Director of Customer Experience

Director of Customer Experience Department: Operations Employment Type: Full Time Location: Remote - US About Rho Nutrition Rho Nutrition was founded to bring integrity and innovation to supplement manufacturing by prioritizing medically studied, high-quality formulations. Our products feature clinically proven ingredients using next-generation bio-delivery technologies to enhance cellular-level absorption and drive measurable health benefits. Founded with the vision to deliver unparalleled cellular absorption, we focus on transparency, effectiveness, and empowering individuals to understand and optimize their supplementation. Rho is committed to advancing the science behind wellness and helping customers invest in their health with efficacy-driven solutions. Operating across Shopify DTC, Amazon, and national retail, Rho serves hundreds of thousands of customers and is scaling rapidly while maintaining our strict standards. Role Overview We\u2019re building a CX organization that doesn\u2019t just answer tickets — it drives retention, shapes the product, and becomes a genuine competitive advantage across every channel we sell through. To get there, we need a builder. As Director of Customer Experience, you\u2019ll lead a growing team spanning CX Support, Quality, Voice of Customer, and Social & Reputation, and you\u2019ll be the architect of how we scale all of it across DTC & Subscription, Amazon, National & Regional Retail, and international channels. Key Responsibilities Design and scale the CX org structure across Automation & Ops, Voice of Customer, QA, and Social Build and manage a Knowledge Management system that keeps agents accurate, fast, and consistent Own Voice of Customer — synthesizing reviews, CSAT, NPS, and social signals into product and ops insights Lead Reputation & Review Management across Amazon, Trustpilot, Google, and social platforms Drive AI and automation adoption — from deflection and triage to agent assist and proactive outreach Hire, develop, and mentor your CX leads and the broader team Establish QA standards and feedback loops that raise the performance bar continuously Partner cross-functionally with OPS, Marketing, and Product to close the loop on customer issues Qualifications and Experience Required Qualifications and Experience 6+ years in CX leadership, with at least 2 years managing managers or senior leads Proven track record building CX orgs from the ground up or during high-growth scale Deep familiarity with CX tooling — Zendesk, Gorgias, or equivalent — plus analytics and reporting Experience applying AI/automation to CX: chatbots, agent assist, workflow automation Strong data orientation — you build dashboards, track the right metrics, and use them to drive decisions Experience managing BPO relationships or hybrid in-house/outsourced team structures Excellent cross-functional communicator — you translate customer insights into language that moves product and ops teams Experience across several of the following areas: CX Operations, QA, Knowledge Management, Voice of Customer, Social CX, AI & Automation, Post-Purchase Experience, Reputation & Reviews Additional Preferred Qualifications Background in Health & Wellness, CPG, or subscription commerce Multi-channel retail CX experience spanning DTC, Amazon, national/regional retail, and international Familiarity with cross-border e-commerce and post-purchase platforms Experience building or overhauling a reviews and reputation management program Voice of Customer programs that feed directly into product roadmap decisions What Does Success Look Like in This Role CX org is structured, stable, and proactive — not reactive Knowledge base is live and actively maintained, reducing handle time and agent variance VoC insights are flowing regularly to product, ops, and leadership Review scores are trending up across Amazon, DTC, and retail channels Automation is reducing first-contact volume without sacrificing CSAT QA program is running consistently with clear feedback loops to agents and leads Why Join Rho Nutrition At Rho Nutrition, you\u2019ll be part of a team that is passionate about helping people live healthier, stronger lives through evidence-based nutrition. We believe great work happens when talented people are empowered to innovate, collaborate, and grow. Joining Rho means contributing to a mission-driven company that values integrity, curiosity, and continuous improvement—while giving you the opportunity to make a real impact on the health and performance of the communities we serve. If you\u2019re motivated by purpose and excited to work alongside people who care deeply about results and relationships, Rho Nutrition is a place where your work truly matters. Compensation: Estimated salary range: $125K–$135K, depending on experience. #J-18808-Ljbffr