Director of Customer Experience

Location - Remote or On-Site

Salary - 136K - 158K

POSITION SUMMARY

The Director of Customer Experience is a key operational leadership role responsible for the execution, delivery, and continuous improvement of customer service across our D2C, B2B, and B2C environments. This role leads day-to-day service operations, ensuring effective processes, systems, and team performance to achieve defined service standards and customer experience objectives. The Director of Customer Experience drives operational excellence by identifying and implementing improvements in service delivery, processes, and performance. This role is responsible for leading, coaching, and developing the Customer Service team, who manage customer interactions across multiple channels, including front and back office support, order entry and processing, telephone, email, online platforms, live chat, social media, and written correspondence. The position maintains strong accountability for operational performance, service quality, and team effectiveness.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Function Statement(s)

• Establish and oversee Customer Service strategy execution by defining service standards, performance metrics, and KPIs across all customer channels (phone, email, social media, live chat, etc.), driving continuous improvement in service delivery and customer experience.
• Maintain complete oversight of the SAP order journey, from initial placement through fulfillment, delivery, and post-sales support, ensuring every stage meets established customer SLAs.

Advocate for the customer experience across the organiz