Director of Customer Experience

Applied Labs; Atlanta (GA); Sur place; USD 170 000 - 230 000; Plein temps

Avantages offerts par ce poste

401(k) plan

Health and dental coverage

Short-term disability

Paid time off

Paid holidays

Flexible spending accounts

Résumé du poste

KEH is hiring a Director of Customer Experience based in Atlanta, GA to lead and elevate the end-to-end customer journey across online, store and operations. This role reports to the CEO and partners with Customer Operations, Retail, Product, Tech and Marketing to drive trust, retention and lifetime value.

You will build Project Impact, align priorities, and translate customer insight into lasting improvements while steering policies and prioritizing initiatives with clear owners and deadlines.

Qualifications

• 8+ years in customer experience, operations or related roles; leadership track record.
• Proven ability to deliver improvements in retention, satisfaction or service outcomes.
• Experience influencing across operations, technology, product and marketing.
• Hands-on experience in frontline service quality, coaching and escalation handling.
• Strong analytical judgment, combining feedback with data to drive value.

Responsabilités

• Own the customer experience agenda across website, contact center, retail and operations.
• Lead Project Impact to prioritize and fix high-impact customer issues.
• Drive service quality and recovery with standardized standards across teams.
• Define and implement customer experience requirements for Zendesk and related tools.
• Report results to CEO and leadership and translate insights into actions.

Connaissances

Leadership

Customer retention

Process improvement

Analytics

Cross-functional collaboration

Outils

Zendesk

AI tools

Description du poste

Position Title

Director of Customer Experience

Department

Customer Experience

Location

Atlanta, GA (Smyrna)

Reports To

Chief Executive Officer

Works Closely With

Customer Operations, Retail, Operations, Repair, Product, Technology, Marketing, Finance and Analytics

Direct Reports

Team structure to be finalized

Date

September 2026

Classification

Exempt, Full-Time

ABOUT KEH

KEH is the world’s largest reseller of pre-owned camera gear and a trusted name for photographers, videographers, and creators. Founded in 1979, the company maintains an inventory of more than 55,000 items, serves a loyal community of professional and enthusiast photographers, and has built its reputation on an industry-standard equipment grading system, a 180-day warranty, and a customer experience consistently ranked among the best in online retail.

The re-commerce market is in the early stages of a significant growth cycle as consumers increasingly seek to buy, sell, and trade pre-owned products. KEH is investing aggressively to capture this opportunity — expanding its product categories, growing adjacent business lines, and building the technology and operational infrastructure to support the next stage of scale. KEH is majority owned by D Cubed Group, a private equity firm.

THE ROLE

KEH is hiring a Director of Customer Experience to make it easier for customers to buy, sell, trade and service their gear, and to give them a reason to return. Reporting directly to the CEO, this leader will own the customer experience improvement agenda across our website, contact center, retail store and operational processes. The goal is measurable improvement in customer trust, retention and the quality of each interaction as the business grows.

You will build and lead Project Impact, KEH’s program for bringing customer feedback together, identifying the most consequential problems and getting them fixed. You will work with functional leaders to investigate root causes, establish accountable owners and deadlines, and verify that changes improve the customer’s experience. With the CEO’s backing, you will challenge policies and practices, resolve competing priorities and escalate barriers that prevent progress.

This role combines strategic judgment with direct involvement in the work. You will listen to calls, shop the website and store, follow orders and returns through the business, and work with frontline teams. Success requires the credibility to hold peers accountable and the discipline to turn customer insight into changes that last.

WHAT YOU WILL OWN

The customer journey. Own the improvement agenda from product discovery and quoting through purchase, payment, delivery, returns, exchanges and repair, with a focus on trust and repeat business.

Project Impact and customer feedback. Build a consistent way to combine reviews, surveys, social sentiment, contact-center interactions and operating data into a prioritized set of problems to solve.

Service quality and recovery. Set experience standards with customer-facing leaders and drive consistent, knowledgeable and personal service, including how KEH responds when something goes wrong.

Execution across departments. Lead improvement initiatives from diagnosis through implementation, with clear owners, deadlines, escalation and verification that the underlying problem is resolved.

Customer outcomes and business value. Own the customer experience scorecard and demonstrate how improvements affect retention, conversion, service costs and profitability.

