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Head of Customer Engagement

2 months ago

Denver, Colorado, United States Shelf Engine Full time

Director of Customer Experience

at Shelf Engine

Shelf Engine is on the lookout for a skilled Director of Customer Experience to lead our expanding organization. Our mission is to minimize food waste through innovative automation, and a vital component of our success is ensuring optimal order fulfillment for our clients while enhancing both customer satisfaction and operational outcomes.

We seek a bold leader to take charge of and elevate the customer experience department. If you are passionate about sustainability, possess an entrepreneurial spirit, and can blend strategic insight with operational expertise, this role could be an excellent fit for you. This position reports directly to the Head of Operations and has significant visibility with the executive leadership team.

Key Responsibilities:

  • Lead the Customer Experience division for all accounts, developing and overseeing internal processes to guarantee flawless order fulfillment.
  • Mentor and cultivate a high-performing Customer Experience (CX) team.
  • Guide the team to balance automation, analysis, collaboration, and service, ensuring positive business outcomes for both our clients and Shelf Engine.
  • Establish and utilize KPIs to assess team performance and enhance processes accordingly.
  • Ensure the team is well-trained in applying tactical empathy when addressing challenging situations and clients.
  • Manage feedback loops with key stakeholders to ensure service level agreements (SLAs) are met and to scale responses, tools, and processes effectively.
  • Leverage previous experiences to refine the organizational structure, systems, and processes for the CX team to accommodate customer growth.
  • Identify cross-account operational challenges and guide the creation of standard operating procedures (SOPs) to address new or existing inefficiencies.
  • Collaborate effectively with leaders from internal teams such as Analytics, Data Science, Customer Success, Field, and Sales.

Candidate Profile:

  • You resonate with our company values: take initiative, make informed decisions, be inquisitively driven, commit and deliver, demonstrate empathy, innovate solutions, and be genuine.
  • 8-10+ years of experience in business operations or project management within a high-growth B2B environment or similar fast-paced setting.
  • You excel in building, managing, and scaling effective teams.
  • You have a mindset focused on innovation and a strong desire to discover solutions.
  • You possess a proven track record in developing efficient systems and are dedicated to continuous improvement.
  • You are adept at relationship-building and effective communication, fostering a collaborative team environment. Tactical empathy is your core strength.
  • A bachelor's degree or equivalent professional experience is required.
  • You must be authorized to work in the U.S. for any employer.

What Shelf Engine Provides:

  • An exceptional opportunity to contribute to a rapidly growing sustainability-focused startup, making a significant impact on both the team and the environment.
  • An inclusive workplace that prioritizes personal and professional development for each team member.
  • Pre-IPO equity with a four-year vesting schedule.
  • Unlimited and self-managed paid time off for full-time employees.
  • Comprehensive employer-paid medical, dental, and vision insurance for employees, with 50% coverage for eligible dependents.
  • Life insurance, short- and long-term disability coverage, and access to a robust Employee Assistance Program.
  • Optional pre-tax contributions to medical and dependent care FSA accounts.
  • 401k plan to support your financial future.

At Shelf Engine, you will collaborate with a team of motivated, passionate individuals eager to drive change in an underexplored industry. We are committed to solving complex technical challenges at scale while addressing critical initiatives with substantial environmental implications.

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