Role OverviewThe Associate Director of Customer Experience will lead a team of 7-10 and be responsible for the full CX function, from high touch customer engagement to the operational backbone of our repairs and returns process. This person will be a hands-on leader who can sit with a customer on a delicate issue in the morning and dig into a process bottleneck in the afternoon.
What You Will Do
Key responsibilities include team leadership, customer experience, and operational strategy. The Associate Director will manage a team, serve as an escalation point for complex customer situations, define and uphold service standards, and partner with cross-functional teams to resolve fulfillment issues and improve performance.
Why It Might Be a Fit
The ideal candidate will have 8+ years of experience in customer experience, with at least 2-3 years of managing teams. They will be comfortable being both a calm, high-touch voice with a customer and a person redesigning a workflow. Experience with customer service and returns platforms, AI or automation tools, and data for reporting and decision-making is preferred.
Requirements
- 8+ years in customer experience
- 2-3 years of managing teams
- Experience managing a service or repairs operation with real logistical complexity
- Retail, ecommerce, or luxury goods background strongly preferred
- Experience with customer service and returns platforms (e.g. Kustomer, Gorgias, LOOP, Shopify or equivalent)
- Experience implementing AI or automation tools in a CX context
- Comfortable with data for reporting and decision-making
Benefits
- Bonus
- Salary: $130,000 - $145,000 a year
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