Director of Customer Experience

At Everlane, we want the right choice to be as easy as putting on a great T-shirt. That’s why we partner with ethical factories around the world. Work with high quality and more sustainably sourced materials. And share the actual cost of every product we make. But there’s a lot more work to be done, and we’re excited to be growing a team of motivated humans that are up for the challenge.

Customer Experience (CX) is a group of resourceful, empowered, multi-faceted individuals. As brand ambassadors, we create meaningful connections with our customers. We are empathetic, creative problem solvers who come from diverse backgrounds offering simple solutions to complex problems. We influence every step of the customer journey, collaborating with cross-functional partners and leveraging data to refine our customer experience. Our unconventional team includes fraud busters, international gurus, logistic wizards, social butterflies, product genius, and payment.

This role is an integral part of the organization. The Director of CX thrives in a growth organization, excels at connecting with people, drives results and processes. You are charged with creating a culture of high performance, operational excellence, and superior customer engagement. The Director of CX is responsible for the efficient management of today’s operations and for developing new ways our CX department can support the broader Everlane business goals. These new strategies include; cultivating new revenue opportunities, improving profitability, building out customer analytics, and other innovations in customer engagement.

This is a fully-remote position and will report directly to our Chief Technology Officer. The expectation is that this role will need to travel to our San Francisco headquarters once a month.

Please note: We are only accepting applications from those who file their taxes in one of the following states: California, Florida, Illinois, Kansas, Massachusetts, Minnesota, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, and Washington.

Your day-to-day:

• Build, develop, and execute the CX vision and strategy for Everlane
• Build diverse, high performing teams; oversee the hiring process for CX
• Responsible for assessment, training, and ongoing development for the CX Team
• Support and guide the CX team to achieve results
• Collaborate with all other functions in the company to drive better customer outcomes
• Innovate the ways we can better support our customers - whether through new platforms, channels, or communication styles
• Represent the voice of the customer and energize our organization to support them
• Develop and implement the short and long-term strategies to improve CX’s internal operations, productivity, and performance

We'd love to hear from you if you have:

• 8+ years of leading high performing operations teams
• 3+ years working in a leadership role on a CX environment
• Proven track record of building CX Teams
• Understand of the customer experience in a retail and/or ecommerce environment
• Desire to work on a collaborative and diverse team
• Strong analytical, troubleshooting, problem-solving, and project management skills
• Ability to evaluate and execute smart risks, ability to identify opportunities for improvement, and take the initiative to drive necessary change
• Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence decisions across the organization
• A passion for developing your team and building its culture, inspiring people towards the best version of themselves
• Someone who embraces challenges enjoys solving problems, and is willing to try new things
• Willing to travel to San Francisco headquarters once a month