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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 enhance our expanding organization. Our goal is to minimize food waste through innovative automation, and a vital aspect of our achievement is ensuring optimal order fulfillment for our clients while maximizing both customer satisfaction and company performance.

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

Key Responsibilities:

  • Lead the Customer Experience department across all accounts, developing and directing internal processes to guarantee flawless order execution.
  • Mentor and develop a high-performing Customer Experience (CX) team.
  • Guide the team to balance automation, analysis, collaboration, and service to achieve outstanding business results for both clients and Shelf Engine.
  • Create and implement KPIs to assess team performance and enhance processes accordingly.
  • Ensure the team is well-trained in employing tactical empathy when addressing challenging customer interactions.
  • Manage feedback loops with key stakeholders to ensure service level agreements (SLAs) are met and responses, tools, and processes are scaled appropriately.
  • Utilize past experiences to refine the organizational structure, systems, and processes for the CX team to accommodate customer growth.
  • Identify cross-account operational challenges and develop standard operating procedures (SOPs) to address new or existing inefficiencies.
  • Collaborate effectively with leaders from internal teams, including Analytics, Data Science, Customer Success, and Sales.

Candidate Profile:

  • Embrace company values: take initiative, make informed decisions, foster curiosity, commit to results, show empathy, innovate solutions, and maintain authenticity.
  • 8-10+ years of experience in business operations or project management within a high-growth B2B environment.
  • Proven expertise in building, managing, and scaling effective teams.
  • Possess an innovation-driven mindset and a strong desire to find solutions.
  • Demonstrated success in developing efficient systems and a commitment to continuous improvement.
  • Exceptional relationship-building skills with a focus on effective communication and teamwork.
  • A bachelor's degree or equivalent professional experience.
  • Authorized to work in the U.S. for any employer.

What Shelf Engine Offers:

  • An opportunity to be part of a rapidly growing sustainability-focused startup, making a significant impact on both the team and the environment.
  • A supportive work culture that prioritizes personal and professional development.
  • 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 partial coverage for eligible dependents.
  • Life insurance, short- and long-term disability coverage, and access to an 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 dedicated team of passionate individuals eager to drive change in an underexplored industry. We are committed to solving complex technical challenges while addressing critical environmental issues, striving to transform a significant sector and create a positive legacy for future generations.