Program Manager, Customer Support

Who we are:
Founded in 2013, Thistle is a leading tech-enabled food and nutrition company that delivers ready-to-eat meals right to your doorstep. We empower our customers to get and stay healthy while improving the sustainability of our food system. Thistle began as a single pop-up location in San Francisco, going from selling cold-pressed juices to delivering nearly 15 million delicious, healthy, plant-forward meals, organic cold-pressed juices, and snacks. 
About the role:
As the Program Manager for the Customer Experience team, you’ll be an integral part of delivering excellence to Thistle customers daily. You’ll define, guide, and execute projects that improve customer experience by analyzing trends and generating creative, cross-functional solutions. You’ll regularly work with teams across the company, with special focus on the customer support team to streamline internal processes and improve team efficiency.

What you'll do:

• Guide project and process improvements from concept to execution
• Create new mechanisms and processes to improve efficiency for the support team
• Identify and analyze trends in our support data to pinpoint problems and develop solutions
• Own reporting and communications to support team goals and projects
• Work cross-functionally with teams across Thistle to drive better customer experiences and outcomes

What you'll bring:

• Bachelor’s degree 
• 3+ years of project management or process improvement experience (or equivalent)
• 2+ years of working cross-functionally with technical and non-technical teams
• Solid experience with Google Sheets/Excel and Zendesk or comparable CRMs
• Strong experience using data and metrics to prioritize and evaluate projects
• Solid communication and tech-savvy skills  

Preferred Qualifications:

• 3+ years of process improvement experience 
• Background or previous expertise in customer support and customer experience
• Six Sigma and/or PMP certification

Diversity, equity, and inclusion are essential values at Thistle. We know we do our best and most impactful work when we feel we are represented and belong. We're proud to actively recruit and hire talented people from a wide variety of backgrounds and experiences. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.