Director of Customer Experience
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Job Description
Director leading customer experience across Painful Pleasures’ ecommerce brands and distributed teams. Transforming support through HubSpot, AI, coaching and complaint-driven process improvement.
Responsibilities:
- Lead one customer experience function across Hanover, MD; Bremerton, WA; and offshore teams
- Set unified service standards, metrics and playbooks
- Own the Painful Pleasures storefront experience and handoff to the help desk
- Manage coverage, staffing, quality targets, hiring, onboarding and retention
- Own the sales assistant desk and order entry
- Define premium service standards, targets, tone and escalation paths
- Manage customer-side returns, repairs, replacements and lost shipments
- Lead the HubSpot Service Hub rollout from acceptance criteria and training through adoption
- Coach and develop the team and build CX onboarding and skills programs
- Use AI for routing, tagging, response drafts and knowledge-base maintenance within governance requirements
- Own the complaints process from logging through resolution
- Conduct root-cause reviews, track corrective actions and report monthly to leadership
- Own social feedback and reviews across brands and marketplaces
- Report weekly and monthly on service health and contact drivers
- Define the representative-to-CX handoff
- Share daily customer-voice recaps with product and brand teams
- Report to the Chief Operating Officer and supervise approximately 11 people
- Deliver stated 30-, 60-, 90- and 365-day CX and HubSpot milestones
Requirements:
- 8+ years in customer experience, customer service or support operations
- 4+ years leading managers or team leads
- Experience running a multi-site or distributed service team, including offshore associates, in a B2B or omnichannel ecommerce business
- Track record of measurably improving first response time, resolution time, backlog and customer satisfaction, with executive-level accountability
- Bachelor's degree in business, communications or a related field, or equivalent experience
- Hands-on experience implementing or migrating a help desk or CRM platform such as HubSpot Service Hub, Zendesk or Salesforce Service Cloud
- Proven coaching ability, including developing front-line leads into managers
- Practical use of AI in a service setting
- Process-improvement discipline and root-cause analysis
- Experience owning a formal complaints process, including corrective actions and leadership reporting
- Able to safely access warehouse, storefront and operations areas and lift up to 25 pounds
- Preferred: experience in a house-of-brands or distribution environment with NetSuite, or with a retail storefront alongside a help desk
- Preferred: CCXP or similar CX certification; Lean, Six Sigma or comparable process training
- Preferred: familiarity with tattoo, piercing, PMU or professional beauty industries
Benefits:
- Fully remote within the US
- Travel percentage up to 25%
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