Remote Head of Customer Experience & Operations

Nordic Naturals; Watsonville (CA); On-site; USD 136,000 - 158,000; Full time

Job summary

Nordic Naturals in the United States is seeking a Director of Customer Experience to lead day-to-day service operations for D2C, B2B, and B2C channels, ensuring service standards and high customer satisfaction while optimizing processes and team performance. This role emphasizes cross-channel management and continuous improvement in a remote setting.

You will drive omnichannel journeys, oversee the SAP order journey, and develop SOPs, metrics, and talents.

Qualifications

• Senior leader with extensive experience in customer service operations.
• Proven ability to define service standards, KPIs, and drive improvements.
• Strong expertise in SAP and order-to-cash processes.
• Bachelor’s degree in business or related field required.

Responsibilities

• Lead customer service across multiple channels (phone, email, chat, social).
• Oversee SAP order journey from placement to post‑sales support and SLAs.
• Develop SOPs and scalable processes for customer service.
• Cultivate high-performance culture and leadership development.
• Collaborate with Sales, Finance, Product Development and Marketing.

Skills

Operational leadership

SAP expertise

Order-to-Cash

Strategic focus

Team motivation

Education

Bachelor’s degree in business or related field

Tools

SAP

Order-to-Cash

Job description

Nordic Naturals in the United States is seeking a Director of Customer Experience to lead day-to-day service operations for D2C, B2B, and B2C channels, ensuring service standards and high customer satisfaction while optimizing processes and team performance. This role emphasizes cross-channel management and continuous improvement in a remote setting.

You will drive omnichannel journeys, oversee the SAP order journey, and develop SOPs, metrics, and talents.