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Strategy Manager, Customer Experience job in New York City

Warby Parker jobs
New York (NY), New York City
Company Type:  Certified B Corporation
Industry:  Retail
Employment:  Full-time
Impact Area:  Quality of Life
Company Name:  Warby Parker

Country:  United States
State / Province:  New York (NY)
City:  New York City


We’re looking for a dynamic, sharp-as-a-tack Strategy Manager to join our growing, best-in-class Customer Experience team. As the Customer Experience Strategy Manager, you’ll be a critical part to ensuring Warby Parker is the leader in delivering an exceptional, integrated, and seamless customer experience. You’ll lead strategic initiatives that drive customer satisfaction and growth, work cross-functionally with our Retail, E-Commerce, Supply Chain, Consumer Insights, Technology, and Corporate Development teams, and regularly interact with our senior leadership team to support omnichannel growth and upkeep customer sentiment.  

What you’ll do:

  • Lead select customer experience strategy projects from start to finish, managing detailed project plans and creating actionable implementation plans

  • Identify areas for improvement in key customer journeys, lead the charge in implementing those improvements, and collaborate with relevant teams across the organization

  • Recommend and support the scaling of our customer experience team, maintaining best-in-class employee engagement and customer sentiment scores

  • Lead the implementation of pilot tests to drive our long-term strategic priorities and maintain our Net Promoter Score

  • Ensure seamless integration between all customer facing teams, including Customer Experience, Retail, and Social Media

  • Manage and mentor a small Customer Experience Strategy team, working together to maintain a world-class Customer Experience capability within Warby Parker

Who you are:

  • Equipped with 3+ years of experience in a highly analytic and strategic role (management consulting experience preferred)

  • An optimistic, high-energy problem solver

  • Analytical with a love for data-driven decision making

  • Intellectually curious and eager to learn

  • Proactive and comfortable working with uncertainty

  • A crystal-clear communicator (both in person and online) who’s experienced in translating data into strategic recommendations

  • An expert in Excel and PowerPoint

Extra credit:

  • Experience in retail or consumer products

  • Experience in customer experience and/or contact centers

About us:

Warby Parker was founded in 2010 with a lofty objective: to offer designer eyewear at a revolutionary price while leading the way for socially conscious businesses. By circumventing traditional channels and designing our frames in house, we’re able to offer insanely high-quality eyewear at decidedly non-insane prices (i.e., from $95 with prescription lenses—a fraction of the going price!).

In the last eight years, we’ve grown to over 60 retail locations in the U.S. and Canada, opened our first optical lab in upstate New York, and launched two of our own iOS apps. And for three years running, Fast Company has named us one of the world’s most innovative companies.

We also hold ourselves to the highest standards of social and environmental responsibility. This means lots of different things, like operating carbon-neutrally and distributing a pair of glasses to someone in need for every pair we sell. (We’re big believers that businesses can scale and be profitable while doing good in the world.)

Of course, all work and no play makes an extremely dull office, and no one likes an extremely dull office. (We sure don’t.) As an employee at Warby Parker, you can look forward to company outings, guest speakers, volunteering opportunities, and other brain- (and/or taste-bud-) stimulating activities. It also doesn’t hurt that our team is just great company.

Some benefits and perks of working at Warby Parker:

  • Health, vision, and dental insurance

  • Flexible “My Time” vacation policy

  • Retirement savings plan with a company match

  • Parental leave (non-birthing parents included)

  • Cell phone plan reimbursement

  • A health-and-wellness stipend

  • Free eyewear (plus discounts for friends and family)

  • And more (just ask!)

ref: (SB_10154)
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