Senior Manager, Service Design & Recovery

Brief DescriptionAbout usAt FreshDirect, we are reinventing the grocery experience.Since day one, our mission has been simple: bring the best, freshest food directly from the farm to people’s homes — faster, fresher, and smarter than anyone else.We’re not just a food company. We’re a technology-powered, customer-obsessed team building one of the most innovative end-to-end food supply chains in the industry. From proprietary routing systems to our state-of-the-art fulfillment center, every part of our business is designed to deliver unmatched quality, convenience, and care.We partner directly with farmers, fishermen, and artisans to source the highest quality ingredients — then use smart data, automation, and logistics to deliver them at peak freshness.It’s grocery shopping reimagined — and we’re just getting started.If you’re passionate about innovation, care deeply about what people eat, and want to help build the future of food, we’d love to meet you.The RoleYou will design how FreshDirect fixes problems, ideally before the customer knows there is one, as a founding member of a new customer experience team. You will own the policies, journeys and tools that let our agents resolve issues right the first time, working hands-on with a strong in-house engineering team. Your work turns what customers tell us into changes they feel on their next order, and is key to our goal of a world-class NPS.What You’ll DoBring the voice of the customer into policy, product and operations decisions, using real contacts and what customers tell us in their own wordsDesign policies and service journeys for each customer segment: residential, corporate and business drop-ship, including a premium tier for our highest-value householdsBuild and run our “andon cord” process with Operations: any issue that will change an order is flagged centrally, delivery delays trigger automatic customer texts, and customers affected by shorts or quality issues hear from us firstRewrite credit and goodwill policy so agents can resolve more without escalation, and customers we trust can credit themselves instantlyDesign where AI fits in the customer journey: which questions AI resolves end to end, when it hands off to a person, and the tools that help agentsAssess our contact-center platform and escalation tools, rank the gaps by the contacts they affect, and write the requirements our product and engineering teams build againstIdentify state-of-the-art customer service processes in and beyond grocery, and pilot the ones that fitOwn first contact resolution, escalations and time to resolution, and bring findings to the monthly review of complaint causesIn your first year: the andon cord live, segment policies in place, the platform gap assessment delivered, and repeat contacts measurably downWhat You’ll Bring7+ years of experience, ideally in e-commerce, delivery or another high-frequency consumer business, including 3+ years in customer service, CX operations, service design or customer-adjacent rolesExperience in operations and supply chain roles a plusBachelor’s degree in Engineering, a STEM discipline, Business, Operations or Design, or equivalent experienceProven ability to redesign policies and customer journeys that reduce repeat contactsExperience designing service policies for different customer segments, including corporate or business accountsExperience writing product requirements and working with product and engineering teamsHands-on experience implementing AI in customer service, such as conversational AI, agent assist or AI-based contact taggingExperience with an andon cord, exception-management or lean operations process a plusStrong analytical and problem-solving skills, with excellent communication and stakeholder managementExperience with CRM and ticketing platforms (for example Salesforce Service Cloud or Zendesk)Our Values at FreshDirectWe live these values every day:A Passion for our customers. Our customers are at the heart of everything we do. We listen, innovate, and act quickly to exceed expectations with every order and interaction.One team, one mission. Everyone contributes & every role matters. We break silos, lift each other up, and share a relentless focus on delivering results. That way, we win together.Delivering excellence, every time. We take pride in the quality of our food, service, and the experience we create. Our team goes above and beyond to earn trust and guarantee 100% freshness.Act with integrity. We operate with honesty, respect, and accountability in how we treat our customers, teammates, and partners. We own our outcomes and always do what’s right, even when no one is watching.Make fast, bold decisions. We challenge the status quo, embrace technology, and take smart risks to build a better future. At the same time, we stay true to our NYC roots and care for our community.We love food. Yes, literally all of us.What You’ll Love About Working HereA fast-paced, innovative environment where ideas turn into actionOpportunities for growth — many of our leaders have risen through the ranksDirect impact on how thousands of customers experience food every daySalary$110,000 - $140,000Total Rewards & BenefitsCompetitive compensation and comprehensive benefitsPTO, Safe & Sick Time, and Paid HolidaysMedical, Vision, Dental, and Voluntary Disability coverage401(k) with employer match and Life InsuranceState-of-the-art Bronx campus with on-site basketball court, cafeteria, and employee marketOnsite FREE parkingFREE employee shuttle bus service from nearby Subway stationTraining, leadership development, and tuition discount at local colleges20% employee discount on FreshDirect online orders and Brooklyn wine storeMinimum 50% employee discount at our onsite employee marketMobile phone discounts through partnerships with T-Mobile and VerizonGym membership discounts through NYSCOur CultureWe embrace an in-office culture, composed of individuals who thrive on the collaboration and energy that comes from working together in a shared space. We are looking for people who excel in this environment, where physical presence enhances connections and engagement. At FreshDirect, we’ve created an environment that thrives on teamwork, where associates can innovate, grow, and have successful careers. Many of our leaders have successfully come up through our ranks. Because of our team’s extraordinary efforts, we are a leading innovator in the e-commerce and grocery industries.Equal OpportunityWe are proud to be an equal opportunity employer. Fresh Direct, LLC and its affiliates do not discriminate against applicants or employees because of their race, color, citizenship status, national origin, ancestry, gender, disability, sexual orientation, age, religion, creed, marital status, veteran status, domestic violence victim status, political affiliation, or any other factor protected by federal, state, or local law.The above statements are intended to describe the general nature and level of work being performed by the Team member(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position expectations may be subject to change as the needs of the organization changes.