strategies focused towards that mission www.cora.life

• Keep accurate records and document customer service actions and discussions

• Analyze statistics and compile accurate reports

• Maintain an orderly workflow according to priorities, FDA regulations & company policies

About You:

• A Creative Problem Solver – Continuous improvement mindset with demonstrated ability to identify and implement process improvements to eliminate non-value added work

• An Action Oriented Doer – Someone who is driven by results. Someone who strongly believes in accountability. A task-oriented self-starter who stays calm under pressure and proactively takes on big ideas and projects

• Hands On – Someone humble enough to tackle low level mundane tasks some days and then drive high-level strategic discussions the next. Someone who is hungry to learn and take on more responsibility as the company grows

• A Collaborator – One who works well with teams and can listen while still sharing a strong point of view

• An Optimist – Someone with a can-do attitude, who can lead in the face of uncertainty, and with a great sense of humor

Qualifications:

• Bachelor’s degree (BS in Business Administration) or equivalent practical experience • Working knowledge of customer service software, databases and tools

• Proven working experience as a customer service manager or assistant manager

• Excellent communication skills (written and oral)

• Time management skills and the ability to prioritize various work-streams

• Proven ability to collaborate effectively with business partners

• CPG experience is a plus

• Individuals with strong analytical skills, an ability to manage multiple vastly different projects and think big-picture as a cohesive brand will be strong fits for this role that promises to present critical business challenges on a daily basis