Global CX Continuous Improvement Manager

HelloFresh
New York, Newark
Workplace: OnsiteFull timeUSD 88,935 - 102,850 annuallyFunction: Industrial, Process & Manufacturing EngineeringExperience: 4-6 yearsSkills: ["Cross-functional communication","Project management","Customer focus","System thinking","Data analysis"]

Own the CX continuous improvement backlog for all HelloFresh brands, translating customer pain points into clear requirements for product, operations, marketing, legal, and finance. Run end-to-end improvement initiatives across markets, manage tickets and SOP creation, and drive adoption with L&D and Customer Care Ops. Use Voice of Customer signals (CSAT, sentiment, contact drivers) to prioritize issues and quantify customer and business impact while rolling out solutions globally.

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FursaFursa
HelloFresh
HelloFresh
4 days ago

Global CX Continuous Improvement Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own the CX continuous improvement backlog for all HelloFresh brands, translating customer pain points into clear requirements for product, operations, marketing, legal, and finance. Run end-to-end improvement initiatives across markets, manage tickets and SOP creation, and drive adoption with L&D and Customer Care Ops. Use Voice of Customer signals (CSAT, sentiment, contact drivers) to prioritize issues and quantify customer and business impact while rolling out solutions globally.
Location: New York, Newark
Workplace: Onsite
Employment Type: Full time
Job Function: Industrial, Process & Manufacturing Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Manage a backlog of CX improvement initiatives across markets from identification through global rollout.
  • •Translate customer pain points into actionable requirements for teams such as product, ops, marketing, legal, and finance.
  • •Drive CX and Customer Care readiness for product and tech releases by reviewing changes and assessing agent impact.
  • •Flag operational failures (substitutions, delivery issues, packaging errors) driving avoidable contacts and work upstream on root causes.
  • •Build SOPs, raise tickets, and partner with L&D and Customer Care Ops to operationalize changes and drive adoption.

Pay and Benefits

Salary: USD 88,935 - 102,850 annually
Perks:401kPaid LeaveParental LeaveHealth Insurance

Key Requirements

  • •4–6 years in CX, product operations, or a cross-functional role working across multiple business functions.
  • •Comfort translating ambiguous customer problems into structured requirements for multiple teams.
  • •Experience managing a project backlog and moving multiple workstreams forward at once.
  • •Strong communication across functions, including writing tickets, facilitating stakeholder meetings, and presenting rollout plans.
  • •Lean mindset with a focus on root causes and systemic fixes; ability to work self-sufficiently with data.
Experience:4-6 years
Skills:Cross-functional communicationProject managementCustomer focusSystem thinkingData analysis
Languages:English
Tech Stack:CRMTicketingWorkforce management platforms

Company Brief

HelloFresh
HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn