Role Overview
The Director of Customer Experience will lead a global, remote team of approximately 20 people, including three managers, playing an integral role in the retention and success of our brands and the experience of their end customers.
What You Will Do
Strategic & Operational Leadership, Team Management, Performance Management & Analytics, Operational Planning & Scalability, Customer Experience & Product Feedback, Process Improvement & Innovation, Cross-Functional Collaboration
Why It Might Be a Fit
6+ years of experience in Customer Support, Operations, or Experience, including 3+ years leading teams and developing managers, experience scaling customer-facing operations across B2B and B2C support models, strong operational and analytical skills
Requirements
- 6+ years of experience in Customer Support, Operations, or Experience
- 3+ years leading teams and developing managers
- Experience scaling customer-facing operations across B2B and B2C support models
- Strong operational and analytical skills
- Experience managing KPIs, reporting, staffing, forecasting, and service-level performance
- Proven ability to build scalable processes, improve efficiency, and balance customer experience with business priorities
- Experience partnering with Product and Engineering to translate customer feedback into product and process improvements
- Strong communication, problem-solving, and prioritization skills
- Experience leading global, remote, or offshore teams
- Experience in logistics, e-commerce, fulfillment, or similarly complex operational environments
- Expert in Zendesk or similar support platforms, AI-powered tools, automation, and customer self-service solutions
To apply for this job please visit jobs.ashbyhq.com.
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