Director of Customer Experience

7 days ago

Seattle, Washington, United States Shelf Engine Full time
Director of Customer Experience

Shelf Engine is seeking a seasoned professional to lead our Customer Experience function. As the Director of Customer Experience, you will be responsible for crafting and guiding internal processes and procedures to ensure the perfect order for our customers.

Key Responsibilities:

  • Lead, mentor, and grow our high-performing Customer Experience (CX) team
  • Guide and influence the team to balance automation, analysis, collaboration, and service to ensure 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 to ensure 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

Requirements:

  • 8-10+ years of business operations or project management experience at a high-growth B2B company or in a similarly fast-paced environment
  • Expertise in building, managing, and scaling effective teams
  • Innovation-first mindset and a passion for sustainability
  • Successful track record in crafting great systems that work smoothly and a commitment to continuous improvement
  • Excellent communication and relationship-building skills
  • Bachelor's degree or equivalent professional experience
  • Authorized to work in the U.S. for any employer

What Shelf Engine Offers:

  • A unique opportunity to join a fast-growing sustainability startup early on and make a meaningful impact on the team and the environment
  • An inclusive work environment that emphasizes personal and professional growth
  • Pre-IPO equity with a four-year vesting schedule
  • PTO that is unlimited and self-managed for full-time employees
  • 100% employer-paid premiums for medical, dental, and vision insurance for employees, and 50% covered for eligible dependents
  • Coverage for life insurance, short- and long-term disability, and access to a robust Employee Assistance Program
  • Optional employee contribution of pre-tax dollars to medical and dependent care FSA accounts
  • 401k plan through Guideline to contribute to your financial future
  • Company-paid ORCA transit card (Seattle only)

About Shelf Engine:

Shelf Engine is a fast-growing sustainability startup on a mission to reduce food waste through automation. We harness the power of AI to provide real-time, intelligent forecasting and fully automated ordering to food retailers across the United States. Our team is determined to disrupt a massive industry and leave behind a positive legacy for generations to come.

Equal Employment Opportunity:

Shelf Engine is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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