Pandora Team Lead Supervisor, Customer Experience - B2B

$55k - $70k

Pandora

Team Lead Supervisor, Customer Experience B2B
As the largest jewelry brand in the world, we give a voice to millions of people's loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives.
Where original thinking is welcomed and can turn into a positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion. At Pandora, where you can craft far more than just an incredible career.
About this role: The B2B Customer Experience Team Lead Supervisor is an operational leadership role responsible for overseeing the day-to-day performance, alignment, and execution of our B2B Customer Experience team. This position focuses on leading hourly Customer Experience Representatives to ensure consistent service delivery, policy adherence, and operational effectiveness across B2B support channels, in the US, Canada, and Latin America.
This role goes beyond basic supervision by reinforcing performance standards, monitoring KPIs and SLAs, and driving accountability within the team to maintain stable and high-quality customer experience. The Supervisor supports the implementation of Customer Experience initiatives, ensures team alignment with established priorities, and escalates trends or operational risks as appropriate.
As Pandora continues to grow its e-commerce and retail footprint, this role plays a key part in maintaining service consistency, strengthening team engagement, and delivering reliable operational execution within the defined B2B service framework.
What you will do in this role:
Supervision & People Management
Lead and develop a team of Customer Experience Representatives across B2B support which includes but is not limited to order importing workflows, driving performance, service quality, and engagement
Provide ongoing coaching, feedback, and performance management to ensure adherence to KPIs, SLAs, and service standards
Reinforce accountability, attendance, and log-in compliance expectations
Prioritize and oversee escalations, ensuring timely resolution and appropriate communication
Support onboarding and training of new hires to ensure readiness and consistent execution of B2B workflows
Promote a collaborative, team-oriented environment aligned with Customer Experience priorities
Operational Execution & Support Oversight
Ensure consistent execution of established B2B service processes, workflows, and support standards
Support implementation of new tools, system enhancements, and process updates impacting the B2B team
Monitor case trends, contact drivers, and recurring issues, escalating broader operational themes to Manager and Director leadership
Maintain structured escalation processes and ensure compliance with defined case management protocols
Support ongoing process improvements by identifying workflow gaps within the team and recommending practical adjustments
Analytical & Data Skills
Analyze contact data to identify performance trends, SLA gaps, quality opportunities, and support drivers
Create and maintain team-level reporting and dashboards to track productivity and service outcomes
Ensure reporting accuracy and documentation of trends for leadership visibility
Translate operational findings into clear summaries for Manager and Director review
Partner with Quality and Training teams to reinforce continuous improvement within the team
Collaborate with Retail partners, IT, and cluster stakeholders to gather information needed to resolve operational issues impacting B2B support
Process Standardization & Documentation
Maintain and update team SOPs and workflow documentation to support consistency and clarity
Ensure adherence to established service standards and compliance requirements
Support onboarding documentation and training materials to reduce ramp time and performance variability
Reinforce defined service metrics and execution expectations across the team
Leadership & Company Standards
Uphold Pandora's company standards, values, policies, and leadership expectations in all aspects of the role, serving as a role model for professional conduct, accountability, and collaboration
Demonstrate sound judgment and take ownership of issues that may extend beyond the immediate scope of B2B Customer Experience, engaging the appropriate partners and leadership when needed
Represent Customer Experience and Pandora positively across teams and functions, maintaining a consistent standard of professionalism and accountability
Support broader Customer Experience and company priorities as needed, recognizing that leadership responsibilities extend beyond the day-to-day responsibilities of the B2B function
Cross-Functional Collaboration
Partner with Retail Ops, IT, Sales, and cluster stakeholders to support operational alignment and issue resolution
Participate in meetings related to system rollouts or operational changes impacting the B2B team, ensuring team readiness and awareness
Provide frontline feedback to Customer Experience Manager and Director leadership to inform broader Customer Experience decisions
What is needed to succeed:
Bachelor's degree in Business, Operations, or related field preferred
3-5 years of experience in a customer service or B2B support environment
3-5 years of direct people leadership or supervisory experience
Demonstrated ability to lead a team to achieve defined performance goals, service standards, and operational KPIs
Experience supporting retail, wholesale, or distribution partners preferred
Familiarity with order management systems (OMS), WMS platforms, and CRM tools such as Salesforce Service Cloud
Ability to analyze operational data, identify performance trends, and take corrective action at the team level
Proficiency in Microsoft Office Suite and experience creating or maintaining performance reports and dashboards
Effective cross-functional communication skills to support operational alignment
Ability to multi-task, prioritize effectively, and manage competing demands in a fast-paced environment
Proven ability to collaborate with internal partners to resolve operational issues
Maryland Salary: $55,000 - $70,000 commensurate with experience
About Pandora:
Pandora is the world's largest jewelry brand, specializing in the design, crafting and marketing of accessible luxury jewelry made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewelry. Pandora jewelry is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores.
Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewelry with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 32.5 billion (EUR 4.4 billion) in 2025.
Pandora's recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.
About Pandora NAM:
The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 130 in our Logistics Center in Glen Burnie, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores.
Today, the USA is Pandora's single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.

