Director of Customer Experience
1 day ago
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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