Office / Consumer Experience Manager

ABOUT THE COMPANY:

Icelandic Provisions is an early-stage growth company that provides essential nutrition rooted in the Nordic Food Philosophy. The flagship product, dairy Skyr, is the only authentic Icelandic Skyr brand in the United States that uses heirloom Skyr cultures and the original recipe that is beloved across Iceland.

The Nordic way of life is not only deeply rooted in the quality of the Icelandic Provisions’ products but runs deep in the organizational culture through theWÁOO (pronounced WOW!) values. When we are attracting talent to join our growing organization, a natural question we ask is whether the candidate brings the “wáoo” factor? We describe is as:Welcoming,Ámbitious,Optimistic, andOn with the butter!

With a strong consumer and business base to build on, we are looking for product-obsessed, passionate individuals who are energized about rapid growth and achievement and want to be a part of the happy, healthy cultural movement that we are leading. We believe in putting best-in-class products in the market and take pride in what we are building, “making everything count” along the way.

ABOUT THE ROLE:

We’re looking for a dynamic, detail-obsessed Office Manager & Consumer Experience Lead to be the heartbeat of our NYC headquarters. This isn’t your typical admin role—it’s an opportunity to shape the daily experience of a fast-growing CPG brand from the inside out. You’ll be the go-to person who keeps everything running seamlessly, from curating a best-in-class office environment to being the voice our consumers hear when they reach out. You’ll work directly with our VP of Communications & Culture on high-visibility events, partner cross-functionally with Marketing, Operations, and PR, and turn consumer feedback into actionable insights that drive real product decisions. If you thrive on variety, take pride in the details others overlook, and want a front-row seat to how a brand is built, this role was made for you.

Office Management Responsibilities:

Work closely with all departments to ensure that the office is always running smoothly, act as THE HUB of the office experience, both for internal and external guests
Maintain aesthetics and organization of office, including printer /appliance maintenance, meeting rooms, supply closet, pantry, and reception area, optimizing when needed
Manage office inventory for departmental supplies, including swag, coupons, products, and related materials
Assist in the onboarding and offboarding of employees (i.e. order keys, order/send computers, set up various accounts, remove access, etc.)
Maintain vendor relationships for all office related equipment and supplies, and ensure all supplies are fully stocked (i.e. printer internet service, cleaning service, kitchen pantry, etc.)
Serve as the primary point of contact with building management for office space maintenance needs
Serve as the Admin for company-wide logistics systems (FedEx, UPS, etc.)
Coordinate shipping / receiving of all packages, packing up product and shipping out, ensuring perfection with every box
Receive weekly office orders in coordination with Operations Team
Coordinate company-wide activities to increase employee engagement and teamwork – events such as regular happy hours, special events, volunteering opportunities, etc
Work closely with CEO and Leadership Team to organize quarterly board meetings, annual company offsite

Consumer Experience Responsibilities:

Maintain all customer service correspondence, using established guidelines to respond to consumer questions/inquiries/complaints, etc – via phone and email. Ensure timely, accurate, and customer-focused responses
Monitor and manage the consumer email inbox and inbound phone calls daily
Collaborate with Social Media counterpart to respond via DM to quality issues
Manage quality complaints and partner with Product Quality Leads
Organize and maintain inbox folders for efficient tracking and follow-up
Report on insights gained from consumer communication in partnership with Product Quality and Safety lead
Coordinate, send out, and track all PR / Influencer shipments in partnership with PR Agency and Mar-Comm Team
Assist in production of all marketing-led events, photo shoots

JOB QUALIFICATIONS:

Strong communication and interpersonal skills to collaborate effectively with colleagues in the office
Ability to work independently and follow through on assigned tasks
Ability and enthusiasm to be present in NYC HQ 4 days/week
Brings a “no task too small” attitude
Strong organizational skills
Attention to detail with a healthy obsession with presentation
Undergraduate degree

ORGANIZATIONAL QUALIFICATIONS:

The ideal candidate for any role within Icelandic Provisions needs to align to the values by exemplifyingWÁOO (pronounced WOW!)in the way that they lead. We will naturally be assessing for the “wáoo” factor (i.e., did they “wáoo” you and will they “wáoo” others?) Here’s how we describe it:Welcoming,Ámbitious,Optimistic,On with the butter!

WELCOMING - Food is one of the greatest connectors we have as humans. In the English language the word “companion,” in Spanish the word “companero,” in Italian the word “compagno,” and in French the word “copain” all come from the Latin meaning “with whom one eats bread.” We love this because we are a provisions company, and we value and embrace how food brings us together. So, it’s only natural that we are looking for talent that is hospitable, welcoming everyone and treating & accepting everyone as this is a core part of the culture at IP.
AMBITIOUS - We have big dreams. We are eager, brave, passionate and love to punch above our weight. We compete in one of the most competitive categories in the consumer-packaged goods retail landscape and we are a small and mighty team. We are seeking individuals who are smart, entrepreneurial believers who are energized by charging toward a common goal to join our team.
OPTIMISTIC - We are a glass half full company. Iceland is regarded as one of the happiest countries on earth despite being dark for much of the year. We are looking for individuals who are focused on the upside and shy away from negativity and know how to persevere no matter what the circumstances are.
ON WITH THE BUTTER! - Put simply we do not like to dilly-dally. We connect dots, move, and then move on. There is an Icelandic phrase that is used to encourage people to get on with it called “áfram með smjörið” which literally translates as “get on with the butter.” We are seeking individuals who know how to make informed decisions and then quickly action them.

YOU’RE AN IDEAL CANDIDATE IF...

You think working in a fast paced, ever changing, entrepreneurial environment is exciting
You believe there is always a better way. You ask lots of questions, actively seek the opinions of others and love working collaboratively
You are a “Swiss Army Knife” of talents and are comfortable with the often fluid, changing environment of a startup and want to make a positive and lasting impact
The unknown, the ill-defined or the uncharted motivates you
You are looking for a work environment without a lot of hierarchy, you like empowerment and have a “roll up your sleeves” mentality
You have strong analytical skills balanced with a great sense of logic and pragmatism when it comes to problem solving
You are self-aware, you pay attention to organizational dynamics, and you are comfortable pacing how you influence and drive organizational change
You are both a doer and an optimist

WHAT ICELANDIC PROVISIONS OFFER:

Exciting work environment in a small team and a great deal of autonomy
Salary Range: $65,000 - $75,000 commensurate with experience
Competitive benefits package including health, dental, vision insurance and 401k matching
Flexible paid time off allowing to manage your time as it works for you
Delicious Skyr available (for free) in the office