Director Of Customer Experience

The Role We are seeking a data-driven and process-oriented Director of Customer Experience (CX) to deliver an exceptional support experience and continuously improve our end-to-end customer experience leveraging customer feedback and insights. You will manage a small remote team composed of a few U.S. based employees and BPO team members, driving high performance and efficiency. You will lead the planning and execution of various initiatives to achieve CX KPIs, working closely with cross-functional partners across the organization (Digital Product, Operations, Lifecycle, Acquisition, Brand, Innovation etc.) and CX vendors (Gorgias, Okendo, Loop, Klaus, etc.). You will join our Growth Marketing team and report to our VP of DTC.

Responsibilities:

• Deliver an exceptional support experience and achieve core CX KPIs (AFRT, ART, CSAT ticket automation %)
• Manage staffing plan and drive strong team performance
• Drive improvements to our end-to-end customer experience
• Share CX trends and insights monthly with the leadership team and key cross-functional partners
• Lead Voice of Customer research and insights and be the voice of customer as we plan strategies and initiatives
• Champion customer priorities cross-functionally, such as collaborating and communicating with Digital Product and Innovation teams to influence customer experience initiatives within their respective roadmaps
• Drive best practices and continuous improvement, including building a customer experience playbook
• Lead the testing and optimization of an AI Chatbot tool to drive automation
• Stay ahead of emerging customer engagement trends and customer experience preferences

Qualifications:

• 5+ years of experience in Customer Experience/Support
• 2+ years of experience in a people leadership capacity
• Experience developing, coaching and mentoring high-performing teams
• Analytical approach to identifying trends, issues, and opportunities, leveraging CX data
• Highly process oriented – ability to drive improvement in complex cross-departmental processes
• The ability to shift from details to the big picture to make decisions, think strategically, and provide recommendations to all levels of the organization
• Familiarity with our eCommerce Stack (Shopify, ReCharge) and CX Tech Stack (Gorgias, Okendo, Loop, Klaus) preferred
• Experience in Looker is a bonus