WHAT YOU WILL DO

• Map the buy, sell, trade and repair journeys. Use customer interviews, call listening, mystery shopping and operational observation to identify where expectations and actual experiences diverge.
• Launch and run Project Impact. Establish common issue categories, a prioritized backlog, accountable owners and a regular review of progress with senior leadership.
• Combine customer feedback with transaction and service data to quantify the frequency, severity and business impact of recurring problems.
• Lead root-cause work across departments, agree on corrective actions and deadlines, and confirm that fixes reduce recurrence after launch.
• Improve grading and quote transparency, product guidance, order communication, tracking, returns, exchanges and repair updates with the teams responsible for those processes.
• Work with customer operations and retail leaders to improve response quality, coaching, escalation handling and service recovery. Translate KEH’s photography expertise into consistent customer interactions.
• Define customer experience requirements for Zendesk, self-service and related tools. Partner with Product and Technology on delivery, frontline adoption and measurement of results.
• Evaluate policies and customer segments to identify where a different service approach can improve loyalty and lifetime value while maintaining sound economics.
• Run focused tests with Marketing, Product and Operations, using clear baselines and success measures to determine what to expand, change or stop.
• Use approved AI and analytics tools to summarize feedback, identify emerging issues and improve team productivity, with human review of findings and recommendations.
• Report results and unresolved barriers to the CEO and leadership team. Build customer observation, feedback and follow-through into managers’ regular operating routines.

WHAT WE ARE LOOKING FOR

Required

• Eight or more years of experience in customer experience, customer operations or related roles in a consumer business, including at least three years in a leadership role.
• A record of delivering measurable improvements in customer retention, satisfaction or service outcomes across multiple stages of the customer journey.
• Experience leading initiatives across operations, technology, product and marketing, with the ability to establish accountability without relying solely on direct reporting relationships.
• Practical experience improving contact-center or frontline service quality, coaching, escalation handling and customer recovery.
• Strong analytical judgment, including the ability to combine customer feedback with operating data and evaluate customer lifetime value, service costs and commercial tradeoffs.
• Demonstrated skill in root-cause analysis, process improvement and project execution, including clear ownership, deadlines and verification of results.
• Meaningful experience using AI tools to improve effectiveness and productivity, with sound judgment about data quality and customer information.

Preferred

• Experience in a growing direct-to-consumer, e-commerce, retail or re-commerce business known for strong customer relationships.
• Experience with Zendesk or comparable service platforms, customer feedback tools and customer journey analytics.
• Formal training or substantial applied experience in Lean, Six Sigma or another structured process-improvement discipline.
• An interest in photography, videography or creator communities, and an appreciation for the trust involved in buying and selling pre-owned gear.

WHO YOU ARE

You notice the friction that others have learned to work around, and you go see the problem for yourself. You can challenge a senior colleague directly, earn the confidence of frontline employees and keep people committed to a fix. You move quickly, use evidence to make decisions and stay involved until the customer can feel the difference.

KEY PERFORMANCE INDICATORS

• Customer retention and repeat purchase rates for priority customer segments and journeys.
• Customer satisfaction and effort scores at key interactions, including service recovery.
• First-contact resolution, repeat contacts and time to resolve customer issues.
• Recurrence of priority customer problems, including avoidable returns, quote disputes and communication failures.
• Delivery of priority improvements against agreed deadlines, with verified effects on customer outcomes, conversion or cost to serve.

COMPENSATION AND BENEFITS

• KEH offers a competitive compensation package commensurate with the scope and seniority of this role.
• The total compensation framework includes base salary and a performance-based annual incentive.
• Benefits include a 401(k) plan, comprehensive health and dental coverage, short-term disability, paid time off, paid holidays, and flexible spending accounts.

WHY KEH

You will work directly with the CEO and have a mandate to improve how the whole company serves its customers. KEH combines a long-established community of photographers with an expanding business and active investment in technology, giving this role tangible opportunities to improve both customer relationships and operating results.

LOCATION AND TRAVEL

This role is based in Atlanta, Georgia (Smyrna) and is expected to be on-site on a full-time basis. Travel may be required for business needs, including site visits, partner meetings and industry events.

KEH is an equal opportunity employer committed to a diverse and inclusive workplace.