Director of Customer Experience San Francisco, CA - Everlane

Description

**Director of Customer Experience**

at Everlane San Francisco, CA At Everlane, we want the right choice to be as easy as putting on a great T-shirt. Thats why we partner with ethical factories around the world. Work with high quality and more sustainably sourced materials. And share the actual cost of every product we make. But theres a lot more work to be done, and were excited to be growing a team of motivated humans that are up for the challenge.

Customer Experience (CX) is a group of resourceful, empowered, multi-faceted individuals. As brand ambassadors, we create meaningful connections with our customers. We are empathetic, creative problem solvers who come from diverse backgrounds offering simple solutions to complex problems. We influence every step of the customer journey, collaborating with cross-functional partners and leveraging data to refine our customer experience. Our unconventional team includes fraud busters, international gurus, logistic wizards, social butterflies, product genius, and payment.

This role is an integral part of the organization. The Director of CX thrives in a growth organization, excels at connecting with people, drives results and processes. You are charged with creating a culture of high performance, operational excellence, and superior customer engagement. The Director of CX is responsible for the efficient management of todays operations and for developing new ways our CX department can support the broader Everlane business goals. These new strategies include; cultivating new revenue opportunities, improving profitability, building out customer analytics, and other innovations in customer engagement.

**Your day-to-day: Wed**

Build, develop, and execute the CX vision and strategy for Everlane

Build diverse, high performing teams; oversee the hiring process for CX

Responsible for assessment, training, and ongoing development for the CX Team

Support and guide the CX team to achieve results

Collaborate with all other functions in the company to drive better customer outcomes

Innovate the ways we can better support our customers - whether through new platforms, channels, or communication styles

Represent the voice of the customer and energize our organization to support them

Develop and implement the short and long-term strategies to improve CXs internal operations, productivity, and performance

**We'd love to hear from you if you have:**

8+ years of leading high performing operations teams

3+ years working in a leadership role on a CX environment

Proven track record of building CX Teams

Understand of the customer experience in a retail and/or ecommerce environment

Desire to work on a collaborative and diverse team

Strong analytical, troubleshooting, problem-solving, and project management skills

Ability to evaluate and execute smart risks, ability to identify opportunities for improvement, and take the initiative to drive necessary change

Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence decisions across the organization

A passion for developing your team and building its culture, inspiring people towards the best version of themselves

Someone who embraces challenges enjoys solving problems, and is willing to try new things.

*As part of our commitment to health and safety for our teams, were taking a responsible approach to creating the safest working environment we can.* As part of that commitment, *COVID-19 vaccines are required for all current and future Everlane Team Members that do not require an exemption.*

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