Director of Customer Experience

**Director of Customer Experience**

at Shelf Engine Seattle, WA or Remote Shelf Engine is searching for a talented **Director of Customer Experience** to join our rapidly growing company. Shelf Engine is on a mission to reduce food waste through automation, and a critical part of our success is crafting the perfect order for our customers and optimizing for great customer and Shelf Engine outcomes. We are looking for a fearless leader to own and scale the customer experience function. If you have a passion for sustainability, an entrepreneurial heart, and can combine highly strategic thinking while guiding operational dynamics, this may be your dream job. This role reports directly to our Head of Operations, with a high level of visibility to the executive leadership team. At **Shelf Engine**, our mission is to *reduce food waste through automation* . We harness the power of AI to provide real-time, intelligent forecasting and fully automated ordering to food retailers across the United States. Were able to drastically reduce the amount of food waste generated while simultaneously maximizing sales and expanding margins for grocersa triple win for suppliers and retailers, consumers, and the environment.

This position is based in Seattle, WA, Denver, CO, or remote.

**As the Director of Customer Experience at Shelf Engine, you will:**

* Serve as the leader of the Customer Experience function for all accounts, crafting and guiding the internal processes and procedures to ensure the perfect order

* Lead, mentor and grow our high-performing Customer Experience (CX) team

* Guide and influence the team to balance automation, analysis, collaboration and service ensuring great business outcomes for both our customers and Shelf Engine

* Build and employ KPIs to measure team effectiveness and improve process and performance accordingly

* Ensure the team is effectively trained and skilled in employing tactical empathy while dealing with challenging situations and customers

* Own and understand feedback loops with key Field and store leaders ensuring the team meets SLAs, and scales responses, tools, and process accordingly

* Draw on prior experiences combined to refine the organizational design, systems, and processes for the CX team to scale with our customer growth

* Determine cross-account operational issues and guide SOP creation to solve for new or existing challenges and inefficiencies

* Collaborate effectively with leaders of internal teams including Analytics, Data Science, Customer Success, Field, and Sales

**What we are looking for in a candidate:**

* You embrace our company principles: make the first move, make better decisions, be furiously curious, commit and deliver, have empathy, invent solutions, be authentic

* 8-10+ years of business operations or project management experience at a high-growth B2B company, or in a similarly fast-paced environment

* Youre an expert at building, managing and scaling effective teams.

* You possess an innovation first mindset and are furiously curious about finding solutions

* You have a successful track record in crafting great systems that work smoothly and are obsessed with continuously making things better.

* You excel at building relationships. Youre a good conversationalist who will set the tone for a team that works well together. Tactical empathy is your first language.

* You have a bachelor's degree or equivalent professional experience.

* You are authorized to work in the U.S. for any employer.

**What Shelf Engine offers you:**

* A unique opportunity to join a fast-growing sustainability startup early on, making a meaningful impact on the team as well as the environment

* An inclusive work environment that emphasizes each team members personal and professional growth

* Pre-IPO equity with a four-year vesting schedule

* PTO that is unlimited and self-managed for full time employees

* 100% employer-paid premiums for medical, dental, and vision insurance for employees, and 50% covered for eligible dependents

* Coverage for life insurance, short- and long-term disability, and access to a robust Employee Assistance Program

* Optional employee contribution of pre-tax dollars to medical and dependent care FSA accounts

* 401k plan through Guideline to contribute to your financial future

* **Seattle only:** Company-paid ORCA transit card

At Shelf Engine, you will join a team of driven, passionate, and caring people hungry to make change in an untapped industry. Were not only solving complex technical problems at scale but also tackling key initiatives with significant environmental impacts. Our team is determined to disrupt a massive industry and leave behind a positive legacy for generations to come.

*Shelf Engine is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.*

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