Vice President, Global Member Experience

| Greater LA Area

Honey is a fast-growing startup based in Los Angeles. Our online shopping platform offers users a smarter way to shop. Through a simple browser extension, we open up instant access to exclusive savings, deals, rewards and discovery, all powered by the collective knowledge of Honey’s community of online shoppers. We are helping millions save when they shop online, and we're hiring! We are actively seeking a Vice President of Global Member Experience to join the Operations team in our Los Angeles office.


About The Team:

Our Membership Experience team is the connection between Honey and the world — they collect and analyze feedback, detect trends, diagnose bugs, make wrongs right, and help our 10+ million members worldwide find great deals every day.


About The Role:

Honey is rapidly expanding the suite of products available to our members, and we’re looking to dramatically scale our customer support in the coming months to a world-class, always-available organization that will span both local and overseas teams. You will be the architect leading this charge, working with the Product and Operations teams to plan, scale, lead, and refine how we do customer support at Honey. This role will report to the COO.


What You’ll Do:

As the Vice President of Global Member Experience, you will:

  • Design and scale the Member Experience team to support a variety of products and services with 24x7 availability across email, chat, and phone
  • Build processes that enable the right work to be handled by the right people, ensuring that our members consistently have great experiences when they reach out
  • Work with the Product team to identify opportunities to improve our products, build and improve tooling, and otherwise prevent or simplify future work
  • Identify and fix communication breakdowns, operational inefficiencies, and other factors that prevent the Member Experience team from being a well-oiled machine
  • Level up and support operational managers so that they can effectively ensure high standards of service
  • Rapidly scale the team using a combination of local hires and outsourcing


About You:

  • Minimum of 10 years of experience in designing, building, and leading support organizations that customers rave about
  • A knack for seeing how to make something better, and the resourcefulness to execute on those insights consistently
  • Strong sense of ownership and a “whatever it takes” attitude towards getting stuff done
  • Expert knowledge of common customer experience platforms such as Help Scout, Olark, and Zendesk
  • A natural, deep curiosity that drives you to learn, investigate, and constantly ask why
  • A strong growth mindset and an appetite for being constantly pushed beyond your comfort zone


Honey is an equal opportunity employer. We are committed to building a diverse and inclusive company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local law.

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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • ApolloLibraries
    • GraphQLLibraries
    • KubernetesLibraries
    • DockerLibraries
    • React NativeLibraries
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • Apache Beam w. Google Dataflow using ScioFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • BigTableDatabases
    • BigQueryDatabases
    • ElasticsearchDatabases
    • Google SpannerDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement

Location

We're about a block away from the Staples Center, two blocks from the 7th Street Metro Station, and across the street from 7th and Figueroa!

An Insider's view of Honey

What are some social events your company does?

We have a regular company all-hands that gives everybody from different teams a chance to catch up with each other, quarterly recreational tournaments (usually ping-pong or competitive video games), board game nights, and a lot of the time just hanging out at whatever local events may be going on.

Sean

Software Engineer

How do you collaborate with other teams in the company?

Cross-team collaboration plays a big role in ensuring deploys go smoothly. Sync ups between Engineering, Product, Design, and beyond, occur on a daily basis. Whether it’s a drop-in at someone’s desk, a Slack message to update a spec/status of a ticket, or a full on meeting--the communication never stops, to ensure that we’re all on the same page.

Yvonne

QA Engineer

What are some things you learned at the company?

Being flexible and stepping out of my comfort zone. At Honey, several times I’m given the opportunities I’ve never had prior to working here. For example, I’ve had to schedule, plan and drive meetings. I’ve also had to get used to constantly presenting my work to my peers. It’s really great because it’s taught me how to be a better communicator.

Xola

Software Engineer

How do you make yourself accessible to the rest of the team?

We have a completely open culture at the company, from seating to communication. Every Friday we do a company wide stand-up where we are as transparent as possible. The only way we can hit our objectives is if everybody is operating with the same information.

Glen

COO

How has your career grown since starting at the company?

I started at Honey when there were only 10 people in the company and today we have over 100 employees. In the past 2 years we’ve seen tremendous growth both internally and externally which has allowed me the opportunity to build out a team underneath me, work across departments and provide input for the product and company’s future.

Stephanie

Sr. Director of Partnerships

What are Honey Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Our party planning committee and our Employee Resource Group committees plan events that
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Honey's team fitness initiatives include In-office yoga, In-office fitness classes, sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Honey matches 100% up to 3% of employee contributions
Company Equity
Honey is still offering early-stage equity to anyone who joins the team. Vesting occurs over a 4 year period with a 1-year cliff of 25%.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Honey hosts quarterly all hands and outings. Teams have the discretion to host additional team outings.
Free Daily Meals
We provide free breakfast on Monday, Tuesday, Wednesday, Thursday, Friday. Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Game Room
Our game room includes Ping Pong, Foosball, Video Games.
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Monday, Tuesday, Wednesday, Thursday, Friday. Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Happy Hours
Happy hours are hosted At team's discretion.
Parking
We offer employees Free on-site garage parking, A parking subsidy.
Recreational Clubs
Relocation Assistance
We provide relocation assistance for some roles for candidates who are not local to the Los Angeles area or other office locations.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Honey offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Honey hosts lunch and learn meetings weekly.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program.
Online course subscriptions available
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