Customer Experience Manager, Ecommerce, NYT Wirecutter

Company: The New York Times
Location: New York City
Posted on: April 1, 2026

Job Description:

The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for. Job Description The New York Times Wirecutter is looking for an experienced Customer Experience Manager to oversee the end-to-end customer journey and experience for our new ecommerce business. You will develop our customer support infrastructure. This infrastructure includes our service strategies, training programs, and standard operating procedures. These procedures ensure our team provides an excellent, high-quality experience. You will also be the lead owner and manager of Gorgias, our support platform. This role is a hybrid role reporting to the Director of Operations. You can typically expect to be in the office 3 days per week. About the Role You will be the strategic bridge between our customers and our global suppliers. You will manage these supplier relationships, holding our partners accountable to high standard Service level agreements (SLAs) and resolving fulfillment bottlenecks. We are looking for a proactive problem-solver who can translate data into applicable insights to ensure operational excellence as we scale. Responsibilities: You will be the internal product owner for Gorgias, our customer support platform. You will build automated workflows, intent-based rules, and self-service tools to maintain a high deflection rate managing all incoming inquiries by email and chat, to guarantee an excellent customer experience. You will develop a comprehensive Customer Care Playbook to govern our support operational processes. You will conduct weekly QA audits of tickets to ensure high CSAT (Customer Satisfaction) scores. You will build relationships with partners for each assigned customer with main dropshipping suppliers, serving as the primary contact for our partners. Collaborating with our Ecommerce Operations Associate, you will negotiate customer support terms and manage bulk inventory transitions. You will also hold suppliers accountable to fulfillment Service level agreements (SLAs). Additionally, you will monitor daily reports to resolve fulfillment issues. You will handle payment disputes and manage our returns process. You will be responsible for all customer support reporting, including product complaints, using these insights to evolve our operations. Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world. Basic Qualifications: 5 years direct/related experience in ecommerce operations or customer experience management 3 years of technical knowledge of Gorgias and Shopify Experienced with adapting, pivoting, and prioritizing goals, working with ambiguity. Excellent communication, presentation, organizational, and problem-solving skills Demonstrated ability to work independently and collaboratively with company partners Preferred Qualifications: Experience with working on high-performing teams Experience developing and implementing operating procedures. Familiarity with drop shipping Experience working with remote teams REQ-019619 The annual base pay range for this role is between: $85,000 - $100,000 USD For roles in the U.S., dependent on your role, you may be eligible for variable pay, such as an annual bonus and restricted stock. Benefits may include medical, dental and vision benefits, Flexible Spending Accounts (F.S.A.s), a company-matching 401(k) plan, paid vacation, paid sick days, paid parental leave, tuition reimbursement and professional development programs. For roles outside of the U.S., information on benefits will be provided during the interview process. The New York Times Company is committed to being the world’s best source of independent, reliable and quality journalism. To do so, we embrace a diverse workforce that has a broad range of backgrounds and experiences across our ranks, at all levels of the organization. We encourage people from all backgrounds to apply. We are an Equal Opportunity Employer and do not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. The U.S. Equal Employment Opportunity Commission (EEOC)’s Know Your Rights Poster is available here . The New York Times Company will provide reasonable accommodations as required by applicable federal, state, and/or local laws. Individuals seeking an accommodation for the application or interview process should email reasonable.accommodations@nytimes.com. Emails sent for unrelated issues, such as following up on an application, will not receive a response. The Company encourages those with criminal histories to apply, and will consider their applications in a manner consistent with applicable "Fair Chance" laws, including but not limited to the NYC Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. For information about The New York Times' privacy practices for job applicants click here . Please beware of fraudulent job postings. Scammers may post fraudulent job opportunities, and they may even make fraudulent employment offers. This is done by bad actors to collect personal information and money from victims. All legitimate job opportunities from The New York Times will be accessible through The New York Times careers site . The New York Times will not ask job applicants for financial information or for payment, and will not refer you to a third party to do so. You should never send money to anyone who suggests they can provide employment with The New York Times. If you see a fake or fraudulent job posting, or if you suspect you have received a fraudulent offer, you can report it to The New York Times at NYTapplicants@nytimes.com. You can also file a report with the Federal Trade Commission or your state attorney general .

Keywords: The New York Times, Yonkers , Customer Experience Manager, Ecommerce, NYT Wirecutter, Customer Service & Call Center , New York City, New York