Director of Customer Experience

1 day ago


New York, New York, United States Burrow Full time

Burrow is seeking a Director of Customer Experience

To lead our growing Customer Experience team and drive our customer experience strategy across the organization.

About the Role

We are looking for a seasoned leader to manage the day-to-day of the CX team, including cross-functional collaboration across the organization, and representation of the CX team within leadership.

Key Responsibilities

  • Drive Burrow's customer experience strategy across the organization
  • Own CX team goals and SLAs, including but not limited to CSAT, NPS, response times, and resolution times
  • Manage the post-purchase experience for the Burrow customer, including but not limited to, order status updates, customer communications, and issue resolution
  • Build out CX team KPIs and service standards in order to improve efficiency and effectiveness
  • Leverage data to identify opportunities that positively impact the customer experience

Requirements

  • 10+ years of experience leading growing CX teams
  • Experience at a direct-to-consumer, physical products company is a must
  • Experience driving cross-functional projects end-to-end and strong project management skills
  • Experience in CX workforce planning
  • Expert in Microsoft Office Suite required; experience working with NetSuite (ERP) is a plus

You in a Nutshell

Organized and experienced in managing multiple cross-functional large-scale projects at once

Passion for customer service and drive to create lasting experiences that are beyond customer expectation

Effective team leader capable of working cross-functionally

Proactive and solutions-oriented problem solver

High EQ and excellent communication skills

Alignment with our core values: *Customer Experience, Collaboration, Innovation*



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