Jobs
>
New York City

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

    Burrow
    Burrow New York, United States

    1 week 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*

  • Etain LLC

    Customer Experience

    2 weeks ago

    Etain LLC New York, United States

    **Customer Experience (CX) Coordinator** · Brewster, NY · Full-Time · Customer Experience (CX) Coordinator · **Position Description** · We are a rapidly expanding team looking for motivated individuals to help us grow and improve our customer experience workflow. The right c ...

  • Evoke

    Customer Experience

    2 weeks ago

    Evoke New York, United States

    In the journey of life, your career should make a difference. · At Inizio Evoke, we come together-to do the best work, in the best possible place. We're all in. Because it's everyone's role to make health more human. · What is CX? · CX is a customers' holistic perception of their ...

  • Evoke

    Customer Experience

    4 days ago

    Evoke New York, United States

    In the journey of life, your career should make a difference. · At Inizio Evoke, we come together-to do the best work, in the best possible place. We're all in. Because it's everyone's role to make health more human. · What is CX? · CX is a customers' holistic perception of their ...

  • Audible

    Customer Experience

    1 day ago

    Audible Newark, United States

    ABOUT THIS ROLE · The Customer Experience (CX) & Conversion Rate Optimization (CRO) Lead will optimize the Audible customer experience and drive growth on Amazon's retail websites and apps across the globe. This crucial, global role will be responsible for developing the CRO stra ...

  • STONE AND STRAND

    Customer Experience Manager

    2 weeks ago

    STONE AND STRAND New York, United States Part time

    About Us · STONE AND STRAND is a dynamic and thriving woman-owned fine jewelry brand, dedicated to offering exquisite, ethically sourced handcrafted pieces in New York City. · Founded in 2012 with the goal of breaking the old school norms of high-end jewelry, we pride ourselves o ...

  • Morilee

    Customer Experience Specialist

    6 hours ago

    Morilee New York, United States

    Company Overview: · At Morilee, we believe in the power of storytelling and digital innovation to connect with our audience and create memorable experiences. We are a dynamic and forward-thinking company in the bridal and special occasion wear industry looking for a talented Cus ...

  • Amerex Group LLC

    Customer Experience Associate

    5 days ago

    Amerex Group LLC New York, United States

    The Customer Experience Associate will be a key part of the Marketing team and will be responsible for ensuring a successful customer fulfillment experience. This role will report closely to the Marketing Manager to deliver a best-in-class customer experience. The ideal candidate ...

  • L'OCCITANE Group

    Customer Experience Manager

    2 weeks ago

    L'OCCITANE Group New York, United States

    L'Occitane en Provence, founded in 1976 in the Provence region of France, is a worldwide brand that offers premium, natural-based, personal care and wellbeing Provencal products and services. L'Occitane continues to grow, opening several new boutiques nationwide. L'Occitane seeks ...

  • Tchibo

    Lead (m/w/d) Customer Experience Applications

    1 week ago

    Tchibo New York, United States

    **Lead (m/w/d) Customer Experience Applications** · **Lead (m/w/d) Customer Experience Applications** · 22297 Hamburg · Vollzeit, Unbefristet ****Dein Profil: Du erfindest uns immer wieder neu.**** · Erfolgreich abgeschlossenes Hochschulstudium **mit informationstechnischem S ...

  • Fair Harbor Clothing

    Director of Customer Experience

    1 week ago

    Fair Harbor Clothing New York, United States

    **Director of Customer Experience** · New York, NY · Full-Time · Director of Customer Experience · At Fair Harbor, the customer always comes first. We truly believe that our customers are part of our family and we want to treat them as such with every interaction. As the Dire ...

  • Suitsupply

    Customer Experience Coordinator

    2 weeks ago

    Suitsupply New York, United States

    As a Customer Experience Coordinator, you help set the tone and ensure delivery of our Radically Personal customer journey. Consider yourself the store's lead ambassador of the brand and point of reference for the customer. You support all activities necessary for the efficient o ...

  • RAMP

    Customer Experience Agent

    2 days ago

    RAMP New York, United States

    About Ramp · Ramp is the ultimate platform for modern finance teams. Combining corporate cards with expense management, bill payments, vendor management, accounting automation and more, Ramp's all-in-one solution is designed to save businesses time and money, and free finance te ...

  • Withcove

    Customer Experience Specialist

    1 week ago

    Withcove New York, United States

    **Customer Experience Specialist** · at Thirty Madison Remote ****About Thirty Madison**** · Thirty Madison is building the premier healthcare company for people with chronic health issues. Through our novel approach to care delivery, powered by our proprietary platform and bra ...

  • Nestig, Inc.

    Customer Experience Associate

    1 week ago

    Nestig, Inc. New York, United States

    **Customer Experience Associate** · New York, New York / Customer Experience / Full Time Are you a **problem solver** with **strong communication skills** and a **desire to grow your career at a fast-growing startup**Nestig is a venture-backed baby brand, bringing thoughtful des ...

  • Helix Sleep

    Customer Experience Specialist

    1 week ago

    Helix Sleep New York, United States

    ** Helix Sleep, our flagship brand launched in 2015, aims to change the way people sleep by bringing customization to the category through individually personalized mattresses for you, based on how you sleep. Each mattress is designed to your body type, sleeping position, and fee ...

  • Creatively

    Customer Experience Associate

    1 week ago

    Creatively New York, United States

    Copy Link Customer Experience Associate Location New York Customer Experience Associate Description Loeffler Randall is seeking a Customer Experience Associate to join our team. The Loeffler Randall Customer Experience Associate will embody a positive customer centric attitude an ...

  • Marla Aaron

    Customer Experience Associate

    1 week ago

    Marla Aaron New York, United States

    **Customer Experience Associate** · Part Time · 1-2 Years Experience · **Customer Experience Associate - Part Time** · As Customer Experience Associate, you will work primarily with our direct business through our by-appointment showroom. You will see all of our customers nee ...

  • mondaystaging

    Customer Experience Advocate

    1 week ago

    mondaystaging New York, United States

    **Customer Experience Advocate** · Customer Success Full-time New York, US We are looking for a Customer Experience Advocate to join our expanding team. There are a few things we take really seriously here at building an amazing product and providing the best possible service t ...

  • Dry Farm Wines, Inc.

    Custom Experience Concierge

    7 hours ago

    Dry Farm Wines, Inc. New York, United States

    You must have experience in wine, and preferably natural wine Whats a Custom Experience Concierge? Glad you asked Its someone whose heart and soul are focused on ensuring our customers have a Concierge-level experience with us. Our Member Service Concierge, Experience, Member Ser ...

  • Metroplusjobs

    Customer Experience Consultant

    1 week ago

    Metroplusjobs New York, United States

    **Customer Experience Consultant** · **Job Ref:** 71875 · **Category:** Member Services · **Department:** MHP CUSTOMER EXPERIENCE OPS · **Location:** 50 Water Street, 7th Floor, New York, NY 10004 · **Job Type:** Regular · **Employment Type:** Full-Time · **Hire In Rate:** ...