Head of Customer Experience

3 months ago

New York, United States Springdale Ventures Full time

Location **Head of Customer Experience**

Company Location New York, New York Senior Level Operations **Head of Customer Experience**

**About Hazel** Hazel is a line of luxe, innovative femme care for the ever-evolving woman. Were empowering her with elevated, ground-breaking products starting with a disposable brief for incontinence.

Legacy players control the market, so they have no incentive to innovate. They are still offering her a bulky, diaper-like solution. Were making her feel seen and understood with a disposable brief that's super-thin, powerfully absorbent, and looks and feels like a chic pair of underwear.

We embrace everything that comes with being a woman even leaks. We believe in talking about taboos and subverting stereotypes. Were here to make women feel less ashamed and alienated, and more like their empowered marvelous selves as they age.

**The Role** We are looking for a Head of Customer Experience to build and grow a best-in-class, and scalable CX Team, to strengthen and expand relationships with our customer base, and to drive the strategic priorities of the Customer Experience Team. You will play a pivotal role in putting in place and consistently improve the foundation that allows us to maintain a customer-first approach to our business and deliver on a persistently high NPS.

**What Youll Do**

* Own overall CX performance, including meeting KPI goals, staffing, and management of customer channels and platform-tools

* Proactively ensure that the voice of the customer is heard across the business to drive key business decisions and improvements

* Build and manage weekly reporting and dashboards for CX

* Work cross-functionally with DTC, Operations, and Marketing teams to identify high-impact projects to improve the customer journey from end-to-end

* Maintain a clear, data-driven POV on staffing needs, and advocate for staffing adjustments as needed

* Lead recruitment, interviews, hiring, onboarding and training as needed

* Partner with stakeholders across the business to prepare for product launches, digital launches, campaigns, promotions, and other business updates

**Who You Are**

* High performing CX manager with 6+ years of e-commerce experience

* Familiar with CRM platforms (e.g., Shopify, Recharge, Delighted, etc.)

* Efficient and clear communicator, written and verbal

* Incredibly organized with your time, documents, calendar, and project planner

* Comfortable in talking about any wellness-related topic

* Experience scaling a team preferred

* Willingness to jump in wherever needed; relentlessly resourceful; a creative problem-solver

**We Offer**

* Competitive salary & equity packages

* Flexible vacation policy and generous holiday observances

* High-quality health insurance

* Complex challenges way beyond your comfort zone

* The opportunity to be part of a values-driven, hardworking, and diverse group of people who care about driving forward Hazels mission

**Our Commitment**

Hazel is an Equal Opportunity Employer that celebrates diversity by bringing together individuals with different backgrounds and points-of-view. We strive to create an inclusive culture where everyone feels valued, a sense of belonging, and can do their best work together.

Hazel provides equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth, and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, domestic violence victim status, arrest/conviction record, sexual or reproductive health decisions, caregiver status, credit history immigration status, unemployment status, traits historically associated with race, including but not limited to hair texture and protective hairstyles or any other status protected under applicable federal, state and local laws. Hazels commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline, and access to benefits and training.

We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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