Customer Experience Manager, Gopuff
$61.2-102.6k
+ Equity program
Groceries, alcohol, home essentials delivery service
Job no longer available
Groceries, alcohol, home essentials delivery service
1001+ employees
Job no longer available
$61.2-102.6k
+ Equity program
1001+ employees
Company mission
To deliver food, drink, supplies, and essentials to customers' doorsteps, safely and quickly.
Role
Who you are
- 7+ years of customer experience, customer service in an inbound operating environment
- 5+ years of Supervisor and/or Manager level leadership experience
- 3+ years of start-up experience
- Bachelor's Degree
- Omni-channel management and optimization
- CRM, telephony, deflection, and automation experience
- E-commerce background
- Six Sigma or similar process improvement experience
- Program management experience
- Flexible availability, including nights and weekends
- Rigorous metrics and analytics skills
- Experience with business case development, business analysis, design, and implementation support on important projects
- Excellent written, verbal, and presentation skills
- COPC Registered Practitioner preferred
What the job involves
- You will lead the daily operations for a team of associates across a distributed footprint in an omni-channel service environment
- You'll ensure that we always do the right thing for our customers and manage outcomes core to the success of our employees and customers
- As part of the Customer Experience team, you will report to the Senior Manager of Customer Experience and partner with other CX managers, workforce management, and marketplace integrity teams
- Communicate with partners to improve coordination and champion the voice of the customer (VoC) as we pursue business expansion activities and implement processes that are material to the customer experience with VoC inputs from across the company and marketplace
- Coach a team of associates to ensure high levels of engagement and retention while managing employee time, performance, attendance, payroll, and personnel needs
- Assess and make recommendations to improve program, channel, and team performance with reduced variability/defects across the customer journey and lead projects, especially those that pose a risk to service delivery and are impactful to the customer experience
- Audit customer interactions, analyze customer data/feedback, handle and resolve customer and employee escalations to mitigate risk to brand
- Develop subject matter expertise across relevant operating requirements, tools, and policies to lead a team and act on limited data and problem-solves with urgency
- Prioritize and distribute important aspects of service operation and new business efforts while remaining accountable for team performance, delivery of our customer experience, corrective action, reviews, and employee concerns
Our take
Gopuff was an early player in the last-mile delivery space, offering consumers access to a wide range of consumer goods (including food and alcohol) with delivery in ~30 minutes through its network of micro fulfillment centers, from which a fleet of drivers pick up and drop off orders.
Gopuff currently operates in over 1,000 cities and is adding more. The company has also made several strategic acquisitions to charge its growth – including UKs Fancy and Dija, and US BevMo!. However, the company faces increased competition on all sides, from Getir (who recently acquired Gorillas), Glovo, and Zapp, as well as high operating costs.
To combat its competition, the company has added a range of new capabilities to its platform, launching features to eliminate former pain points by including advance order scheduling, gifting, and in-store pickup.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Nov 2025
$250m
LATE VC
Dec 2021
$1.5bn
CONVERTIBLE
Total funding: $5.2bn
Company HQ
Northern Liberties, Philadelphia, PA
Leadership
Yakir Gola
(Co-Founder & Co-CEO)Co-founded GoPuff whilst studying at Drexel University.
Rafael Ilishayev
(Co-Founder & Co-CEO)Rafael studied at Drexel University with Yakir, where they co-founded Gopuff together in October 2013, and have been co-CEOs since.
Salary benchmarks
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