Senior Manager, Service Design & Recovery

About us At 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 Role You 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 Do Bring the voice of the customer into policy, product and operations decisions, using real contacts and what customers tell us in their own words Design policies and service journeys for each customer segment: residential, corporate and business drop-ship, including a premium tier for our highest-value households Build 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 first Rewrite credit and goodwill policy so agents can resolve more without escalation, and customers we trust can credit themselves instantly Design 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 agents Assess 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 against Identify state-of-the-art customer service processes in and beyond grocery, and pilot the ones that fit Own first contact resolution, escalations and time to resolution, and bring findings to the monthly review of complaint causes In your first year: the andon cord live, segment policies in place, the platform gap assessment delivered, and repeat contacts measurably down What You’ll Bring 7+ 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 roles Experience in operations and supply chain roles a plus Bachelor’s degree in Engineering, a STEM discipline, Business, Operations or Design, or equivalent experience Proven ability to redesign policies and customer journeys that reduce repeat contacts Experience designing service policies for different customer segments, including corporate or business accounts Experience writing product requirements and working with product and engineering teams Hands-on experience implementing AI in customer service, such as conversational AI, agent assist or AI-based contact tagging Experience with an andon cord, exception-management or lean operations process a plus Strong analytical and problem-solving skills, with excellent communication and stakeholder management Experience with CRM and ticketing platforms (for example Salesforce Service Cloud or Zendesk) Our Values at FreshDirect We live…

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