Director of Customer Experience

Job Locations US-IL-Chicago
Job Post Information* : Posted Date 2 months ago(7/23/2021 7:51 PM)
# of Openings

Job Description

Our rapid growth and passion for our customers has led to the need for a Director of Customer Service. Reporting to the VP of Customer Service, this role will partner in the execution of our roadmap and strategic initiatives to ensure we're constantly delivering a best in class experience for our customers. 


Your day to day will vary and include:

  • Partnering with the Technology, Merchandise, Quality and Supply Chain teams to develop, hone and analyze key performance metrics that measure the growth and performance of our brands; focusing on improvements, corrective action and optimizations
  • Work with our data team to synthesize relevant data and drive improvements
  • Find root causes of customer failures and project manage long term solutions
  • Foster effective dialogue with cross-functional teams to facilitate immediate action, process improvements. Anticipate needs and challenges, develop short- and long-term solutions.
  • Business lead implementing products that improve our processes to serve our customers.
  • Synthesize social media feedback into root cause action items.
  • Participate in maintaining the customer service organization, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties, staffing levels and supervision

Our ideal candidate:

  • 5+ years of proven operations, customer experience, or team leadership experience, similar role or career progression
  • Bachelor's Degree in Business, or related field preferred
  • Experience building out customer service tools and technology at scale 
  • Experience implementing CRM and/or customer service tools and technology 
  • Product / project management experience
  • Has a passion for retail and customer service; comfortable in a dynamic fast paced startup environment
  • Is a detail oriented, analytical, leader

What's in it for you?

  • Grow your career while making an impact at a rapidly growing portfolio of companies! 
  • Competitive comp and benefits package 


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