Director, Customer Experience & Omnichannel Excellence

Socket.dev; Watsonville (CA); On-site; USD 136,000 - 158,000; Full time

Job summary

Nordic Naturals is seeking a Director of Customer Experience to lead global customer service operations across D2C, B2B, and B2C channels. This senior role focuses on delivering outstanding service through scalable processes, teams, and technology, with emphasis on omnichannel experience and revenue impact.

You will drive strategy, KPIs, and cross-functional collaboration, leveraging SAP and other tools to optimize the customer journey while maintaining high satisfaction and loyalty in a remote

Qualifications

• 5+ years in senior customer service leadership roles.
• Bachelor’s degree in business or related field or equivalent experience.
• Experience leading omnichannel customer service operations.

Responsibilities

• Lead day-to-day customer service operations across channels (phone, email, chat, social).
• Oversee the SAP order journey from order entry to delivery and post-sales support.
• Drive service standards, KPIs, and continuous improvement initiatives.
• Collaborate with Sales, Finance, Product, and Ops to optimize CX and profitability.

Skills

Operational leadership

Customer service strategy

Cross-functional collaboration

Data-driven decision making

Education

Bachelor’s degree in business or related field

Tools

SAP

CRM systems

Job description

Nordic Naturals is seeking a Director of Customer Experience to lead global customer service operations across D2C, B2B, and B2C channels. This senior role focuses on delivering outstanding service through scalable processes, teams, and technology, with emphasis on omnichannel experience and revenue impact.

You will drive strategy, KPIs, and cross-functional collaboration, leveraging SAP and other tools to optimize the customer journey while maintaining high satisfaction and loyalty in a remote