Director of Customer Operations & Experience

Flooret; Grapevine (TX); On-site; USD 130,000 - 170,000; Full time

Job summary

Flooret is building the leading consumer brand in flooring and seeking a Director of Customer Service to elevate our customer experience. You will oversee Customer Advisors and Support teams, unifying them into one high-performing Customer Operations organization at our Grapevine, Texas headquarters.

This role requires strategic thinking and hands-on leadership to improve every stage of the customer journey.

Qualifications

• Experience leading customer-facing teams and overseeing multi-channel operations.
• Proven ability to translate customer insights into actionable improvements.
• Strong analytical and problem-solving capabilities.
• Ability to influence cross-functional teams and drive initiatives.
• Excellent communication and organizational skills.

Responsibilities

• Lead and unify Flooret's Customer Advisors and Customer Support teams into one high-performing Customer Operations organization.
• Set accountability, ownership, responsiveness, and continuous improvement culture across the team.
• Own the customer experience across pre-purchase guidance, order support, delivery issues, returns, warranties, and escalations.
• Establish operating rhythms, processes, service standards, and metrics to scale customer service.
• Partner with product, marketing, sales, logistics, operations, and finance to fix recurring pain points.
• Leverage customer feedback and data to drive continuous improvement and business decisions.
• Navigate complex customer situations with sound judgment balancing CX and business goals.
• Coach and develop the team, building future leaders.

Skills

Leadership

Customer operations

Analytical thinking

Cross-functional collaboration

Communication

Job description

Flooret is building the leading consumer brand in flooring and seeking a Director of Customer Service to elevate our customer experience. You will oversee Customer Advisors and Support teams, unifying them into one high-performing Customer Operations organization at our Grapevine, Texas headquarters.

This role requires strategic thinking and hands-on leadership to improve every stage of the customer journey.