Nabis is the #1 Licensed Cannabis Wholesale Platform in the world with the largest portfolio of cannabis brands, supplying hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.
We’re at the forefront of this movement and are building an innovative technology-first platform to scale the entirety of the cannabis industry. Through dedication to enhancing efficiency, transparency, and customer satisfaction, Nabis is paving the way for sweeping legalization.
Our team, backed by Y Combinator and from a celebrity roster of tech luminaries and celebrities, including Doordash co-founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch cofounder Justin Kan, is scaling the cannabis supply chain with technology and our ultimate goal is to become the largest distributor of cannabis products in the world.
Nabis is seeking a Senior Customer Experience Manager to play a critical role in improving, scaling, and expanding our Customer Experience Department. This role will focus on enhancing operational workflows for our Support Teams and managing client relations. The ideal candidate is highly organized, strategic, and data-driven with excellent leadership skills, and is adept in P&L management, logistics, and customer support/business operations.
The Senior Customer Experience Manager will be tasked with leading teams that provide support internally and externally via multiple channels, and managing evolving requirements while maintaining operational KPIs aimed at productivity, sustainability, and high touch customer service. This pivotal role contributes significantly to Nabis's operational efficiency and expansion of service through the refinement and implementation of operational standards and processes.
- Lead efforts to create and maintain outstanding experiences for our customers
- Works with cross-departmental stakeholders to ensure that processes are rolled out and executed efficiently
- Responsible for developing and executing strategies to enhance customer satisfaction, loyalty, and advocacy while driving continuous improvement across all customer-facing channels
- Implement and maintain well-documented operational best practices, optimizing processes for efficiency and scalability
- Collaborate with senior management to align operating teams with strategic business goals
- Develop, monitor, and report on key performance indicators (KPIs) to measure operational performance and identify areas for improvement
- Lead continuous improvement initiatives, leveraging technology and data analytics to enhance operational efficiency and customer satisfaction.
- Team Management: Lead and mentor a diverse team, fostering a culture of excellence and collaboration
- Resource allocation considering annual planning/budgeting, staffing, and utilization of internal staff
- Designing long-term strategies and mechanisms to ensure the right outcomes for the business and customers
- Developing and maintaining relationships with key stakeholders at outsourced contact center location(s)
- Bachelor’s degree in Business Administration, Supply Chain Management (IEOR), mathematics, or a related analytical field
- 5+ years of experience in operations management, high-growth start-up, or consulting
- Strong experience in operational leadership roles managing both on-site and remote teams at companies with complex and high-growth in-person markets
- Excellent analytical, problem-solving, and decision-making skills
- Proficiency in Microsoft Office and the capability to conduct complex analysis using modeling techniques
- Detail-oriented, process improvement-focused, self-motivated, and energetic, with the drive and ability to learn new skills and grow with the role
- Experience communicating with business owners and high-level leadership
- Experience with CRMs and ticketing softwares (e.g. ZenDesk, Airtable)
- Ability to handle multiple priorities and navigate complex regulatory environments
WHY YOU'LL LOVE WORKING AT NABIS!
What We Do
Nabis is a Series B stage licensed cannabis wholesale marketplace with the largest portfolio of cannabis brands, supplying over 100 brands to 99% of California’s dispensaries and delivery services. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.
Our team, backed by Y-Combinator and a from a celebrity roster of tech executives, including Doordash cofounder Stanley Tang, Gmail creator Paul Buchheit and Twitch cofounder Justin Kan, is scaling the cannabis supply chain with technology with the ultimate goal of becoming the largest distributor of cannabis products in the world.
