CX Strategy Lead — AI‑Driven, Coaching & Escalations

Doc's Diesel Limited; Bryan, Northern (OH, KY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health, vision, dental, life insurance

Simple IRA with 3% company match

Paid PTO after 60 days

Quarterly incentive program

Growth opportunities

Job summary

Doc's Diesel is hiring a Head of Customer Experience to own the CX strategy and coach the team. You will design the AI roadmap, preserve the human touch, and lead initiatives across service standards, training, and escalation handling.

You will partner with marketing, product, and operations to strengthen the overall customer journey while reporting trends and KPIs to leadership. This is an on-site, hybrid, or remote role in Bryan, Ohio.

Qualifications

• 4+ years in DTC ecommerce customer experience, incl. 2–3 years leading a team.
• Experience building coaching/training programs for customer-facing teams.
• Strong analytics mindset with KPI/dashboard reporting comfort.
• Excellent written & spoken communication; able to present to leadership.
• Comfort being a real voice on calls, not just systems management.

Responsibilities

• Define and lead CX strategy; balance AI tools with the human touch.
• Develop a coaching/training program to upskill the team.
• Set service standards and SOPs for consistency across shifts.
• Root-cause customer issues from feedback and journey data.
• Collaborate with marketing, product, and ops to improve the journey.
• Report CX trends and KPIs directly to leadership.
• Own high-stakes escalations and act as the customer advocate.
• Oversee returns/refunds with an emphasis on same-day resolution.
• Tune Richpanel and other platforms for efficiency and scale.
• Support product knowledge initiatives for launches and compatibility.

Skills

DTC ecommerce CX

Team leadership

Coaching/training

Data analytics

Communication

Phone voice presence

Tools

Richpanel

Gorgias

Zendesk

Intercom

Shopify

Amazon Seller Central

Google Workspace

Job description

Doc's Diesel is hiring a Head of Customer Experience to own the CX strategy and coach the team. You will design the AI roadmap, preserve the human touch, and lead initiatives across service standards, training, and escalation handling.

You will partner with marketing, product, and operations to strengthen the overall customer journey while reporting trends and KPIs to leadership. This is an on-site, hybrid, or remote role in Bryan, Ohio.