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Customer Experience Director

2 months ago

Denver, Colorado, United States Shelf Engine Full time
Director of Customer Experience

At Shelf Engine, we're on a mission to reduce food waste through automation. As a key member of our team, you'll play a critical role in crafting the perfect order for our customers and optimizing for great customer and Shelf Engine outcomes.

About the Role

We're seeking 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.

Key Responsibilities
  • 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
  • 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're Looking For

We're looking for a candidate with 8-10+ years of business operations or project management experience at a high-growth B2B company, or in a similarly fast-paced environment. You should be an expert at building, managing and scaling effective teams, possess an innovation first mindset, and be furiously curious about finding solutions.

What We Offer

We offer a unique opportunity to join a fast-growing sustainability startup early on, making a meaningful impact on the team as well as the environment. You'll join a team of driven, passionate, and caring people hungry to make change in an untapped industry.

We're an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.