Director Customer Experience

Ridge; United States; On-site; USD 150,000 - 190,000; Full time

Job summary

Ridge is seeking a dynamic Customer Experience Director to lead the CX team and shape our customer experience strategy across all touchpoints. You will oversee metrics on satisfaction, returns, reviews and ticketing, and report to senior leadership.

You will manage a 20+ person in-house CX team, drive cross-department collaboration with product and marketing, implement data-driven policies, and build KPI dashboards to monitor performance while delivering a world-class customer journey.

Qualifications

• 6+ years in a senior CX role with leadership experience.
• 4+ years in e-commerce, DTC background required.
• Direct management of an in-house customer service team.
• Strong customer-centric mindset and loyalty-building skills.
• Collaborative with leadership and technical/non-technical stakeholders.
• Proficient with customer service software and data analysis.
• Experience with AI in support ops is a plus.

Responsibilities

• Lead a 20+ agent CX team and weekly leadership meetings.
• Serve as primary connector between customer and Ridge departments.
• Develop and implement CX policies based on data-driven insights.
• Provide comprehensive weekly CX updates to senior management.
• Oversee staffing, training, and team development initiatives.
• Manage ticketing systems, automations, and AI workflows.

Skills

Senior CX leadership

E-commerce (4+ years)

Direct CX team management

Data-driven decisions

Cross-functional collaboration

AI in support ops

Tools

RichPanel

AfterShip

Shopify

Notion

Job description

The Ridge crafts products made to last a lifetime through simple, functional designs ready for anything and everything. Our materials are chosen with care and a thoughtful connection to the insights of our growing community - setting our North star as we strive to improve everyday. Together we can do more with less.

Ridge started with The Ridge Wallet as a Kickstarter project in 2013 and is now in the hands and pockets of over 3 million people worldwide! We currently operate around the globe selling in the US, Canada, the UK, EU, and Australia on Shopify and through other channels such as Amazon and Wholesalers. We have also expanded and continue to expand our product catalog to include KeyCases, Bolt Action Pens, Knives, Rings, Watches and we have plenty more in the works!

Position Overview:

We are seeking a dynamic and experienced Customer Experience Director to lead our Customer Experience (CX) team. This person will oversee the development and implementation of our customer experience strategies, ensuring that our customers receive exceptional service across all touchpoints. This role will also be responsible for customer reporting metrics on satisfaction, returns, reviews and ticketing. This role requires a strategic thinker with strong leadership skills and a deep understanding of customer service metrics and best practices.

Key Responsibilities:

Leadership and Team Management

• Manage a team of 20+ support agents and team leads.
• Conduct weekly 1-on-1 meetings with CX team leads to review team performance, address issues, and set goals.
• Host and lead weekly team lead meetings to discuss strategies, share updates, and ensure alignment.
• Lead weekly CX team meetings to provide updates, motivate the team, and foster a collaborative environment.

Cross-Department Communication

• Serve as the primary connector between the customer and Ridge departments, sharing feedback on products, marketing campaigns, site design, and operations with the goal of improving the customer experience.
• Represent the customer and share the needs of the customer experience team during go-to-market planning

Policy Development and Implementation

• Analyze key customer metrics to identify recurring issues and develop action plans for improvement. Including but not limited to, Customer Retention, AOV, Return Rate, Contact Rate and NPS.
• Introduce and implement new policies to enhance the customer experience based on data-driven insights.
• Share feedback with the Chief Marketing Officer and Product team as needed.

Reporting and Analytics

• Provide comprehensive weekly CX updates to senior management, including data analysis and decisions made.
• Review reports from the Customer Service Managers and the International CX Team Leads
• Set and monitor KPIs for the CX team, ensuring alignment with overall business goals and continuous performance improvement. Maintain a weekly KPI Dashboard.

Staffing and Development

• Manage the hiring, training, development, and if necessary, termination of CX team members.
• Regularly review and assess the staffing needs of the CX team to ensure optimal coverage and performance.
• Foster a positive work environment by implementing initiatives to enhance team morale and mental well-being.
• Actively seek and act on feedback from team members to drive continuous improvement in team dynamics and performance.

Systems Management

• Monitor ticketing and system automations and workflows to improve team efficiency and keep first response time to a minimum
• Implement AI workflows to resolve tickets quickly while delivering a top-tier experience for customers

Key Qualifications:

• Systems we use: RichPanel, AfterShip, Shopify, Notion
• 6+ years of experience in a senior customer experience role.
• 4+ years of e-commerce experience, with a mandatory background in DTC (Direct-to-Consumer) businesses.
• Direct management of a customer service team (not third-party).
• Proven experience with a strong focus on customer needs; you're an amazing relationship builder who can proactively spot opportunities to engage customers and build loyalty.
• An exceptional collaborative mindset and the know-how to engage and communicate with leadership and technical & non-technical stakeholders.
• Strong experience building strategy, a willingness to execute and build from the ground up, & are always willing to dig deeper and jump in when it comes to our customers.
• Proficiency in using customer service software and tools.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Experience with Amazon support operations is a plus.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• AI Implementation Experience: Proven track record of successfully evaluating and implementing AI tools into support operations to enhance team efficiency and improve customer outcomes.