Senior Director of Customer Support Operations

Senior Director of Customer Support Operations North Reading, MA We’re leading the way in redefining the workwear category. Our mission is to engineer better boots and apparel for our country’s tradesmen and women by working directly with real workers to learn what they actually need to execute their jobs. The BRUNT team is not only devoted to improving on the old workwear standards, but we’re also creating a community that tradesmen and women can call their own. From our weekly hangouts at the BRUNT Garage, to hosting events across the country, we’re all about getting boots on the ground and building something real with the BRUNT crew. What You’ll Do Servicing our Customers and responding to their needs drives the overall customer experience at BRUNT. Our Customer Service and Experience team is not a support function, it’s a competitive advantage. This role will shape how our customers are supported as well as help us to provide a consistent brand and customer experience, maintaining our customer obsession while building the function to scale as we grow. The Senior Director of Customer Support Operations will own the end‑to‑end vision, strategy, and execution at BRUNT, including CX tooling, staffing models, escalation frameworks, and operational readiness for launches and peak periods. This leader will scale a high‑performing CX organization focused on delivering best‑in‑class service while serving as a connection point between CX, Marketing, Merchandising, Operations, and Digital Product. This role is both strategic and hands‑on: setting direction, building systems, developing leaders, and ensuring the day‑to‑day experience meets the bar as the BRUNT’s business continues to scale and grow in complexity. You’ll lead and mentor two Senior CX Managers, and their team of CX reps, while building scalable processes, leveraging data and technology, and ensuring the voice of the customer directly influences decision‑making across the company. How You’ll Do It Operational Excellence Own SLA definition and performance goals, while overseeing day‑to‑day CS operations across all channels (email, phone and chat) Ensure the team consistently meets or exceeds SLA and quality targets as volume and complexity increase Continuously evaluate and improve workflows, tools, policies, macros, and staffing models to drive efficiency and cost effectiveness without sacrificing quality Build and manage CS operating budgets, optimizing cost per contact and overall support spend while maintaining a best‑in‑class customer experience Strategically balance in‑house teams, BPO partners, and AI solutions to maximize coverage, customer satisfaction, and return on investment Own and evolve BRUNT’s Customer Experience strategy, ensuring it scales with the business and supports long‑term brand and growth goals Lead, develop, and mentor two Senior Managers, and their teams, ensuring clear ownership, accountability, and alignment across the team Establish and maintain a high‑performance CX culture across in‑office, remote, and BPO teams Serve as the senior CX voice within the company, advocating for the customer in cross‑functional meetings and decisions Cross‑Functional Partnership Act as a customer advocate across the organization, ensuring the customer experience feedback and dates meaningfully inform decisions in Marketing, Merchandising, Operations, and Digital Product Partner closely with the Retention and Acquisition teams to improve LTV, retention rates, repeat purchase behavior, and post‑purchase engagement, ensuring CS/CX insights inform their strategies Work closely with the Operations team to ensure customer needs are met operationally (shipping, inventory, returns, etc.) Collaborate with Merchandising and Digital Product Teams to provide structured customer feedback on product performance, fit, and quality Ensure CS/CX is prepared for launches, site promotions, and updates before they impact customers Build and maintain scalable ways of working cross‑functionally, to ensure the organization is aligned on customer trends, feedback, risks, and opportunities Data & Systems Ownership Own CS/CX performance metrics including SLA, NPS, CSAT, ticket resolution time, and contact drivers Translate CS/CX data into actionable insights and clear recommendations for cross‑functional partners, and BRUNT leadership Maintain deep working knowledge of core systems including Shopify, Gorgias, Loop Returns, and Order Management System, ensuring CX processes evolve alongside tools Proactively recommend improvements to tools, systems, automation, and data tracking as BRUNT continues to scale What You Bring to the Table 10+ years of CS/CX leadership experience, ideally in high‑growth DTC or omnichannel environments Proven experience leading managers and scaling teams through rapid growth and increased complexity Strong cross‑functional leadership skills with the ability to influence without authority Deep operational rigor paired with a customer‑first mindset Experience leveraging AI, automation, and modern CX tooling to improve quality and efficiency Highly data‑driven, with the ability to translate metrics into strategy and action Willing and able to work in‑office in the Boston area at least 4 days per week Compensation & Benefits In accordance with applicable salary transparency laws, we are providing the good‑faith salary range for this position. This range reflects the base salary that we reasonably expect to pay for this position at the time of posting. The actual compensation offered will depend on factors such as qualifications, experience, skills, and budget. Healthcare: Comprehensive medical, dental, and vision insurance options. Retirement: 401(k) plan with Company Match. Paid Time Off: 15 days of PTO, plus 11 paid holidays and sick leave. Incentives: Performance‑based bonus eligibility and equity if applicable. The anticipated salary range for this role is $139,000 - $165,000 USD. Equal Employment Opportunity We do not discriminate on the basis of any protected group status under any applicable law. #J-18808-Ljbffr BRUNT Workwear