Associate Director, Customer Experience
On-siteBrooklyn, New York, United States
Job Summary
Manage a team of 7-10 to ensure consistent quality, coverage, and performance across time zones while coaching for growth and building a culture of ownership. Serve as an escalation point for complex, high-touch, or sensitive customer situations and deliver personalized clienteling for VIP customers. Define and evolve the CX strategy, setting long-term direction for service quality and repeat purchase behavior. Partner with manufacturing, warehouse, and merchandising teams to resolve fulfillment issues, shipping delays, and order exceptions, including end-to-end ownership of the repairs process. Track CX KPIs to provide actionable insights and support the evaluation of AI-powered automation tools. Report directly to senior leadership on performance metrics. Based in or able to commute to NYC, onsite at Brooklyn Navy Yard 3 days/week.
Required Qualifications
- 8+ years in customer experience
- at least 2 to 3 years managing teams
- Based in or able to commute to NYC, onsite at Brooklyn Navy Yard 3 days/week
Desired Qualifications
- Experience managing a service or repairs operation with real logistical complexity, retail, ecommerce, or luxury goods background
- Comfortable being both the calm, high touch voice with a customer and the person redesigning a workflow
- Strong process orientation, able to build structure without adding unnecessary bureaucracy
- Experience with customer service and returns platforms (e.g. Kustomer, Gorgias, LOOP, Shopify or equivalent)
- Experience implementing AI or automation tools in a CX context
- Comfortable with data for reporting and decision making
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.