Head of Customer Experience

Overview

Groombuggy is the premier mobile dog grooming company in the San Francisco Bay Area and Denver. We are growing rapidly. We are taking a Silicon Valley tech startup approach to the mobile dog grooming industry. We are proud of the work we do to create great jobs for dog groomers and help pet owners care for their loved ones. We're excited to become the next modern national pet brand.

We are seeking a dynamic and empathetic Head of Customer Experience to lead and transform our end-to-end customer experience as we scale our operations nationwide. This role is critical to ensuring that every interaction our customers have with our brand is seamless, positive, and memorable. The ideal candidate will have a deep understanding of business needs, operational excellence, and a passion for creating exceptional user experiences.

This role is perfect for someone who has deep experience in various customer facing and product roles, loves solving complex problems and thrives working cross functionally. You must have experience blending analytics and creativity to scope and solve complex problems, managing projects from start to finish, and above all else you must be passionate about advocating for our customers.

You'll be working with a collaborative, high quality, and fun team that solves problems with thoughtfulness, empathy, and speed. We're growing quickly and are excited to continue building an awesome and impactful leadership team as we scale. Come join the pack

Responsibilities

Groombuggy has always prioritized the experience of our groomers, customers, and dogs–and our rave reviews reflect this. As we scale, we want to maintain and improve the way our customers experience us for the first time, as well as on a recurring basis, so we can drive retention and continue to build a cult following. This will require overseeing our robust customer team that supports both groomers and customers and working closely with our product team to continuously create solutions across all customer touch points.

To accomplish this, you will initially be responsible for the creation of a strategic customer experience roadmap which will help map and prioritize our operational and product efforts over the next 12 months. Part of that roadmap will focus on creating a seamless omnichannel experience for customers, in order to drive satisfaction, retention, and lifetime value.

On a typical day, you might shadow our CS agents or groomers, interview customers, work with our product team on scoping new features, or develop new strategic customer service policies and procedures. You'll become the person who knows the most about our customers and how to make them happy, and you'll continuously develop creative solutions based on what you learn. You will work across 3 key areas:

Customer Support

• We provide customer and groomer support 18 hours/day local time (6am-midnight), 7 days a week. You will oversee our offshore customer support team to meet this expectation and drive performance by improving our QA infrastructure, including holding early morning standups 7 days a week.
• Ensure proper staffing on the customer support, dispatching, and sales teams across phone, email and other channels and ensure that those teams are hitting our response time SLAs, productivity and quality KPIs.
• Own the efficiency and quality balance of the customer support operations - smartly investing in both, while incorporating cost considerations, to help maximize our investments in our people and build our talent for the future.
• Own and manage our trust & safety team and experience. Respond quickly and with empathy to difficult customer situations. Drive operational and product solutions that minimize negative customer incidents.
  
  

Customer Experience

• Take our omnichannel customer experience to the next level by driving the expansion and management of a strategic roadmap involving unique and innovative customer solutions, collaborating closely with Operations, L&D, Product, Finance and Marketing to increase key measures of customer satisfaction, retention, and lifetime value.
• Rigorously scrutinize the customer experience across markets to understand the drivers of and trends in experience and move swiftly to programmatically identify, prioritize and execute initiatives that improve our customer's experience.
• Identify moments of surprise & delight throughout the customer journey and work with marketing, product and operations teams to test and implement.
• Develop programmatic solutions for our customer voice, including both qualitative solutions (surveys, anecdotes, interviews, shadow visits, competitive benchmarking) and quantitative ones (life cycle analytics, cohort analytics, behavior, spend).
• Define and articulate Groombuggy's customer types, segmentation, and their user journey with the most common health & wellness use cases. The outcome is a world-class customer program that enables all cross-functional teams to deliver on our promise of excellence, transparency, and accessibility.
• Build relationships across groomer experience, customer experience and sales teams to deliver on your roadmap. Partner with product, operations, finance, and marketing to fix issues that affect customer experience and may impair the team's ability to meet strategic, product, and technical goals.
• Develop and own a feedback loop between customer and product teams to identify and fix bugs, improve product flows, and ultimately build a world class customer experience.
• Implement and manage our NPS infrastructure and ensure we continuously rate 70 or higher.

Conversion & Retention

• Optimize appointment scheduling and dispatching. Own the appointment dispatching team and process, and identify innovative solutions to guarantee 100% of open appointment slots are filled.
• Develop programs and solutions with product, operations and marketing teams to maximize customer retention and engagement.
• Implement segmentation for recurring and non-recurring customers, promote recurring appointments, enable multi-appointment purchases and memberships/subscriptions.
• Work closely with our analytics team to build daily, weekly, monthly reporting to leadership and other relevant teams on key customer metrics and insights.
• Analyze and report on appointment metrics and play a key role in evolving our current program understanding and future strategy for driving conversions and retention.
• Drive pricing strategy, partnering with finance, marketing and product to standardize pricing methodology to support broader growth goals.
  
  

Requirements

We're looking for someone with the following skills and experience:

• 10+ years of experience in CS Operations with a track record of building amazing teams that deliver outstanding customer experiences at scale.
• A passion for Groombuggy's mission, supporting groomers, and improving the user experience for customers.
• 8+ years of experience managing people, with at least 2+ years managing geographically dispersed employees.
• 3+ years experience in a product facing role.
• Experience working in a role that touches internal scheduling and dispatching, trust & safety, and sales/lead management.
• Experience building a scaled operating model with people, tools, systems & processes improvements to drive efficiency and effectiveness across the customer lifecycle.
• Experience building, managing and influencing relationships with senior stakeholders.
• Salesforce ecosystem experience.
• You thrive in ambiguity. You excel in creating structure out of nothing. You have experience handling requests from a variety of different channels efficiently and effectively, and diving into difficult problems and coming up with a plan. Rapid change and learning is exciting to you.
• You solve problems from first principles. You're excited to solve problems in innovative ways, and you're excited to develop the optimal strategy for best serving our customers.
• You are equally comfortable operating at 10,000 feet and 1 foot. You don't hesitate to get in the weeds and operate at the lowest level of detail, but you're just as comfortable thinking long-term. This means everything from high-level strategy to reading every piece of feedback and diving deep into specific issues to drive continuous improvement.
• You are analytical and have a track record of diving deep and asking the right questions. You are comfortable and/or excited about modeling in Excel (business modeling, such as loyalty programs or labor models). You are comfortable leveraging data to answer complex business questions and create a compelling narrative. SQL and similar are not a requirement.
• You are a thoughtful communicator and can tailor clear and concise communication to all levels and types of audiences, including executives, care teams, technical teams, other business teams, and members.
• You are empathetic. You are highly self aware of your impact on others and will earn the respect and trust of our groomers and customer support team.
• You are a team player.
• You are able to influence cross-functional stakeholders and can prioritize based on business needs.
• You have a track record of leading initiatives, hitting goals, and succeeding in a cross-functional team environment.

We are based in the San Francisco Bay Area, however this role can be done remotely anywhere in the US. Travel to team offsites every 4-6 weeks will be required.