Director, Customer Experience - New York - Little Spoon

Description

About The Role:

Little Spoon was founded on the belief that today's parents are different – equal parts more time‑strapped and more food‑savvy than ever. We set out to disrupt a century‑old category with products and an experience that delivers on what the modern parent deserves. And we're at a very exciting growth stage— we're the #1 online baby and kids food brand in the US, and made our foray into retail last fall – nationwide at Target

We're looking for a Director, Customer Experience to lead and evolve Little Spoon's CX organization through our next phase of growth. This role will transform CX from a reactive support function into a strategic driver of loyalty, brand love, and long‑term value — while maintaining the operational rigor required to scale efficiently across DTC and retail.

This leader will balance empathy and execution: deeply understanding the needs of modern parents, while building systems, processes, and technology (including AI and automation) that allow us to deliver fast, thoughtful, and human support at scale. You'll own the end‑to‑end customer experience and ensure every interaction reflects Little Spoon's values, voice, and commitment to families.

This role reports to our Co‑Founder and CEO.

What You'll Do

Customer Experience Leadership

• Own Little Spoon's end‑to‑end customer experience strategy across all touchpoints, from onboarding to issue resolution and retention.
• Continue to evolve CX from reactive support into a proactive experience engine that builds trust, loyalty, and lifetime value.
• Identify moments that matter most to parents and design experiences that meaningfully reduce friction and create surprise & delight.

Team & Organizational Leadership

• Lead, mentor, and develop a high‑performing CX team through scale and change. Maintain and support team morale.
• Build clear goals, accountability, and career paths that attract and retain exceptional CX talent.
• Partner with People to strengthen hiring, training, QA, and performance management frameworks.

Operational Excellence & Insights

• Own CX performance metrics (CSAT, response time, resolution rate, QA, cost per contact) and use data to drive continuous improvement.
• Build forecasting and staffing models that support growth while maintaining service quality and efficiency.
• Establish strong cross‑functional escalation and resolution processes with Ops, Product, Food Safety & Quality, Tech, and Brand.

Technology & AI Enablement

• Develop and own the CX technology roadmap, including thoughtful adoption of AI and automation to improve speed, consistency, and scalability.
• Clearly define where automation enhances the experience — and where a human touch is essential.
• Lead change management, training, and measurement for all new tools and process improvements.

Voice of the Customer

• Create tight feedback loops that bring customer insights into product, marketing, and operational decisions.
• Serve as the internal champion for parents, ensuring empathy and customer context inform company‑wide priorities.

What You'll Bring

• Proven experience leading and scaling customer experience or support teams in a fast‑growing DTC, subscription, or consumer brand.
• Strong strategic instincts paired with a hands‑on, execution‑oriented mindset.
• Data fluency — comfortable using metrics, dashboards, and insights to guide decisions and prioritize investments.
• Deep curiosity about CX technology and AI, with sound judgment on when and how to deploy it.
• Exceptional communication, empathy, and leadership skills.
• Passion for building thoughtful, parent‑centric experiences.

What You'll Need

• 8–10+ years of experience in Customer Experience, or related roles, with 4+ years of people leadership.
• Experience scaling CX operations through periods of rapid growth and complexity.
• Familiarity with CX platforms, analytics, and automation tools.
• Alignment with Little Spoon's mission to make life easier and healthier for modern families.

Benefits

At Little Spoon, we believe taking care of our team is just as important as taking care of our customers.

Here's what you can expect when you join the Spooniverse:

Equity

Every Spooner shares in our success. All full‑time salaried employees are granted stock options as part of their total compensation.

Comprehensive Health Coverage

We offer medical, dental, and vision plans with a variety of options to fit your needs.

401(k) with Company Match

We match 100% of your contributions up to 5% of your salary — with no waiting period.

Flexible PTO + Holidays

In addition to 11+ company holidays, we offer flexible paid time off (no set cap) for full‑time employees.

Paid Parental Leave

We're proud to support new parents with at least 12 weeks of paid leave (and up to 18 weeks for birthing parents). Available after 6 months of full‑time employment.

Learning & Development

$250 per quarter to invest in your growth — whether that's coaching, courses, or your next great read.

Little Spoon Perks

$200 Welcome to the Team credit

50% off recurring code for your own account

20% off recurring code to share with close friends & family

About Us:

Little Spoon is the leading direct‑to‑consumer kid's food brand on a mission to make parents' lives easier, and kids healthier through high‑quality, accessible feeding solutions from baby's first bites through the big kid years. Since 2017, the company has delivered more than 60 million meals, helping to simplify the lives of hundreds of thousands of parents across the U.S. Learn more at or find us on Instagram at @LittleSpoon.

Recent accolades include:

Inc. Best Workplaces

Inc. 100 Fastest Growing Companies

Fast Company Brands That Matter

EY Entrepreneur of the Year Finalist

If you have a disability and require accommodation during our interview process, please let us know how we can help make the interview process fair to your needs.