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We are on a mission to bring people love whenever and wherever.

User Experience Manager - Online & Offline

$65k – $100k • 0.2% – 1.5%
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Position Overview

You are a hands-on, cross functional, and mission driven User Experience Manager, who is responsible for monitoring, maintaining, and improving the end-to-end user experience for both external users (customers) and internal users (baristas /field operations staff).


Conduct comprehensive review of user experiences on a regular basis
External users
- Online experience: order initiation, placement, tracking, delivery, re-order
- Offline experience: product quality, service quality / interaction with baristas
Internal users
- Online experience: usage of internal information system and tools
- Offline experience: ongoing operations (production, order fulfillment, order delivery), onboarding, training, career advancement

Bridge gaps between field operations team and HQ operations team
- Identify informational and cultural gaps between HQ and field operations teams
- Generate content and utilize proper channels of communication to ensure company mission cohesion and goal alignment

Establish processes monitoring user experiences
- Work with HQ operations team to establish metrics for measuring quality of products and services
- Utilize both online and offline methods to collect data

Identify root cause of issues and work with various functional teams to find solutions
- Present and discuss alternatives with the leadership team
- Work with functional teams to execute solutions

Work with growth team to anticipate impact on user experience and proactively find solutions to protect product & service quality
- Support the launch of new products, fleet, and service geographies
- Discuss upcoming operational challenges and constraints

Desired Skills & Experience
- 5+ years of work experience in operational roles
- 2+ years hands-on management experience leading teams consisting of 20 to 100 employees
- Experience in consumer retail, administrative functions, supply chain, event organization preferred
- Ability to understand business objectives and how it translates into relevant metrics
- Strong communications skills, ability to work with cross-functional teams and people from diverse educational and cultural backgrounds

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