Director Of Cx

Summary

Join Blueland, a revolutionary cleaning and personal care company, as their data-driven Director of Customer Experience (CX)! In this role, you will lead a small remote team, delivering exceptional support and continuously improving the end-to-end customer experience. You will manage CX KPIs, collaborate with cross-functional partners, and champion customer priorities. Leveraging customer feedback and insights, you will drive improvements and lead initiatives to enhance customer engagement. This position offers a competitive salary and a comprehensive benefits package, reflecting Blueland's commitment to its employees and the planet.

Requirements

• 7+ years of experience in Customer Experience/Support
• 2+ years of experience in a people leadership capacity
• Experience developing, coaching and mentoring high-performing teams
• Analytical approach to identifying trends, issues, and opportunities, leveraging CX data
• Highly process oriented – ability to drive improvement in complex cross-departmental processes
• The ability to shift from details to the big picture to make decisions, think strategically, and provide recommendations to all levels of the organization

Responsibilities

• Deliver an exceptional support experience and achieve core CX KPIs (AFRT, ART, CSAT ticket automation %)
• Manage staffing plan and drive strong team performance
• Drive improvements to our end-to-end customer experience
• Share CX trends and insights monthly with the leadership team and key cross-functional partners
• Lead Voice of Customer research and insights and be the voice of customer as we plan strategies and initiatives
• Champion customer priorities cross-functionally, such as collaborating and communicating with Digital Product and Innovation teams to influence customer experience initiatives within their respective roadmaps
• Drive best practices and continuous improvement, including building a customer experience playbook
• Lead the testing and optimization of an AI Chatbot tool to drive automation
• Stay ahead of emerging customer engagement trends and customer experience preferences

Preferred Qualifications

• Familiarity with our eCommerce Stack (Shopify, ReCharge) and CX Tech Stack (Gorgias, Okendo, Loop, Klaus) preferred
• Experience in Looker is a bonus

Benefits

• Health benefits
• Stock options
• Generous paid time off
• Paid holidays
• Paid civic engagement days
• Paid parental leave
• 401k (employee contribution)
• Professional development stipends
• Remote work reimbursements
• Various discounts to like-minded companies