Director, Customer Experience & Operations

Default Brand; Town of Arcadia (NY); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Health, Dental, Vision

Paid Time Off

Employee Discount

Professional Development

Tuition Assistance

401(k) and Profit Sharing

Life Insurance

Job summary

Ashley Furniture Industries seeks a Director of Customer Experience to lead customer service and supply chain excellence, shaping SOPs, order management and cross-functional collaboration to deliver measurable outcomes.

You will drive continuous improvement, leverage technology for visibility and reporting, and mentor teams to deliver exceptional service while aligning with company goals. This role requires strategic thinking and hands-on execution in a fast-paced environment.

Qualifications

• Bachelor's degree in Business, Supply Chain, or related field.
• Minimum of 5 years in leadership roles in customer service, experience, operations, or supply chain.
• Strong knowledge of order management, service operations, and process improvement.
• Experience developing SOPs and best practices across functions.
• Proven track record influencing stakeholders and driving improvements.

Responsibilities

• Lead the Customer Experience team with coaching and development.
• Develop and maintain SOPs to improve consistency, efficiency, and service quality.
• Collaborate with Supply Chain, Operations, Distribution, Sales, IT to close gaps.
• Oversee order management for accuracy and excellence in service.
• Analyze metrics to identify trends and opportunities for improvement.
• Champion continuous improvement to streamline workflows and reduce waste.
• Leverage technology to improve visibility, reporting, and process effectiveness.
• Drive cross-functional projects that align with organizational goals.
• Build strong relationships with stakeholders to support objectives.
• Foster accountability, collaboration, innovation, and customer focus.

Skills

Leadership experience

Order management knowledge

Process improvement

Cross-functional collaboration

Data analysis

Communication skills

CRM platforms

Microsoft Office Suite

Education

Bachelor's degree in Business / Supply Chain / Operations

Tools

AS/400

CRM platforms

ERP software

Job description

Ashley Furniture Industries seeks a Director of Customer Experience to lead customer service and supply chain excellence, shaping SOPs, order management and cross-functional collaboration to deliver measurable outcomes.

You will drive continuous improvement, leverage technology for visibility and reporting, and mentor teams to deliver exceptional service while aligning with company goals. This role requires strategic thinking and hands-on execution in a fast-paced environment.