Director of Customer Experience

Rainier Recruiting; Los Angeles (CA); Sur place; USD 120 000 - 160 000; Plein temps

Résumé du poste

A fast-growing marketplace company in Los Angeles seeks a Director of Customer Experience to lead support operations and implement an AI-first approach. The role involves scaling a CX team, designing automated workflows, and ensuring high service quality. Ideal candidates have 3-8 years of experience in high-growth environments, particularly with AI-driven systems and managing offshore teams. This position promises autonomy and a significant impact on customer satisfaction and operational efficiency.

Qualifications

• 3–8 years in CX, CX ops, or trust & safety in high-growth environments.
• Experience supporting high-ticket, high-volume transactions.
• Builder mindset; comfortable in fast-moving, ambiguous environments.

Responsabilités

• Lead and scale a distributed CX team with clear SLAs and accountability.
• Design AI-powered workflows where automation is the default.
• Own complex escalations, service recovery, and high-risk cases.
• Monitor fraud, payment risk, and marketplace integrity.
• Own CX metrics including CSAT, response times, and efficiency.

Connaissances

CX operations

Experience with AI-driven systems

Managing offshore teams

High-ticket transaction support

Comfort in ambiguous environments

Description du poste

This range is provided by Rainier Recruiting. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$120,000.00/yr - $160,000.00/yr

Direct message the job poster from Rainier Recruiting

Compensation: $120K–$160K base + bonus + equity

Why This Role Matters

This is a rare opportunity to step into a customer experience leadership role at a fast-scaling consumer marketplace that has grown more than 10x in recent years and is now entering its next phase of expansion.

The core business remains highly successful, but the platform is broadening into new high-value categories and international markets. Customers routinely transact at meaningful dollar values, which makes trust, service quality, and operational rigor absolutely critical.

The company has reached a point where senior leadership needs a dedicated owner for the entire customer experience function. You’ll be given real autonomy, direct access to founders, and a mandate to rebuild and scale one of the most important customer-facing teams in the organization.

While the company now has the stability and resources of a ~100-person organization, the role still offers true zero-to-one ownership, fast iteration, and visible impact. Strong performers regularly take on expanded scope within months.

The Opportunity

We’re a fast-growing consumer marketplace that has scaled more than 10x in recent years and is now entering a major expansion phase — new categories, higher-value transactions, and international growth.

Customer experience has become mission-critical. This role owns the entire CX function with real autonomy and direct access to company leadership. You’ll step in at a pivotal moment to level up service quality, automation, trust, and operational rigor for customers transacting meaningful amounts of money.

You’ll join a company with real scale (~100 people) but still plenty of zero-to-one ownership, fast iteration, and visible impact.

The Role

We’re hiring a Director of Customer Experience to lead support operations, trust & safety, fraud prevention, and CX systems through an AI-first approach.

You’ll inherit an existing team (onshore and offshore) and solid foundations, with a mandate to modernize workflows, expand automation, reduce cost, prevent fraud, and turn customer feedback into real product improvements.

This is a hands‑on, operator role — not a traditional support leader position.

What You’ll Do

• Lead and scale a distributed CX team with clear SLAs and accountability
• Design AI-powered workflows where automation is the default
• Own complex escalations, service recovery and high‑risk cases
• Partner with Product, Engineering, and QA to turn CX insights into product fixes
• Monitor fraud, payment risk, and marketplace integrity
• Own CX metrics including CSAT, response times, automation coverage, and efficiency

What We’re Looking For

• 3–8 years in CX, CX ops, or trust & safety in high‑growth environments
• Experience with AI‑driven or automated CX systems
• Proven success managing offshore or distributed teams
• Experience supporting high‑ticket, high‑volume transactions
• Builder mindset; comfortable in fast‑moving, ambiguous environments