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    Director of Customer Experience - New York, United States - Burrow

    Burrow
    Burrow New York, United States

    21 hours ago

    Default job background
    Description

    ** Director of Customer Experience**

    CX

    New York, United States

    ** Director of Customer Experience**

    ** Job description**

    **Background**

    At Burrow, we make it radically easier to settle in by designing and manufacturing award-winning furniture for every corner of your home. We utilize extensive customer data and research to create the most convenient and comfortable end-to-end experience for our customers. Delivery, assembly, and reassembly (should you want to move) is a snap with our brilliantly simple designs. While our business is predominantly online, our HQ and retail showroom are in New York City.

    **Summary**

    Burrow is seeking a Director of Customer Experience to lead our growing Customer Experience team. In this role you will be responsible for leading the strategy, planning, and execution of providing the very best customer experience across every touchpoint. In this role, you will set strategies that enable the best customer experiences at scale while unlocking opportunities within customer satisfaction, retention and growth. The ideal candidate will be an entrepreneurial leader and collaborator who can effectively maintain high levels of operational efficiency with the goal of ensuring customer satisfaction. This role reports to the VP of Operations.

    **Responsibilities**

    **Customer Experience Strategy**: Drive Burrows customer experience strategy across the organization

    **Develop Key Metrics for Performance**: Own CX team goals and SLAs, including but not limited to CSAT, NPS, response times, and resolution times

    **Team Management**: Manage the day to day of the CX team, including cross-functional collaboration across the organization, and representation of the CX team within leadership

    **Post-Purchase Experience**: Own the entire post-purchase experience for the Burrow customer, including but not limited to, order status updates, customer communications, and issue resolution

    **Build Team KPIs**: Continue to build out CX team KPIs and service standards in order to improve efficiency and effectiveness

    **Utilize Data**: Leverage data to identify opportunities that positively impact the customer experience continuously advocate for the needs of the customer

    ** Job requirements**

    **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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