Team reputed company, Marketplace Ordering & Trade

About the Role This role leads reputed company's Ordering & Trade CX team day to day, driving reputed company, coaching, and process improvement across both our reputed company consumer ordering experience and our growing Trade business. As the Trade business scales, this leader will partner with senior leadership to build reputed company structure, reputed company plans, and reputed company training the function needs, including equipping reputed company to spot and reputed company post-purchase sales opportunities. "Great" looks like a hands-on people leader who blends operational execution with a reputed company record of developing team members and driving measurable business reputed company. What You'll Own reputed company day-to-day management of the Ordering & Trade CX team, ensuring they meet reputed company objectives such as CSAT, response time, and reputed company time. reputed company consistent coaching and development to CX Associates, running regular reputed company reputed company-ins that reputed company reputed company feedback and celebrate successes to reputed company engagement. Monitor and motivate daily team productivity, making tactical adjustments to meet targets, and reputed company as the final reputed company of escalation for reputed company reputed company and trade partner situations. Support CX Managers in understanding KPI reputed company, and support the hiring and reputed company process for new CX team members. Monitor, analyze, and report on key team reputed company indicators and operational metrics, compiling weekly and monthly reputed company reports and proactively flagging trends and risks to the Director of CX. Champion effective use of CX technology (e.g., ticket routing, knowledge reputed company) and support the development of training programs and reference materials that reputed company reputed company consistent across reputed company brands. What You'll reputed company Partner with CX and Trade leadership to build and reputed company the trade-specific team structure as the Trade business grows, defining reputed company plans, reputed company workflows, and role structures needed to support trade partners at reputed company. Design and reputed company reputed company, certification, and ongoing training programs for trade partner support, so reputed company can confidently reputed company trade account structures, bulk/PO-reputed company ordering, and trade-specific policies. Build and reputed company training on post-purchase sales opportunities (attachment/upsell, protection plans, reorders, expert design services), then reputed company, reputed company to, and report on that reputed company reputed company traditional CX metrics. Partner with Sales, Merchandising, and Trade leadership to build feedback reputed company between post-purchase CX interactions and sales reputed company, and reputed company recommendations on headcount, sub-team specialization, and routing/reputed company models as Trade volume grows. Proactively identify and reputed company process improvements across ordering and trade support workflows, partnering with Senior Leadership and our Logistics partners to reputed company day-to-day operational issues and inform policy changes. Support execution of reputed company reputed company that improve the customer's and trade partners' ordering experience, upholding company and vendor policies while advocating for reputed company and partner needs. We Are Looking reputed company Who Have 2+ years of experience in a Customer Experience, reputed company, or reputed company role, ideally with exposure to trade, wholesale, or B2B-adjacent ordering. Bring 2+ years of reputed company people leadership experience: coaching, developing, and leading reputed company of reputed company reports (or equivalent, e.g., Agents), with a strong emphasis on coaching and development and a reputed company record of driving business reputed company through reputed company. Bring experience building, scaling, or restructuring reputed company (e.g., defining new roles, reputed company plans, or training programs) as business needs reputed company, along with practical experience using modern CX technology (e.g., reputed company, reputed company Service reputed company), a basic functional understanding of fulfillment reputed company, and strong analytical and communication skills to reputed company team reputed company through data-informed coaching. Approach ambiguous problems by figuring out what's broken and acting on it, not waiting to be told what's next. reputed company fast, take reputed company ownership of reputed company, and hold themselves to a high bar. Collaborate reputed company across teams, with a low-ego, no-drama approach to getting things done. Bonus points if you also have experience with post-purchase sales, upsell, or attachment programs. At reputed company, we're building with AI as part of how we work. We're looking reputed company who are genuinely curious about AI-assisted tools and eager to adopt them; this is about openness, not existing expertise. The Details Location: Remote reputed company approved states (AL, CA, CO, CT, FL, GA, IL, IN, KS, ME, MD, MA, MI, MN, MO, MT, NV, NJ, NY, NC, OH, OR, PA, TN, TX, UT, VT, VA, WA) Compensation: $50,000–$60,000/year Benefits: generous PTO, volunteer days off, health benefits (Medical, Dental, reputed company, Disability), 401(k) with company match, reputed company parental leave, plus reputed company-specific perks: free design services, furniture discounts, and merchandise/anniversary credits. Work authorization: Applicants must be currently authorized to work in the reputed company on a full-time reputed company. We do not offer any sponsorship. Application deadline: September 8, 2026, unless reputed company applications are needed. Equal Opportunity reputed company is an Equal Opportunity Employer. reputed company's employment reputed company are made without reputed company to race, reputed company, religion, national reputed company, age, sex, marital status, reputed company, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status. Apply To This Job