Head of Customer Experience

Head Of Customer Experience Full-time | Monday-Friday, 8:00 am - 4:30 pm EST | Bryan, OH (On-site, Hybrid, or Remote) | $65,000$75,000 per year About Doc's Diesel Doc's is in a true scaling phase. We are building an omnichannel auto parts brand with ambition, speed, and high standards. That means we need builders, people who take ownership, move fast, solve problems, and want to help shape where the company goes next. This is a strong fit for someone who wants responsibility, visible impact, and the chance to grow inside a business that is aiming much bigger. The Role You will own Customer Experience strategy for Doc's Diesel, not just the day to day, the whole game plan. Our customers want to talk to real people, and that does not change just because we are building smarter tools. That means setting an AI roadmap that speeds the team up without ever replacing the human on the other end of the line, building the coaching and training that turns new hires into pros, and working with the whole team to ensure the best experience for our customers. You will guide the team through the work, then pick up the phone and be that real voice yourself when it counts most. If you want a seat that shapes how an entire department runs, and want to build something real inside a company still writing its own rules, this is it. What You'll Do Set the department's AI strategy: evaluate, pilot, and scale tools that work, without losing the human touch. Build and run a coaching and training program that levels up the team. Set service standards and SOPs so quality holds steady on every shift. Dig into customer feedback and journey data to fix problems at the root. Partner with marketing, product, and operations to strengthen the whole customer journey. Report CX trends, KPIs, and department performance straight to leadership. Pick up the phone and be the real voice on the toughest, highest-stakes escalations. Own the returns and refunds workflow, prioritizing precision and aim for resolution within the same day. Master and fine-tune support platforms like Richpanel to drive massive efficiency and scale. Handle complex or escalated issues with professionalism and a customer-first mindset Support product knowledge initiatives, including understanding new launches and compatibility questions. What You Bring 4+ years in DTC ecommerce customer experience, including 2 to 3 years managing a team. A track record building or running coaching and training programs for a customer-facing team. Sharp analytical instincts, comfortable living in KPIs, dashboards, and reporting tools. Communication skills strong enough to present straight to leadership. Comfortable being a real voice on the phone yourself, not just managing the systems behind it. Nice To Have Background in automotive or diesel parts. Experience running AI-assisted tools like Richpanel, Gorgias, Zendesk, or Intercom. Comfortable in Shopify, Amazon Seller Central, and Google Workspace. Our Core Values Can Do Attitude Extreme Ownership Customer Focused No B.S. We > Me What We Offer Salary: $65,000$75,000 per year Insurance: Health, vision, dental, and life insurance - after 60 days of employment Retirement: Simple IRA with 3% company match - after 60 days of employment PTO: Vacation and sick time - after 60 days of employment Bonus: No Entitlement Self-Funded Quarterly Incentive Program if goals met - after 90 days of employment Opportunities for professional growth and development Doc's Diesel is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by applicable law. Doc's Diesel