Customer Experience Manager

Customer Experience Manager

at RADAR New York, NY RADAR is building technology to completely transform the in-store experience for retail employees and customers alike.

Our proprietary hardware and software platform combines RFID, computer vision and machine learning to provide hyper-precise, real-time location of every product and person in physical stores.

This unprecedented capability enables retailers to automate in-store inventory management, analytics, and checkout...and this is just the beginning of what we hope to accomplish together.

About The Job

We are searching for a driven Customer Experience Manager to maximize the value that we create for our retail customers. In this role, you will work extremely closely with our technical support teams and installation partners to lead the implementation process for RADAR across our tier-1 Retail Customers' stores and organizations.

Additionally, you will plan, stand up, and manage RADAR's NYC Retail Showroom and Retail Labs. In addition, you will contribute to the development of processes necessary to ensure that we are well-positioned to scale as our customer base grows.

The ideal candidate will have a thorough understanding of and appreciation for end-to-end retail operations, in-store processes, and the positive, flexible attitude necessary to implement technology and change across the worlds top global retail organizations.

In Your First Week You Will :

• Meet with product, engineering, and operations teams to gain an in-depth understanding of our business, products, and technology stack
• Participate in several "deep-dives" to learn about our product roadmap, product benefits, and development process see a live demo!
• Partner with our CGO & Director of Customer Success to gain a clear understanding of our go-to-market strategy, 2 year customer roadmap, early customer relationships, and short-term milestones

In Your First Month You Will :

• Be relentlessly inquisitive to understand our business, product and technology stack thoroughly.
• Participate in customer (retailer) meetings to uncover critical considerations in developing our longer-term customer success & customer implementation processes
• Ensure our retail showroom and test facilities feel and operate exactly like a best-in-class retail environment.
• Create long and short-term deployment plans, including setting targets for Radar customer deployment and roll-out milestones and adhering to deadlines.
• Meet with our CEO & CGO to learn about our company culture, values, processes, and more.

In Your First Year You Will :

• Ensure Radars retail customers are leveraging Radar successfully to drive revenue growth and ROI.
• Serve as a point of contact for retail stores & HQ partners as the Radar Platform is deployed across a retail fleet to ensure everyone is aligned.
• Perform quality control on the deployments throughout development to maintain the best in class standards for Radars platform roll-out
• Assist our product team in conducting ongoing usability feedback sessions to improve our current and future facing product features
• Test and maintain RADAR's production platform in our NYC retail showroom
• Provide in-depth training to in-store retail employees across multiple global organizations
• Capture and provide frequent real-world customer feedback to the RADAR team to ensure we are continuously improving our product and processes

Qualifications :

You've been there before. Youve had 5+ years experience in a retail organization (retail and / or retail operations) and thought, "this should be better;

technology can make this better."

• You solve problems from the first principles. You're excited to solve problems in innovative ways, and you resist "this is how it's always been done" thinking.
• You embrace ambiguity and rapid change. Learning is exciting to you, and you thrive in ambiguous startup environments and are able to reduce complex projects into simple execution steps.
• You're adaptable, respond quickly to a shifting reality, and adjust initiatives and priorities accordingly.
• You're an effective communicator and can give and receive feedback and constructive criticism from various channels; youre a people person and able to drive effective collaboration to achieve joint results.
• You're an excellent strategic planner and problem-solver, who is methodical about analyzing processes and systems to understand their functions fully.
• Big picture" thinking, which is key to addressing top-level concerns and finding the best path forward from all of the available data.
• You are tech-savvy.

Preferred :

• You have experience starting or scaling a successful startup.
• You have end to end retail operations, logistics, and warehousing experience
• You have managed technology rollouts and large projects across multiple retail environments
• You have developed and trained high performing teams
• You have experience conducting market research to seek out opportunities to advance and improve an organization

What Were Looking For In Teammates

Technology like what were building doesnt happen on its own. It is the result of a collaborative environment and the hard work of passionate, dedicated individuals working intelligently towards a common goal.

We are looking for exceptional people to join our growing team and have a positive impact on our culture, technology, and product from day one.

We deeply value humility, curiosity, and a positive attitude and you should as well. You should also believe that mutual respect is the foundation of any healthy and productive relationship.

You should be unafraid to ask questions or challenge responses no matter how simple or complex. Most importantly, you should value honest and direct communication as you recognize that this is the best way for any individual or team to continuously learn and grow.

Accomplishing our collective goals will be fun but it will also be hard; you should be in pursuit of an ongoing and rewarding challenge!

What Its Like To Work With Us

Were passionate about the technology weve created and what were building, but we know that changing any industry and creating a successful company will take balance, maturity, and a sustained effort.

Weve combined retail industry expertise, amazing engineers with experience shipping real-world hardware and software solutions, and a team of brilliant minds who are not afraid to focus on solving impossible problems.

But this passion doesnt mean we live unbalanced lives. We have families and passions outside of work, and we know that the best work comes from sharp, rested people.

We respect each other and each of our contributions, and we believe that the best solutions will come from a diversity of ideas and perspectives.

Finally, we build our products with deep empathy for the people who will use them every day. Their input and insights are our clearest guide to building what they need;

we respect our partners and clients, and listen closely to their feedback.

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