The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for.
Job Description
The New York Times Wirecutter is looking for an experienced Customer Experience Manager to oversee the end-to-end customer journey and experience for our new ecommerce business. You will develop our customer support infrastructure. This infrastructure includes our service strategies, training programs, and standard operating procedures. These procedures ensure our team provides an excellent, high-quality experience. You will also be the lead owner and manager of Gorgias, our support platform. This role is a hybrid role reporting to the Director of Operations. You can typically expect to be in the office 3 days per week.
About the Role
You will be the strategic bridge between our customers and our global suppliers. You will manage these supplier relationships, holding our partners accountable to high standard Service level agreements (SLAs) and resolving fulfillment bottlenecks. We are looking for a proactive problem-solver who can translate data into applicable insights to ensure operational excellence as we scale.
Responsibilities:
Basic Qualifications:
Preferred Qualifications:
REQ-019619
For roles in the U.S., dependent on your role, you may be eligible for variable pay, such as an annual bonus and restricted stock. Benefits may include medical, dental and vision benefits, Flexible Spending Accounts (F.S.A.s), a company-matching 401(k) plan, paid vacation, paid sick days, paid parental leave, tuition reimbursement and professional development programs.
For roles outside of the U.S., information on benefits will be provided during the interview process.
The New York Times Company is committed to being the world’s best source of independent, reliable and quality journalism. To do so, we embrace a diverse workforce that has a broad range of backgrounds and experiences across our ranks, at all levels of the organization. We encourage people from all backgrounds to apply.
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