Head of Customer Experience

Doc's Diesel Limited; Bryan, Northern (OH, KY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health, vision, dental, life insurance

Simple IRA with 3% company match

Paid PTO after 60 days

Quarterly incentive program

Growth opportunities

Job summary

Doc's Diesel is hiring a Head of Customer Experience to own the CX strategy and coach the team. You will design the AI roadmap, preserve the human touch, and lead initiatives across service standards, training, and escalation handling.

You will partner with marketing, product, and operations to strengthen the overall customer journey while reporting trends and KPIs to leadership. This is an on-site, hybrid, or remote role in Bryan, Ohio.

Qualifications

• 4+ years in DTC ecommerce customer experience, incl. 2–3 years leading a team.
• Experience building coaching/training programs for customer-facing teams.
• Strong analytics mindset with KPI/dashboard reporting comfort.
• Excellent written & spoken communication; able to present to leadership.
• Comfort being a real voice on calls, not just systems management.

Responsibilities

• Define and lead CX strategy; balance AI tools with the human touch.
• Develop a coaching/training program to upskill the team.
• Set service standards and SOPs for consistency across shifts.
• Root-cause customer issues from feedback and journey data.
• Collaborate with marketing, product, and ops to improve the journey.
• Report CX trends and KPIs directly to leadership.
• Own high-stakes escalations and act as the customer advocate.
• Oversee returns/refunds with an emphasis on same-day resolution.
• Tune Richpanel and other platforms for efficiency and scale.
• Support product knowledge initiatives for launches and compatibility.

Skills

DTC ecommerce CX

Team leadership

Coaching/training

Data analytics

Communication

Phone voice presence

Tools

Richpanel

Gorgias

Zendesk

Intercom

Shopify

Amazon Seller Central

Google Workspace

Job description

HEAD OF CUSTOMER EXPERIENCE

Full-time | Monday-Friday, 8:00 am - 4:30 pm EST | Bryan, OH (On-site, Hybrid, or Remote) | $65,000–$75,000 per year

ABOUT DOC'S DIESEL

Doc's is in a true scaling phase. We are building an omnichannel auto parts brand with ambition, speed, and high standards. That means we need builders, people who take ownership, move fast, solve problems, and want to help shape where the company goes next. This is a strong fit for someone who wants responsibility, visible impact, and the chance to grow inside a business that is aiming much bigger.

THE ROLE

You will own Customer Experience strategy for Doc's Diesel, not just the day to day, the whole game plan. Our customers want to talk to real people, and that does not change just because we are building smarter tools. That means setting an AI roadmap that speeds the team up without ever replacing the human on the other end of the line, building the coaching and training that turns new hires into pros, and working with the whole team to ensure the best experience for our customers. You will guide the team through the work, then pick up the phone and be that real voice yourself when it counts most. If you want a seat that shapes how an entire department runs, and want to build something real inside a company still writing its own rules, this is it.

WHAT YOU'LL DO

• Set the department's AI strategy: evaluate, pilot, and scale tools that work, without losing the human touch.
• Build and run a coaching and training program that levels up the team.
• Set service standards and SOPs so quality holds steady on every shift.
• Dig into customer feedback and journey data to fix problems at the root.
• Partner with marketing, product, and operations to strengthen the whole customer journey.
• Report CX trends, KPIs, and department performance straight to leadership.
• Pick up the phone and be the real voice on the toughest, highest-stakes escalations.
• Own the returns and refunds workflow, prioritizing precision and aim for resolution within the same day.
• Master and fine-tune support platforms like Richpanel to drive massive efficiency and scale.
• Handle complex or escalated issues with professionalism and a customer-first mindset
• Support product knowledge initiatives, including understanding new launches and compatibility questions.

WHAT YOU BRING

• 4+ years in DTC ecommerce customer experience, including 2 to 3 years managing a team.
• A track record building or running coaching and training programs for a customer-facing team.
• Sharp analytical instincts, comfortable living in KPIs, dashboards, and reporting tools.
• Communication skills strong enough to present straight to leadership.
• Comfortable being a real voice on the phone yourself, not just managing the systems behind it.

NICE TO HAVE

• Background in automotive or diesel parts.
• Experience running AI-assisted tools like Richpanel, Gorgias, Zendesk, or Intercom.
• Comfortable in Shopify, Amazon Seller Central, and Google Workspace.

OUR CORE VALUES

• Can Do Attitude
• Extreme Ownership
• Customer Focused
• No B.S.
• We > Me

WHAT WE OFFER

• Salary: $65,000–$75,000 per year
• Insurance: Health, vision, dental, and life insurance - after 60 days of employment
• Retirement: Simple IRA with 3% company match - after 60 days of employment
• PTO: Vacation and sick time - after 60 days of employment
• Bonus: No Entitlement Self-Funded Quarterly Incentive Program if goals met - after 90 days of employment
• Opportunities for professional growth and development

Doc's Diesel is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by applicable law.