Head of Customer Experience & Omnichannel Operations

Nordic-Naturals; Watsonville (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

Nordic Naturals in Watsonville, CA, is seeking a Director of Customer Experience to lead and optimize service across D2C, B2B, and B2C channels. You’ll oversee daily operations, define standards, metrics, and KPIs, and drive continuous improvement in customer interactions, order processing, and support across phone, email, social, chat, and written correspondence.

The role requires strategic leadership, coaching, and development of the Customer Service team, with a focus on omnichannel journeys,

Qualifications

• Bachelor's degree in business or related field.
• At least five years of related customer service leadership experience.
• Experience leading across multiple customer channels and teams.
• Strong ability to develop OKRs and KPIs.

Responsibilities

• Define service standards, metrics, and KPIs across all customer channels.
• Oversee SAP order journey from placement to post-sales support.
• Lead, coach, and develop the Customer Service team.
• Design and implement standard operating procedures for scalable operations.
• Collaborate with cross-functional stakeholders to drive improvements.

Skills

Leadership

Customer Service

SAP

Order-to-Cash

OKRs & KPIs

Education

Bachelor's degree in business or related field

Tools

Ticketing platforms

Order-to-Cash processes

Job description

Nordic Naturals in Watsonville, CA, is seeking a Director of Customer Experience to lead and optimize service across D2C, B2B, and B2C channels. You’ll oversee daily operations, define standards, metrics, and KPIs, and drive continuous improvement in customer interactions, order processing, and support across phone, email, social, chat, and written correspondence.

The role requires strategic leadership, coaching, and development of the Customer Service team, with a focus on omnichannel journeys,