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Customer Service Manager



Customer Service
Posted on Wednesday, June 21, 2023

We seek a Customer Operations Manager to join our team at Dragonfly.

Founded in 2019, Dragonfly is an acquirer and developer of standout eCommerce brands. Our team is led by founders with extensive experience on the Amazon platform and in the eCommerce ecosystem. Since our founding, we have developed proprietary algorithms and technologies to inform our acquisition strategy as well as in-house new product development and creative capabilities to build de novo brands and products at scale. With our unique approach, we quickly identify promising brands and grow them to their full potential.

We have raised over $500M in equity and debt to pursue our vision and are backed by industry-leading consumer-focused Private Equity firm, L Catterton. We are projecting to continue adding brands and products at a rapid pace over the coming years and are looking for high-caliber and well-rounded team members with the capabilities to help us achieve our ambitious vision.

Roles and Responsibilities:

  • You will guide the roadmap for customer service and order management. Look for opportunities to automate processes, build for scale, and reduce costs.

  • You will plan, manage, and improve our customer service program across brands.

  • You will centralize and manage order activity across sales channels and brands. Support new brands, channels and fulfillment centers as required.

  • You will ensure orders from all sales channels flow to the proper fulfillment centers, and partner with the Warehouse Operations Manager on fulfillment performance.

  • You will manage a team that responds to questions from customers, resolve their issues, and provide outstanding service. Guide policy and the voice of our service.

  • You will track and report out key performance indicators of our customer service program.

  • You will implement processes for monitoring and reducing costs associated with fraud.

Minimum Qualifications:

  • At least 5+ years experience in a customer service or eCommerce management role

  • Organized and productive work style; loves the feeling of getting things done

  • Effective and positive leader

  • Comfortable to deliver and receive feedback, and highly self-aware

  • Known to thrive in fast-paced environment and under a deadline

  • Excited to join a growing high-performing team while learning at a rapid pace

Dragonfly is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, veteran status or genetic information.