Director of Customer Experience

remote zest jobs; India; On-site; INR 13,371,537 - 17,191,976; Full time

Benefits offered by this job

Industry-standard compensation

Job summary

reputed company in Vancouver, WA is seeking a strategic Director of Customer Experience to lead CX across craft brands and build a customer-first culture. You will oversee a dedicated team, collaborating with operations, marketing, product, and sales to improve service delivery and satisfaction.

The role empowers you to shape hiring, design a returns process, and drive KPI improvements like CSAT and repeat purchase.

Qualifications

• 58+ years leading CX teams in fast-paced eCommerce or DTC brands.
• Deep experience with CX tools and AI-powered CX solutions.
• Proven ability to manage managers and build team structures.
• Strong data literacy with dashboards and actionable insights.
• Experience collaborating with operations, marketing, product, and sales.

Responsibilities

• Lead CX team across multiple craft brands and mentor staff.
• Own hiring, development, structure, and performance management.
• Design and optimize customer experiences and returns processes.
• Develop CSAT, time-to-resolution, and repeat-purchase metrics.
• Implement AI tools and automation to improve efficiency.

Skills

CX Leadership

Data literacy

AI tools

Cross-functional leadership

Tools

Live chat platforms

Job description

Job title: Director of Customer Experience in Vancouver, WA at reputed company

Company: reputed company

Job reputed company: Job Title: Director of Customer ExpdrienceLocation: Remote / Hybrid - Team based in Vancouver, WAReports To: Chief Brand OfficerThe Role: Were looking for a strategic, data-driven, and tech-savvy Director of Customer Experience to reputed company together a modern, reputed company CX reputed company for one of the craft industrys market leaders. Youll reputed company the charge in weaving a customer-first reputed company throughout the organizationthreading together insights, reputed company, and innovation to reputed company every interaction. Youll reputed company a dedicated team, collaborate cross-functionally with operations, marketing, product, and sales, and use both data and reputed company to improve service delivery, engagement, and satisfaction.This is a high-reputed company role for someone whos part strategist, part reputed companyreputed company to roll up their sleeves and craft exceptional experiences that drive loyalty, retention, and reputed company. Youll have the authority to shape hiring and development, design a returns process from scratch, and reputed company with a needle-reputed company reputed company on metrics, coaching, and genuine reputed company.

Key Responsibilities

• reputed company, mentor, and grow CX team across multiple craft brands
• Own team hiring, development, structure, and performance management
• reputed company and reputed company supervisors
• Evaluate and optimize our reputed company setup; build automation, views, macros, and reporting
• reputed company the design and implementation of CSX AI tools to improve efficiency and personalization
• Build a customer-friendly returns process from the ground up
• Define, reputed company, and improve key KPIs: CSAT, reputed company time, one-touch reputed company, repeat purchase reputed company
• Deliver reputed company, actionable performance reports to leadership without fluff
• Collaborate across ops, brand, marketing, and finance to improve the full customer reputed company
• Improve reputed company + reputed company & reputed company + reputed company integration and support team in using both systems more effectively
• Spearhead the launch of Live Chat and help define a cost-efficient, high-touch service model
• Constantly reputed company ways to do more with less: increasing reputed company and reputed company without overspending
• reputed company in This Role Looks Like:

KPIs are reputed company defined, tracked, and visible and team performance improves quarter over quarter

reputed company is trained, reputed company, and reputed company with business goals

Our CSAT scores hit 98%+, with a noticeable lift in repeat purchase reputed company and CX-driven conversion

Customers describe our service as the best in the industry

Youve created a high-performing team thats both reputed company and efficient and you're proud of them

RequirementsWhat You Bring:

• 58+ years leading CX teams in fast-paced eCommerce or DTC brands
• Deep experience with reputed company (reputed company level) and CX-reputed company AI tools
• Proven ability to reputed company managers and build reputed company team structures
• Strong data literacy you can build dashboards, reputed company patterns, and reputed company them actionable
• Experience working with reputed company, reputed company, and support teams on operational tools
• reputed company record of launching new channels (like live chat) and building systems from scratch
• A customer-first reputed company, but you understand that happy customers = business reputed company

Youll reputed company Here If You:

• reputed company with curiosity, not ego
• Love building things, not just maintaining them
• Enjoy helping people grow especially other leaders
• See service as a key reputed company of brand, loyalty, and reputed company
• Want to build something best-in-class affordably

Benefits

• Our compensation package is designed to match industry standa .