{"id":2100385,"url":"https://alion.io/job/stord-customer-experience-manager-6","title":"Customer Experience Manager","company":{"id":5812,"name":"Stord","domain":"stord.com","url":"https://alion.io/company/stord","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":14,"ghost_share":0,"stale_share":0.786,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Milan, Italy"],"countries":["IT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-08T18:08:38Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T15:16:18Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"ABOUT STORD\nStord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.\nBy combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.\nWith Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.\nHundreds of leading DTC and B2B companies like True Classic, Native, Seed Health, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.\nAs a Customer Experience Manager I, you will serve as the primary liaison between customers and internal teams, including operations, IT, and finance. Your role will focus on understanding client service needs, ensuring smooth execution of service solutions, and optimizing customer experience. By collaborating with cross-functional teams, you will drive operational efficiency, support business transformation efforts, and maintain financial accuracy. Your ability to identify growth opportunities and provide strategic insights will be essential in enhancing service outcomes and fostering long-term customer relationships.This position sits onsite in the office 4 days per week with 1 day remote.\nWhat You'll Do: \nAct as the main point of contact between customers and internal teams to address service needs and ensure business alignment.\nIdentify and communicate client service requirements to cross-functional teams, ensuring effective execution and adherence to SLAs.\nOversee the management and implementation of complex service solutions to ensure seamless customer program execution.\nPartner with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance.\nLead and coordinate customer business reviews, offering strategic insights and recommendations for service improvement.\nAudit customer invoices, track outstanding accounts receivable (A/R), and facilitate timely issue resolution for financial accuracy.\nMaintain comprehensive documentation, including meeting notes and action items, to drive account performance and issue resolution.\nCollaborate with management to identify and convert growth opportunities into tangible results.\nWhat You'll Need:\nProven experience in customer experience, account management, or a related field.\nStrong ability to manage multiple priorities and complex service solutions in a fast-paced environment.\nExcellent communication and relationship-building skills to work effectively with internal and external stakeholders.\nAnalytical mindset with attention to detail and problem-solving capabilities.\nExperience with financial processes, including auditing invoices and managing accounts receivable.\nAbility to lead customer business reviews and provide strategic recommendations.\n Bonus Points:\nExperience in Supply Chain, Warehouse Fulfillment, or Ecommerce.\n\nFamiliarity with service-level agreements (SLAs) and operational metrics.\n\nBackground in business transformation initiatives or process optimization.\n\nProficiency in CRM or customer service management tools.","description_format":"text","description_chars":4121,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Transportation & Logistics","Logistics","Warehousing"],"lifecycle":[{"event":"open","at":"2026-10-08T18:08:38Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 11 · green card filings: 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