Director of Customer Experience

Location - Remote or On-Site

Salary - 136K - 158K

POSITION SUMMARY

The Director of Customer Experience is a key operational leadership role responsible for the execution, delivery, and continuous improvement of customer service across our D2C, B2B, and B2C environments. This role leads day-to-day service operations, ensuring effective processes, systems, and team performance to achieve defined service standards and customer experience objectives. The Director of Customer Experience drives operational excellence by identifying and implementing improvements in service delivery, processes, and performance. This role is responsible for leading, coaching, and developing the Customer Service team, who manage customer interactions across multiple channels, including front and back office support, order entry and processing, telephone, email, online platforms, live chat, social media, and written correspondence. The position maintains strong accountability for operational performance, service quality, and team effectiveness.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Function Statements

• Establish and oversee Customer Service strategy execution by defining service standards, performance metrics, and KPIs across all customer channels (phone, email, social media, live chat, etc.), driving continuous improvement in service delivery and customer experience.
• Maintain complete oversight of the SAP order journey, from initial placement through fulfillment, delivery, and post-sales support, ensuring every stage meets established customer SLAs.
• Advocate for the customer experience across the organization by leveraging deep consumer insights to drive systemic improvements and align departmental goals with the needs of the customer.
• Develop, implement, and maintain standard operating procedures and documentation to ensure consistent, efficient, and scalable Customer Service operations.
• Cultivate a high performance culture by designing leadership frameworks and career trajectories that empower talent at all levels, ensuring the organization’s management depth grows alongside business expansion.
• Manage and optimize Customer Service operations, including workforce planning, resource allocation, and capacity management, to meet service level agreements and business objectives.
• Drive fiscal excellence through the strategic application of technology and process improvements. By leveraging AI and automation to handle growth, the department maintains high operational efficiency and healthy margins without sacrificing the customer experience.
• Design and execute a holistic Omni-channel Customer journey across all channels (Natural, FDM, Professional, Marketplaces, Web, International, etc.) to ensure consistent and seamless customer engagement.
• Architect and oversee the Customer Technology stack to improve platform utilization, workflow efficiency and service delivery.
• Evaluate, implement, and optimize tools, technologies and automation solutions that enhance customer experience and improve team productivity.
• Improve operational performance metrics, including resolution at first interaction, response times, wait times, quality standards and customer satisfaction outcomes.
• Ensure compliance with regulatory, legal, and company requirements, proactively identifying and mitigating operational and customer-related risks.
• Collaborate with cross-functional stakeholders (Sales, Finance, Product Development, Marketing, Operations, etc.) to drive service improvements, enhance customer experience, and support organizational initiatives.
• Partner with Sales teams to support customer engagement strategies, optimize profitability, and enable service-driven sales and conversion initiatives, measuring impact through defined OKRs.
• Perform any other duties as assigned.

POSITION QUALIFICATIONS

Competency Statements

• Create Vision & Strategic Intent - As a leader at Nordic Naturals, you translate your team’s vision into clear objectives and key results, aligning with long-term company goals. You ensure this vision is well-defined and understood by all stakeholders. By understanding external trends, you continually seek ways to enhance competitive advantage, drive efficiency, and improve processes. You align your team's strategy with the overall company strategy and create a compelling vision that inspires and motivates people.

• Foster Integrity and Trust - As a leader at Nordic Naturals, you earn and maintain your team's trust through honest communication, transparency, consistency and fairness. You understand the importance of leading by example, prioritizing doing the right thing, even when it’s difficult, and following through with a commitment to ethical principles. You demonstrate accountability and owning your mistakes. You ensure transparency by openly communicating about successes and failures, creating a culture of learning rather than blame.

• Effective Communication - As a leader at Nordic Naturals, you actively listen with curiosity, show genuine interest in others' perspectives, and provide clear, concise feedback. You communicate with empathy, encourage diverse opinions, and foster inclusive dialogue. Your nonverbal cues, like positive body language and eye contact, reinforce your message. You balance assertiveness with respect, offering and receiving constructive feedback to maintain a supportive and collaborative environment.

• Demonstrate Business Acumen - As a leader at Nordic Naturals, you understand company operations and objectives, guiding your team on the steps to success. You analyze performance metrics and market trends to make informed decisions and adapt to changes. You optimize spending, manage costs, and develop strategies to enhance profitability. By fostering a results-oriented culture, you keep the team focused on key initiatives and deliver measurable outcomes.

• Build a Culture of Accountability - As a leader at Nordic Naturals, you take responsibility for your actions, foster trust, and ensure transparency by communicating openly about successes and failures. You set clear expectations, provide resources, and follow through on commitments, demonstrating reliability. You encourage team members to own their roles, give constructive feedback, and recognize contributions to motivate and empower them.

• Use Intellect & Critical Thinking - As a leader at Nordic Naturals, you grasp complex information, identify patterns, and balance research with swift decision-making. You distill data to uncover core issues, use systems thinking to understand organizational impacts, and make sound judgments even amid uncertainty.

• Collaboration - As a leader at Nordic Naturals, you collaborate across teams, departments, and levels to ensure alignment and smooth handoffs. You seek diverse perspectives, value all voices, and create a safe space for sharing ideas. You drive collective success by fostering open communication, joint problem-solving, and a team-first mindset.

• Takes Initiative - As a leader at Nordic Naturals, you proactively identify opportunities, innovate, and drive continuous improvement. You inspire a culture of proactive problem-solving, motivating your team to be self-driven and resourceful, ensuring the organization stays ahead in achieving its goals.

• Possess Self Awareness & Social Intelligence - As a leader at Nordic Naturals, you are self-aware and foster strong relationships by responding appropriately to social situations. You model humility and openness, creating a culture of trust and transparency. You motivate others, promote collaboration, and make team members feel valued through empathy, active listening, curiosity, clear communication, and recognition.

• Coach, Develop, Mentor and Provide Feedback - As a leader at Nordic Naturals, you invest in your team's growth through regular feedback, personalized guidance, and skill-building opportunities. You foster a supportive environment for learning, empower team members in their development, and build strong, mentoring relationships. Your commitment enhances skills, confidence, and team cohesion, contributing to a culture of continuous learning.

SKILLS & ABILITIES

• Extensive experience of leading and managing operational customer service / customer service teams.
• Advanced proficiency with SAP, with a high-level operational understanding of Order-to-Cash processing, inventory availability, order status tracking, and fulfillment exception management.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Hands-on experience leading and optimizing enterprise customer-facing ticketing and support platforms .
• Prior experience successfully managing, implementing and training team members on new and existing customer service technologies and software.
• Proven management and/or relationship management experience in a senior, strategic level role.
• Established track record of exceeding targets, developing OKRs and KPIs.
• Able to interpret and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Demonstrated influential relationships skills at all levels. Able to use these relationships to deliver service improvements.
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.
• Evidence of well-developed leadership skills.
• Bachelor’s degree in business or related field required or equivalent experience.
• At least five years of related customer service leadership experience required.