GOAT is seeking a results-oriented Consumer Experience Manager. This individual should have strong written and verbal communication skills, as well as strong public speaking and organizational skills. You will be responsible for supporting our off-shore CX teams including our outsource partnerships. The ideal candidate will be an innovative thinker who is comfortable working across a variety of departments. This role requires someone who is great with people, capable of multitasking, is detail-oriented, and able to successfully manage performance results virtually.

In This Role You Will:

• Interview and identify the most qualified candidates for the CX Specialist role(s) and support new hire onboarding.
• Support CX frontline off-shore team’s performance, Training, Quality Assurance, and Workforce Management.
• Ensure implementation and maintenance of training documentation for multiple functions across multiple locations. 
• Effectively managing outsource vendor partnerships including holding them accountable for meeting performance expectations and staffing requirements.
• Stay up to date on industry training trends and best practices.
• Ensure alignment on priorities and strategic direction by partnering with other business units and leaders.
• Support CX frontline teams across sites on escalated contacts and/or otherwise out of the ordinary situations.
• Identify areas to improve performance, policies, and misses.
• Effectively communicate customer issues and/or trends with the Leadership team and devise ways of improving the customer experience, including resolving problems and complaints.
• Assist escalated customers with a wide range of complex technical problems, including the company’s most serious, visible and sensitive issues.
• Assist in testing new methods and tools aimed at expediting our support processes.
• Be flexible to manage other assignments as they arise.

We Are Looking For:

• 2+ years of people leadership experience, ideally at one or more organizations that have 2-sided marketplace structures.
• Experience with Global teams or BPO partnerships a plus.A solid track record demonstrating the ability to manage team performance, results and development.
• Proven ability to communicate and work seamlessly with both technical and business teams.
• Excellent written and verbal communication skills and the ability to simplify complex topics.
• Ability to gather and analyze information to make recommendations that will improve customer experience and improve the marketplace experience.
• Team player, a quick learner, self-starter, able to work independently, and willingness (and ability) to handle the pressures of an increasing level of responsibility as we scale.
• Strong problem solving and excellent written and verbal communication skills; able to interact with team and customers in a clear and concise manner. 
•  Must be able to prioritize work and manage time effectively; the ideal candidate thrives in a fast-paced, multi-faceted, independent environment. 
•  Highly organized with demonstrated attention to detail.
• Available and willing to work extended hours as needed (during crunch times!) per day or per week, including weekends and holidays, to meet business needs.

GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.

The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes.

GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.