Director of Customer 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

Build Your Career with Ashley Furniture- Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business — we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Summary

The Director of Customer Experience is a strategic leader responsible for driving operational excellence across customer service and supply chain functions. This role leads initiatives to improve customer satisfaction, optimize order management processes, develop and standardize operating procedures, and strengthen cross-functional collaboration. The ideal candidate combines strong leadership skills with a deep understanding of customer experience, process improvement, and technology to deliver measurable business results.

Responsibilities

• Lead the Customer Experience team, providing direction, coaching, and development to drive high performance and engagement.
• Develop, implement, and maintain standard operating procedures (SOPs) that improve consistency, efficiency, and service quality.
• Partner with Supply Chain, Operations, Distribution, Sales, Information Technology, and other key stakeholders to identify process gaps and implement sustainable solutions.
• Oversee order management processes to ensure accuracy, efficiency, and an exceptional customer experience.
• Analyze operational and customer performance metrics to identify trends, opportunities, and areas for improvement.
• Champion continuous improvement initiatives that streamline workflows, reduce inefficiencies, and enhance customer satisfaction.
• Leverage technology and system capabilities to improve visibility, reporting, and process effectiveness.
• Drive cross-functional projects that support organizational goals and improve end-to-end customer and supply chain performance.
• Establish and maintain strong relationships with internal and external stakeholders to support business objectives.
• Foster a culture of accountability, collaboration, innovation, and customer-focused service.

Qualifications

• Bachelor's degree in Business, Supply Chain, Operations Management, or a related field; equivalent experience may be considered.
• Minimum of 5 years of leadership experience in customer service, customer experience, operations, supply chain, or a related environment.
• Strong knowledge of order management systems, customer service operations, and process improvement methodologies.
• Experience developing and implementing standard operating procedures and operational best practices.
• Demonstrated success leading cross-functional initiatives and influencing stakeholders across multiple departments.
• Proven ability to analyze data, measure performance, and drive operational improvements.
• Excellent communication, relationship-building, and problem-solving skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite, AS400, CRM platforms, and other business systems.
• Experience leading change initiatives and leveraging technology to improve customer and operational outcomes.

This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.

Benefits We Offer:

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values:

• Honesty & Integrity:Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.
• (Dirty Fingernail:Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.
• Continuous Improvement:Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.
• Growth & Results Focus:Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.
• Culture of Leadership:Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.
• Customer-Centric & Boundaryless:Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.
• Operational Excellence:Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.

* Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.

Travel Required

Yes . 25% travel

Qualifications

Skills

Required

KPI/Metrics Management

Advanced

Strategic and Analytical Skills

Advanced

WMS (Warehouse Management Systems)

Advanced

Process Improvement

Expert

Complex Case Management

Advanced

CUSTOMER SERVICE

Expert

Cross-Functional Collaboration

Expert

Work order management and prioritization

Advanced

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.