Director of Customer Experience (CX)
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The Director of Customer Experience will play a key role in the success of our company by building on our best-in-class customer retention, turning loyal customers into true brand evangelists. You’ll lead a team of high-potential, in-house agents and evolve our customer service function into the company’s engine for insights, innovation, and retention.
In this role, you will:
Set the vision, the strategy, and the structure for making customer service a key brand differentiator and retention-driver for our company.
Build, develop, and manage a team of world-class agents working across support channels.
Define success metrics for individuals, the team, and the department; do what it takes to achieve them.
Research, configure, and deploy new tooling and technology to improve efficiency and manage costs without eroding customer satisfaction and loyalty.
Build out a voice of the customer/customer listening program to keep everyone at the company close to the customer experience.
Advocate for the features and fixes that will meaningfully enhance the customer experience; work cross-functionally to see them realized.
Originate and execute new initiatives to improve customer retention and LTV.
Own the communication of plans, performance, and metrics to our leadership team.
You have…
3+ years of experience managing a customer service function, preferably in the context of direct-to-consumer subscription.
No interest in managing a ‘contact center’; you want to lead a team of high-potential employees to achieve great things for our customers.
A track record of building and managing a high-performing team of exempt and non-exempt employees.
A strong point of view about what great customer service is and how it should be delivered.
A strong appreciation for and aptitude with data and analytics; numbers and metrics are key to your decision-making process.
Impeccable communication skills.
You’ll be successful in the role if…
You’re passionate about hiring and developing talent.
You’re motivated to create clarity, durable processes, and results out of ambiguity and opportunity.
You hold yourself and your team to a high standard when it comes to performance.
You’re comfortable working at different levels, as happy to get hands-on configuring backend tooling as you are presenting results to the CEO.
The Director of Customer Experience will play a key role in the success of our company by building on our best-in-class customer retention, turning loyal customers into true brand evangelists. You’ll lead a team of high-potential, in-house agents and evolve our customer service function into the company’s engine for insights, innovation, and retention.
In this role, you will:
● Set the vision, the strategy, and the structure for making customer service a key brand differentiator and retention-driver for our company.
● Build, develop, and manage a team of world-class agents working across support channels.
● Define success metrics for individuals, the team, and the department; do what it takes to achieve them.
● Research, configure, and deploy new tooling and technology to improve efficiency and manage costs without eroding customer satisfaction and loyalty.
● Build out a voice of the customer/customer listening program to keep everyone at the company close to the customer experience.
● Advocate for the features and fixes that will meaningfully enhance the customer experience; work cross-functionally to see them realized.
● Originate and execute new initiatives to improve customer retention and LTV.
● Own the communication of plans, performance, and metrics to our leadership team.
You have…
● 3+ years of experience managing a customer service function, preferably in the context of direct-to-consumer subscription.
● No interest in managing a ‘contact center’; you want to lead a team of high-potential employees to achieve great things for our customers.
● A track record of building and managing a high-performing team of exempt and non-exempt employees.
● A strong point of view about what great customer service is and how it should be delivered.
● A strong appreciation for and aptitude with data and analytics; numbers and metrics are key to your decision-making process.
● Impeccable communication skills.
You’ll be successful in the role if…
● You’re passionate about hiring and developing talent.
● You’re motivated to create clarity, durable processes, and results out of ambiguity and opportunity.
● You hold yourself and your team to a high standard when it comes to performance.
● You’re comfortable working at different levels, as happy to get hands-on configuring backend tooling as you are presenting results to the CEO.
