We are seeking a dynamic and experienced individual to lead our evolving Customer Experience function as the Director, Customer Experience. The ideal candidate is a top-tier business operator, with a strong analytical toolkit, the ability to solve complex problems from first principles, and a deeply-rooted bias for action. They will be adept at working with senior, cross-functional partners to drive substantial, ongoing improvement in our business. They will be energized to help build a category-defining company in a still-evolving space. And they will be able to work mostly autonomously in the relentless pursuit of their goals.

Responsibilities

    • Lead our evolving Customer Experience function, working primarily on maximizing revenue retention throughout the entire customer journey
    • Work upstream with Quince business owners to eliminate churn-driving defects at their root, while partnering downstream with Customer Service to ensure we consistently retain every customer’s trust and loyalty when issues occur
    • Develop the plan to drive outsized customer revenue retention for customers experiencing a defect in their Quince journey
    • Own “contact rate” – the % of orders contacting customer service – as a North Star metric and work to reduce it significantly over time
    • Work with upstream business owners to integrate new categories, business lines, and geographies into our existing service delivery operations
    • Drive a culture of customer obsession company-wide; that we do what’s right for our customers even when it’s hard for our business

Qualifications

    • You ideally have an MBA and/or top-tier consulting experience
    • You have a sharp analytical toolkit, and are able to frame problems, gather data, and run basic, accurate analysis, independently
    • You have an ability to solve complex operating problems from first principles, typically getting deep into data and/ or the physical world to find root causes
    • You are an owner; someone who is relentless in the pursuit of their goals
    • You are comfortable working as an individual contributor, and are able to go from creating a strategy at 30,000 ft to implementing it on the ground at 3 ft
    • You have a track record of partnering across large, complex organizations to achieve your objectives
    • You’re a leader, having previously built and led growing, high-performing teams
    • You have an innate bias to action, moving quickly to do today what could be put off until tomorrow
    • You iterate, working to improve 1% everyday
    • You’re an excellent verbal and written communicator, able to share complex updates and learnings succinctly and quickly
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