Ollie · 1 day ago
Customer Experience Shift Manager, Sales
United States
Full-time
Remote
Mid, Senior LevelOllie is dedicated to improving the lives of pets and their owners by providing human-grade pet food and health services. They are seeking a Customer Experience Sales Shift Manager to lead a team focused on delivering exceptional service and driving sales within the Customer Experience department.
E-CommerceFood and BeveragePet
Hiring Manager
Josephine Rotondi
Responsibilities
Lead and manage the Retention and Sales team within the Customer Experience department
Develop strategies to drive sales/retention and meet or exceed sales targets
Train and mentor the advocates and sales/retention team members, enhancing their sales skills and overall professional development
Monitor individual and team performance, ensuring KPIs and other goals are met
Handle escalated customer situations and resolve these in accordance with established business guidelines
Actively contribute to the sales team, meeting and exceeding personal sales goals, earning commission on each sale
Collaborate with the management team to interview, recruit, and onboard new team members
Work with CX management to implement best practices, SOPs, metrics, and KPIs
Foster a culture of continuous improvement and consistently work toward implementing new brand guidelines in talk tracks, scripts, emails, etc
Drive initiatives to fulfill our CX Vision of creating a world-class, genuinely kind customer experience
Qualification
Required
Experience working on a sales team in a customer experience department
Successfully managed a team and enjoy the balance of leadership and individual contribution
Great at relationship-building- showing you care personally, and challenging directly
Thrive in customer-facing roles and love engaging with people throughout the day
Good listener, efficient, and self-motivated, with a patient and solution-oriented approach
Excel in both written and verbal communication, providing clear and thoughtful responses to pup parents' inquiries
Put pets first. Love dogs and approach every dog with the same empathy and understanding as if it were your own
Good at thinking on your feet and improvisation. Like finding new ways to tackle challenges; nothing catches you off guard
Prefer flexibility and guardrails over rigid rules
Natural-born problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you
Fun! Don't mind occasional sloppy dog kisses and appreciate a good meme
Preferred
Bachelor's Degree from an accredited four-year college or university
Previous experience leading a customer-facing team in a D2C products company- preferably pet products, health foods, or consumables
Experience with Gladly or a similar customer service platform is a plus
Interested in working in a pet-friendly, fast-moving environment
Benefits
Sponsored 401k program with employer match up to 4%
Comprehensive health coverage including medical, dental and vision
Unlimited vacation policy that you're encouraged to use
Paid parental leave
1-week paw-ternity leave for new dog parents
Free Ollie subscription
Company
Ollie
Ollie is a pet wellness brand that delivers freshly cooked, human-grade food tailored to each dog’s nutritional needs.
Founded in 2016
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$67.93MKey Investors
Alumni VenturesCanaan Partners
2024-04-02Series D· $21.35M
2020-03-31Series Unknown· $29.3M
2019-08-29Series Unknown· $0.28M
Leadership Team
Nick Stafford
Chief Executive Officer
Allison Stadd
Chief Marketing Officer
Recent News
2025-12-24
Canaan Partners
2025-12-24
Company data provided by crunchbase