Manager of Customer Experience, FIGS
Automation
$75-105k
Plus Employee Stock Purchase Plan
Medical apparel
Open for applications
Medical apparel
201-500 employees
Open for applications
$75-105k
Plus Employee Stock Purchase Plan
201-500 employees
Company mission
To celebrate, empower and serve those who serve others.
Role
Who you are
- The ideal candidate will have a proven track record of managing automation projects in customer service or customer experience environments end to end, with 3-5 years of managerial experience
- 3-5 years experience in AI/ML automation within customer service or customer experience teams
- 3-5 years experience managing diverse, global, remote teams
- Demonstrated experience managing complex AI automation projects across multiple platforms
- Strong understanding of customer service processes and customer journey optimization
- Strategic vision with the ability to oversee multiple initiatives, drive cross-functional collaboration and spearhead change management processes
- Proficiency with AI/ML automation tools and CRM platforms (e.g., Siena, Ada, Zendesk, HubSpot, Genesys, Gladly etc.)
- Excellent leadership, strategic thinking, problem-solving skills
- Exceptional communication and stakeholder management capabilities
- Proven leadership experience in customer experience, operations, or related fields
- Deep understanding of SLAs, CSAT, NPS, and advanced analytics reporting
- Familiarity with multiple CX software tools (e.g., Delighted, Qualtrics, Medallia), and reporting tools (Looker, Tableau, Excel)
- Skilled in data-driven decision making, workflow design, and process automation
Desirable
- Experience with Artificial Intelligence and Machine Learning applications in customer support
- Knowledge of scripting and programming languages is a plus
What the job involves
- We are seeking a skilled and proactive Manager of Customer Experience (Automation/AI) to lead our customer experience team’s AI/ML automation initiatives
- This role is pivotal in enhancing customer service operations by implementing and managing automation solutions across multiple platforms
- Lead the development, implementation, and optimization of AI/ML automation initiatives across all CX channels to drive efficiency, consistency, and scalability
- Develop and oversee automation strategies to improve customer journey efficiency and satisfaction
- Drive measurable ROI by identifying, implementing, and optimizing automation solutions that reduce operational costs, increase efficiency, and enhance satisfaction, with responsibility for tracking and reporting automation ROI metrics
- Manage and coordinate automation initiatives across various platforms, including chatbots, CRM automation, and self-service tools
- Lead and mentor a team of automation specialists, providing guidance, training, and performance management
- Monitor, analyze, and report on formalized automation performance metrics, making continuous improvements
- Ensure compliance with FIGS data security and privacy standards for all automation solutions
- Stay current with industry trends and emerging AI technologies in customer experience automation
- Support the design, management and implementation of comprehensive automation reporting, providing actionable insights and strategic recommendations to executive leadership
- Utilize data analytics to identify areas for improvement and to quantify the impact of CX automation initiatives
- Provide strategic leadership, establishing clear goals, accountability measures, and performance standards for the team
- Foster a customer-centric culture by enhancing customer interactions and driving team efficiency and success
- Lead, develop, and mentor a diverse, remote, and global CX team, fostering growth and high performance
Our take
FIGS is a lifestyle and apparel brand dedicated to providing durable, comfortable, and stylish products for healthcare professionals. Operating on a direct-to-consumer model, FIGS ensures a streamlined connection with its audience.
FIGS' unique selling proposition lies in its Technical Comfort™, featured in its range of antimicrobial, elastic scrubs and uniforms with functional pockets. Inspired by a co-founder's friend, FIGS addresses the discomfort of traditional uniforms and the demanding hours of healthcare professionals. With around 20 million healthcare professionals in the US, FIGS has a significant potential market. However, the economic climate has led to a downturn in purchases despite customer loyalty.
In a strategic move, FIGS partnered with the U.S. Olympic and Paralympic Committee to outfit Team USA healthcare professionals. This partnership, which includes a limited-edition collection for the Paris 2024 Games, underscores FIGS' commitment to supporting healthcare workers on a global stage.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2018
$65m
SERIES B
May 2016
$5m
SERIES A
Total funding: $72m
Company benefits
- Equity: All FIGS employees have the opportunities to own shares in FIGS stock through our new-hire equity program. Additionally, FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan
- Annual bonus
- Comprehensive benefits and perks package focused on your well-being, including premium medical, dental, and vision coverage, and full access to wellness services through Breethe and Classpass. 100% FIGS-sponsored life insurance and disability insurance
- Amazing 401(k) program, with a company match up to the first 6% of your contribution
- Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation
- Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
- FIGS sponsored Uber Eats voucher for in-office weeks
- Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide
- Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more
Company HQ
Santa Monica, CA
Leadership
Heather Hasson
(Executive Chairman)They studied at the University of Wisconsin-Madison before co-founding FIGS in January 2010. They then spent a year at Saïd Business School, and have been a RxArt Board Member since December 2019.
Trina Spear
(CEO)They started their career with 4 years at Citi, before working as an Associate at The Blackstone Group for a year. They co-founded FIGS with Heather in 2010, and have been serving as CEO since.
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