Customer Experience Manager

About Nabis
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 are building an innovative technology-first platform to scale the cannabis industry, improving efficiency, transparency, and customer satisfaction.

Our team includes backers from Y Combinator and notable figures in tech and entertainment, and we are scaling the cannabis supply chain to become the largest distributor of cannabis products in the world.

Job Description

The Customer Experience Manager actively aligns the goals of our external partners with the Nabis mission and day-to-day operations while maintaining transparency with the internal organization. This role requires a broad, big-picture view paired with a rigorous understanding of day-to-day operations and SOPs. The manager will monitor and participate in all external communications to Brands and collaborate with Operations Managers to improve and standardize communication.

They will participate in Brands’ first orders, meet with all points of contact, and act as a liaison to all Nabis departments to facilitate introductions and ensure high-quality white-glove service. They will train Brands to use the Nabis portal efficiently in alignment with internal SOPs, while focusing on delivering outstanding customer experiences. They will authorize new Brands to engage with Nabis and continuously monitor touchpoints to maintain consistency.

They will flag suboptimal situations, communicate solutions to the team, and guide course-corrections by quarterbacking scenarios. As an active day-to-day operations coordinator, this role must maintain professional relationships with all operations members, handle irregular and escalated matters, and work with colleagues and the GM to flag ownership gaps, take interim ownership, and close gaps by assigning ownership.

Responsibilities

• Overall owner of external communications between external partners and Nabis, maintaining a positive, partnership-focused tone to strive for customer delight.
• Actively monitor all communications (Zendesk, Slack, phone, etc.) between partners and Nabis.
• Ensure timely responses and effective communication by directly responding and/or monitoring all communications.
• Hold local teams accountable to communication metrics (e.g., response and resolution times).
• Collaborate with Ops Managers to keep them in the loop about non-copied communications (phone calls and texts); establish SOPs to create visibility across all comms.
• Serve as a secondary point of contact and closer for all handles.
• Monitor active threads regularly for timely responses and ensure no communications are left unattended.
• Police archiving of all resolved threads in Zendesk, maintaining manageable inboxes.
• Serve as the primary point of contact on escalated situations, working with the GM and Operations Managers to resolve.
• Conduct post-mortems of escalated situations and write/assign SOPs for future instances.
• Serve as primary handle owner when needed.
• Develop, improve, and standardize Nabis communication to all brands.
• Train team on communication with partners.

• CX Team Manager — Manage, coach, and develop CX associates and supervisors to perform tasks accurately and efficiently while fostering a positive team culture.
• Be responsible for the team’s successes and losses, holding them accountable to department KPIs and processes.

• Active Voice for Brands to Local Team — Solve customer problems rather than passing the ball.
  • Regularly update local operations on Brand developments and provide context on operational impacts.
  • Evaluate operational pain points with Brands and guide mitigation efforts.

• Brand Operational Onboarding — Seamlessly transition onboarding from Partnerships manager to CX team; provide white-glove service for Brand’s first orders; guide Brands through order creation and overall Nabis process; introduce them to handles and respective managers; solicit feedback; maintain seamless relationships with Brands.

• Quarterb…