Scentbird

Senior Manager, CX Systems & Operations

United States · Senior

Sponsorship not specifiedDetected 17 days ago

JiraLeadership

About the role

This is not a traditional CX leadership role.
You are the person who knows why a DigitalGenius flow is underperforming, can write the Jira ticket that explains it to a developer, and can rebuild the Kustomer routing logic to fix it.
You bring operational rigor and technical depth, and you use both every day.

Responsibilities

Amazon Storefront and TikTok Shop support queues for Drift and Scentbird AI, Automation & Self-Service -
flow architecture, intent library management, escalation logic, agent handoff configuration, and response quality standards Audit flows systematically - identify incorrect, incomplete, or outdated AI responses and own the fix process from diagnosis through deployment Analyze containment and escalation data to pinpoint where automation breaks down and reduce unnecessary agent handoffs
Goodhabit Own the operational management of complex, backend-driven contact types:
We never skimp on quality of our scents or the products that deliver them.
Our design ethos is simple but effective.

Requirements

Come as you are - we're excited to meet you.

Company info

Competitive base compensation Bonus program Remote first * Referral bonus Paid Time Off and Wellness Time Off Paid Parental Leave 401k with Company Match through Fidelity Medical, Dental, and Vision Benefits Company provided Lifeinsurance, Short-term & Long-term Disability Flexible Spending Accounts, as well as Dependent Care Flexible Spending Accounts Annual Education Stipend Complimentary Scentbird Membership Discounts on Owned Brands Monthly virtual team building/ educational activities A fun, creative and energetic work environment * We are hiring in the following states: Arizona, California, Florida, Illinois, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Texas, Utah, Virginia, Washington
About Scentbird: Scentbird inspires fragrance lovers to go beyond the ordinary and sample scents that evoke passion, confidence, and the unknown.
Our mission is to revolutionize the way we perfume by bringing the ultimate fragrance playground right to your fingertips and offering a digital subscription service that lets members choose from over 1000+ designer perfumes each month.
About the Brands: Scentbird: The easiest way for fragrance lovers to discover, try, and buy their favorite scented products without a commitment Deck of Scarlet: Deck of Scarlet is on a mission to break the clean category, redefining what clean fragrances should smell like.
Composed entirely of vegan, cruelty-free ingredients, our fragrances bridge the gap between the clean and luxury categories, using the highest eau de parfum concentrations housed in sculptural, eye-catching bottles.
You shouldn't have to choose between being luxe and refined, or clean and vegan-now, you don't have to.
Confessions Of A Rebel: We were born in 2018, holding fast to the idea that the fragrance industry was in dire need of a change.
When we looked around, all we saw was a sea of sameness: outdated archetypes of femininity and masculinity paired with unrelatable images of luxury that we had no say in.
In truth, we are complex in ways that cannot be contained in the traditional heteronormative stereotypes, existing beyond the binary with raw, unfiltered voices that deserve to be heard.
Goodhabit: Enriched with a blend of essential oils, Goodhabit's clean, vegan, cruelty-free fragrances act as bottled intentions you set free with each mist.
Our scents are designed to help you align with the good habits you're building, while working to enhance and boost your mood.
Inhale, exhale, and let the good energy flow through you.
Sanctuary: Created for those who care about the fate of our planets, Sanctuary offers fragrance for a better future.
Our clean, community-driven fragrances are inspired by endangered species and their habitats, each aimed at raising money and awareness for the preservation of their namesake.

Equal opportunity

We strive to uphold an inclusive environment where individuals of all different backgrounds, ages, colors, ethnicities, gender, or gender identities, genetics, physical or mental abilities, protected veteran status, race, religious or sexual orientation, thrive.

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This listing is sourced directly from Scentbird's careers page and normalized into a canonical job model.