Apply

Vacancy posted 1 day ago

Similar jobs that could be interesting for youBased on the Pandora Team Lead Supervisor, Customer Experience - B2B in Glen Burnie, MD vacancy

Shoe Store Supervisor, Part-Time — Lead Customer Experience
...company in Annapolis is seeking a part-time Store Supervisor to manage daily operations, lead a team, and ensure outstanding customer service. The ideal candidate should have at least 2 years of management experience and a high school diploma. Responsibilities include...
Suggested
Part time
Flexible hours
Designer Brands
Annapolis, MD
2 days ago
Enterprise Account Executive, Comcast Business
$79.09k - $131.13k
...entertainment and online experiences. As a Fortune 50 leader... ...life for millions of customers every day. If you share... ...industries and our goal to lead the future in media and... .... Works as part of a team to drive sales using an... ...-To-Business (B2B) Sales, Cold Calling, Consultative...
Suggested
Full time
Work at office
Local area
Night shift
Weekend work
Comcast
Baltimore, MD
1 day ago
Deployment Success Manager
$128k - $252.5k
Position Summary Our Deloitte Customer team empowers organizations to build deeper relationships... ...design. We can enhance customer experiences and drive sustained growth and customer... ...a Deployment Success Manager, you’ll lead with outcome and value. You’ll be...
Suggested
Local area
Deloitte
Baltimore, MD
1 day ago
Area Supervisor: Lead Store Ops & Customer Experience
$16.5 - $17 per hour
...Stores in Lansdowne, Maryland is seeking an Area Supervisor to oversee store operations and ensure a positive shopping experience. The successful candidate will supervise... ...cleanliness standards, and provide excellent customer service. Prior supervisory experience and strong...
Suggested
Hourly pay
Ross Stores
Lansdowne, MD
2 days ago
Area Supervisor: Lead Store Ops & Customer Experience
Ross Stores is seeking an Area Supervisor in Woodlawn, Maryland. This role... ...standards, and managing customer service excellence. Ideal candidates... ...skills, prior customer service experience, and the ability to work flexible hours. Join a team that values growth and teamwork...
Suggested
Flexible hours
Ross Stores
Woodlawn, MD
2 days ago
Area Supervisor: Lead Store Ops & Customer Experience
$16.5 - $17 per hour
Ross Stores is seeking an Area Supervisor for their Catonsville, MD location. In this role, you will supervise store operations... ...communication skills, fluency in English, and prior customer service experience. Benefits include health insurance, 401K, and employee discounts...
Hourly pay
Ross Stores
Catonsville, MD
12 hours ago
Area Supervisor: Lead Store Ops & Customer Experience
$16.5 - $17 per hour
Ross Stores is seeking an Area Supervisor in Baltimore, Maryland to oversee store operations... ...tasks, and delivering excellent customer service. The ideal candidate will have... ...preferably with prior retail supervisory experience, and must be able to work evenings and...
Hourly pay
Weekend work
Afternoon shift
Ross Stores
Baltimore, MD
12 hours ago
Area Supervisor: Lead Store Ops & Customer Experience
Ross Stores is seeking an Area Supervisor in Gambrills, MD. In this role, you will be responsible for managing daily operations... ...supervising associates, and ensuring a high-quality shopping experience for customers. Your responsibilities will also include maintaining the...
Ross Stores
Gambrills, MD
2 days ago
Cell Therapy Account Executive
$182k - $240k
...Work with us Our team are passionate in the pursuit of excellence... ...ensuring the delivery of a seamless customer experience. To accomplish these goals, the... ...US (P) ~ Proven history of leading cross-functional teams and cultivating B2B opportunities (P) ~...
Full time
Remote work
Flexible hours
Night shift
Autolus Therapeutics
Maryland, MD
5 days ago
Senior Account Executive-Legal Services
...track record of verifiable new customer acquisition sales experience in a quota driven business... ...Preferred ~1-2 years B2B sales experience Position... ...and qualifying sales leads through prospecting, cold calling... ...you call the shots, the team has your back every step of...
