Director, Customer Experience (H&F) New New York, NY

Shopflamingo; New York (NY); On-site; USD 138,000 - 191,000; Full time

Job summary

A leading company seeks a Director of Customer Experience to shape the customer service function for its established brands. This pivotal role will involve strategic leadership and the development of systems to ensure high-quality customer interactions. Candidates should bring extensive experience in customer service operations, along with a track record of effective team leadership and operational improvement. Join a dynamic team focused on creating exceptional customer experiences.

Benefits

Medical, dental, and vision coverage

Equity in Mammoth Brands

Flexible time off

Wellness and L&D stipends

4 weeks sabbatical after 5 years

20 weeks fully paid off for parents

Free products from all brands

Qualifications

• 8+ years in customer experience or related field, ideally in DTC.
• Proven track record in leading high-performing CX teams.
• Strong analytical skills with tech familiarity.

Responsibilities

• Lead customer service function across brands ensuring exceptional experiences.
• Design scalable systems to enhance customer satisfaction.
• Leverage data to proactively identify customer needs.

Skills

Analytical Skills

Customer Service Leadership

Operational Rigor

Strategic Thinking

Technology Utilization

Tools

Gorgias

Shopify

Recharge

Job description

Flamingo is an award-winning body, hair, and care brand delivering high-performance, thoughtfully designed products at an accessible price. Since launching in 2018, we’ve become the #3 player in women’s shave in the U.S. and expanded our assortment to offer products for every routine: razors, wax steps for face and body, shave gel, and body lotion. Our products and campaigns have been covered by Vogue, Vanity Fair, Elle, and InStyle, and we’ve won major beauty accolades from Allure and Essence. With a mission to empower women, Flamingo is committed to partnering with nonprofit partners working to help women and girls build healthy relationships with their bodies and has helped connect over 200K people to quality mental health and wellbeing resources.

Flamingo is part of Mammoth Brands, the modern CPG company behind category-leading brands Harry’s, Flamingo, Lume, and Mando. Driven by a mission to “Create Things People Like More,” the company is creating a new model—and home—for brands, founders, and talent looking to solve unmet needs, improve peoples’ lives and ultimately change the status quo. Even as we grow, we take extra care to maintain the small, scrappy, entrepreneurial culture that helped to get us where we are today: a company that people like more, that better serves its customers, employees, and community. Mammoth Brands is committed to making a positive impact and donated over $20 million through our network of nonprofit partners to date.

The Harry's & Flamingo working model is in-office Tuesday, Wednesday, and Thursday. Our beautiful 70,000 square foot SoHo office is decked out with bagels on Wednesdays and lunch on Tuesdays & Thursdays, and fully stocked kitchens with snacks, coffee, and drinks everyday. Can’t forget the free products and the opportunity to have some meetings without Zoom!

About the Team

The Global DTC (Direct to Consumer) Team @ Harry’s & Flamingo owns customer experience for the most mature business in the entire Harry’s ecosystem, paving the way for the direct-to-consumer experience for over ten years. Our mission is to represent the voice of the customer and build seamless direct-to-consumer experiences that delight and make everyday life easier. We are a highly collaborative team that partners cross-functionally to maximize the customer experience on harrys.com, to deliver customer and channel insights back to Harry’s organization, and to discover opportunities that set up future success for the eCommerce channel and Harry’s as a company. We are nimble, driven by an ownership mentality, and deeply committed to understanding and solving real customer needs. Our team continuously strives to improve, learn, and raise the bar for what great digital commerce can be.

About the Role

We’re looking for a Director of Customer Experience (CX) to lead our customer service function across both Harry’s and Flamingo. This role is pivotal in shaping what best-in-class experiences look like, from strategy through execution. You’ll be responsible for setting the vision, building scalable systems and processes, leading an exceptional team, and delivering experiences that delight our customers—every time.

This is the right opportunity for someone who brings together operational rigor, analytical depth, and strategic foresight. You’re a builder and a leader. You know how to inspire and align teams around a north star vision and also thrive in the mechanics of creating high-performing systems and feedback loops. You’re comfortable with technology and leveraging it to evaluate the Voice of the Customer. You balance empathy for the customer with a clear eye for efficiency and business impact.

What you will accomplish

• Own the end-to-end customer service experience across Harry’s and Flamingo, ensuring every customer touchpoint feels thoughtful, personal, and exceptional.
• Set a bold, clear vision for what a world-class CX function looks like—and lead the team toward it.
• Build and manage a high-performing CX organization, including internal leads and external partners, ensuring high engagement, accountability, and growth.
• Design and implement scalable systems and processes to improve response times, resolution rates, and overall customer satisfaction.
• Leverage data to identify root causes, anticipate customer needs, and continuously improve our service experience
• Synthesize all of our customer interactions, combine with the understanding of our brand and business, to generate insights that leads to improvements in the overall customer brand experience
• Partner cross-functionally with product, engineering, fulfillment, and marketing teams to surface feedback and drive initiatives that improve the customer journey.
• Establish KPIs and reporting mechanisms that give the company a clear picture of performance, challenges, insights, and opportunities in the customer experience landscape.
• Innovate on tools and technology, from CRM platforms to AI integrations, to ensure the team can support customers with excellence and efficiency.

This should describe you:

• 8+ years of experience in customer experience, customer service operations, or a related field—ideally at a direct-to-consumer brand or fast-scaling company.
• Proven experience leading, managing, developing and scaling CX teams, including managing third-party support vendors and complex operational systems.
• Strong analytical chops—comfortable with dashboards, funnel metrics, A/B testing, and root cause analysis.
• Ability to digest, synthesize, and share with stakeholders strategic plans
• Comfort and familiarity working, testing, and integrating new technologies
• A strategic thinker who can zoom out to define vision and priorities, but is also happy to roll up their sleeves to fix a broken workflow or build a better report.
• Deep empathy for customers, paired with an understanding of business goals and trade-offs.
• Excellent communication and collaboration skills—you can align executives around your strategy and coach a frontline agent with equal skill.
• Experience with tools like Gorgias, Shopify, Recharge, or similar platforms—and an eye for where tech can elevate the human experience.

Here is who you will work with:

• Reporting to the VP, Head of Global Digital for Harry’s and Flamingo
• An amazing global CX/CS organization
• A part of the broader Global Harry's and Flamingo Digital team

Benefits and perks

• Medical, dental, and vision coverage
• Equity in Mammoth Brands
• Flexible time off and working hours
• Wellness and L&D stipends
• 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years
• 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood
• Fun IRL and virtual events including happy hours, team building events, and parties on our rooftop
• Free products from all of our brands

We can’t quantify all of the intangible things we think you’ll love about working at Mammoth Brands, like the exciting challenges we tackle, the smart and humble team you’ll get to work with, and our supportive and inclusive culture. That said, our salary ranges are based on paying competitively for our size and industry, and are one part of our total rewards package, which also includes a comprehensive set of benefits and our equity program. The base salary hiring range for this position is $138,400 - $190,300 , but the final compensation offer will ultimately be based on the candidate’s location, skill level and experience.

Mammoth Brands is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

Mammoth Brands is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, domestic violence victim status, arrest/conviction record, sexual or reproductive health decisions, caregiver status, credit history immigration status, unemployment status, traits historically associated with race, including but not limited to hair texture and protective hairstyles or any other status protected under applicable federal, state and local laws. Mammoth Brands' commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline and access to benefits and training.

We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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