Customer Experience Director

4 weeks ago

Los Angeles, California, United States MeUndies Full time

About the Role

The Director of Customer Experience at MeUndies will be responsible for leading the development and implementation of our customer experience strategy, ensuring every interaction our customers have with our brand is seamless, delightful, and unforgettable.

Key Responsibilities

  • Oversee customer experience teams in Los Angeles and the Philippines to create best-in-class customer experiences.
  • Analyze customer feedback, market trends, and competitive insights to identify opportunities for improvement and innovation within the customer journey.
  • Evaluate and recommend strategic technology or service partners to enhance the customer experience with global scale and operational efficiency.
  • Forecast and manage budgets to meet both long and short-term objectives in line with annual operating plans.
  • Work closely with executives to devise a long-term, KPI-focused customer support strategy and execution plan.
  • Champion a customer-centric culture within the organization, advocating for customer needs and perspectives in strategic decision-making processes.

Requirements

  • Bachelor's degree in business, communication, or equivalent discipline. A Master's degree is a plus.
  • 5+ years of experience managing and leading customer support organizations, ideally in e-commerce, retail, or related industries that include subscription services.
  • Experience with CRM and e-commerce platforms, Kustomer and Shopify preferred.
  • Demonstrated success in delivering excellent worldwide customer care for premium products and services, with best-in-class KPIs.
  • Deep experience in evaluating and managing BPOs and other partners to deliver on established SLAs.
  • Exceptional team leader with a proven track record in building out brilliant and highly agile teams and departments.
  • Demonstrated experience in designing highly scalable and robust customer experience & operational strategy.
  • Ability to communicate complex insights and strategy in a clear and actionable way.
  • Highly motivated dreamer & doer, adept at both strategic high-level thinking as well as execution.

Why Work at MeUndies?

At MeUndies, we maintain a stellar brand by working collaboratively and encouraging growth with learning opportunities. We celebrate all achievements, big or small. We look for people who stay balanced, go further, build relationships, champion differences, and are humble.

We offer competitive equity/salary packages, including targeted annual bonuses, generous parental leave, a 401k, fantastic health benefits, open time off, and more. We have a hybrid work schedule, with Fridays as an optional work-from-home day, and Mondays through Thursdays in-office days. Our office is set up to support comfortable working, with hot desks, lounge, and casual seating areas, a Mother's Room, an on-site gym & shower, and a kitchen that makes you feel like you've never left home. We're dog-friendly, so your furry coworker can join you anytime. We want MeUndies to be a place where you feel safe and comfortable, which is why we have a People Ops team ready to help. When you work at MeUndies, we take your needs as an employee (and a person) seriously. Our doors are always welcome to feedback and suggestions. We also know how important it is to connect with your team members outside of everyday work. We offer catered lunches every in-office day, holiday parties, off-sites, and an annual retreat.

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