Base plus commission
Baltimore, MD
a month ago
Account Executive, Growth Team
...Executive, Growth is part of a two-person sales team focused on driving revenue growth within... ...other as needed to ensure a seamless customer experience and consistent revenue performance.... ...Qualifications Proven experience in B2B or SaaS sales, preferably selling to small...
Contract work
Temporary work
RXNT
Annapolis, MD
a month ago
Customer Service Coordinator
$16.25 - $16.75 per hour
...You’ll be part of our vibrant team that embraces diversity,... ...100 company and the world’s leading off-price retailer. Job Description... ...for promoting an excellent customer experience. Oversees a team of... ...effectively with peers and supervisors Able to train others 1 year...
Hourly pay
Temporary work
Local area
Home office
Flexible hours
Night shift
The TJX Companies , Inc.
Annapolis, MD
3 days ago
Client Success Manager
$75k - $95k
...swag platform, helping B2B companies create meaningful... ...with prospects, customers, and employees: while driving... ...event & brand experiences at scale through automated... ...powered by a world‑class team with hubs in New York,... ...and expert in industry-leading gifting and SWAG solutions...
Full time
Remote work
Flexible hours
Reachdesk
Baltimore, MD
1 day ago
Director of Customer Service & Experience
A leading wholesale building materials company is seeking a skilled Customer Service Director in Glen Burnie, MD. This full-time position... ...leading a customer service team and optimizing order... ...ensure exceptional customer experiences. The ideal candidate will have...
Full time
JJ Haines
Glen Burnie, MD
4 days ago
Customer Service Coordinator
$60k - $70k
...demand, and helping grow key customer accounts across specialty wood... ...at $60K–$70K depending on experience , this role offers strong earning... ...activity Prospect new leads Support Senior Specialists... ...Mindedness, Trust, and Service . Team members are empowered to make...
Full time
Monday to Friday
Chesapeake Plywood
Baltimore, MD
5 days ago
Customer Success Manager
$170 per hour
...Synthesia is the world’s leading AI video platform for... ...London, with offices and teams across Europe and the... ...ideal candidate will be customer–centric and passionate... ...About you Customer-facing experience in Customer Success... ...or similar ideally in B2B SaaS space Experience managing...
Remote work
GrabJobs
Baltimore, MD
2 days ago
Customer Success Manager - Missouri
.... Our platform empowers care teams by simplifying complex workflows... .... About the Role The Customer Success Manager (CSM) plays a... ...program sponsors, department leads, and end user staff. Lead... ..., and improve the customer experience. Provide basic on-site hardware...
Work at office
Remote work
Flexible hours
Impruvon
Baltimore, MD
11 days ago
Account Manager-Director (Energy & Utilities sector)
...relationships. You will represent a team that delivers innovative... ...initiatives that enhance customer experiences, improve digital engagement... ...proven ability to independently lead strategic client... ...expanding strategic accounts in a B2B environment . ~ Experience...
Contract work
Temporary work
For contractors
Local area
Remote work
System One
Baltimore, MD
a month ago
Remote Customer Success Coordinator (CSC)
$28 per hour
...role WarriorBabe is looking for a high-energy, customer focused, and dedicated Client Success Coordinator to join our team! Our ideal candidate is someone who has... ...so consistently delivering a client-centric experience is crucial. This is a role that is heavily-focused...
Hourly pay
Full time
Immediate start
Remote work
Monday to Friday
Flexible hours
Afternoon shift
GrabJobs
Baltimore, MD
2 days ago
Customer Success Lead
$10k
...location, skills, and relevant experience. Some positions may include... ...or commissions. CPower is a leading Virtual Power Plant platform, monetizing the value of customer-sited energy to intelligently... ...Success Lead to join our Operations Team. The CPower Customer...
Work at office
Remote work
Work visa
Flexible hours
3 days per week
CPower
Baltimore, MD
13 days ago
Mid-Market Account Executive
At Verint, we believe customer engagement is the core of... ...elevate Customer Experience (CX) and increase workforce... ..., diverse, and engaged team creates a collaborative... ...solid relationships that lead to fruitful business... ...experience selling complex B2B software product(s) *...
Local area
Shift work
Verint Systems
Annapolis, MD
1 day ago
Customer Service Coordinator
$60k - $70k
...demand, and helping grow key customer accounts across specialty wood... ...at $60K–$70K depending on experience , this role offers strong earning... ...activity Prospect new leads Support Senior Specialists... ...Mindedness, Trust, and Service . Team members are empowered to make...
Full time
Monday to Friday
Chesapeake Plywood
Baltimore, MD
9 days ago
Marketing & Customer Engagement Coordinator
...seeking a creative, organized, and customer-focused Marketing & Customer... ..., and deliver an excellent experience to our customers. This is a... ...improve engagement, reach, and lead generation. Coordinate... ...and concerns to the appropriate team members. Help create a positive...
Full time
Work at office
Local area
Afternoon shift
Valor Home
Crofton, MD
13 days ago
Inside Account Manager
...directly frees our outside commercial team to focus on winning new business — making... ...visible to operations, scheduling, and customer service Relationship & Account... ...account management, or customer service experience in a B2B industrial, chemical, or distribution environment...
Usalco
Baltimore, MD
3 days ago
Sr. Customer Success Manager, Federal
$151k - $207.9k
...talk. About the role: The Sr. Customer Success Manager - Federal role... ...solutions, and winning as a team. In this role, you will: Deliver... ..., and other stakeholders to lead and coordinate customer... ...role if you: Have 5+ years of experience in a customer success, account...
Permanent employment
Local area
Flexible hours
Shift work
Okta
Annapolis, MD
1 day ago
Sr. Customer Success Manager
$151k - $207.9k
...talk. About the role The Sr. Customer Success Manager role will play... ...innovative solutions, and winning as a team. In this role, you will... ...to resolve escalations and lead coordinated success motions.... ...role if you Have 5+ years of experience in a customer success, account...
Local area
Worldwide
Flexible hours
Shift work
Okta
Baltimore, MD
1 day ago
Global Airline Customer Experience Coordinator
American Airlines in Annapolis, MD is seeking a Customer Service Coordinator to support passengers and freight operations. The role involves assisting with check-in, managing cargo status, and ensuring compliance with travel regulations while delivering courteous service...
Hourly pay
Shift work
American Airlines
Annapolis, MD
1 day ago
Online Loans Customer Experience Lead
Mariner Finance, LLC, located in Maryland, seeks a team leader for online loan operations. In this role, you will oversee a customer service team dedicated to providing exemplary support for online loans, ensuring compliance with lending regulations. The ideal candidate...
Mariner Finance. LLC
Annapolis, MD
2 days ago
Branch Growth & Customer Experience Leader
...development. Direct sales, service, and risk controls to meet annual goals and deliver an exceptional customer and employee experience. You will recruit, coach, and evaluate team members, build Business Banking relationships, ensure compliance, and partner with other bank...
M&T Bank
Gambrills, MD
1 day ago
Store Team Lead
$16 - $20 per hour
...Chico's in Maryland is seeking an Associate Lead to support store management and ensure an exceptional customer experience. Responsibilities include supervising sales associates, handling cash transactions, and maintaining store operations. The ideal candidate will have...
Flexible hours
Chico's
Annapolis, MD
4 days ago

Do you want to receive more vacancies?

Subscribe and receive similar vacancies to Pandora Team Lead Supervisor, Customer Experience - B2B. Be the first to apply!