Director, Customer Experience Product

Ashley Furniture Industries • Tampa, FL

1d

About The Position

Customer Service/Experience Product Join Ashley Furniture’s Customer Service/Experience Product-to build and improve the products and capabilities that power our customer care experience across channels. This role is critical to our mission of delivering reliable, simple, and cost-effective service journeys that delight customers and support our business goals. You’ll turn customer insights into tangible product improvements that reduce friction, improve satisfaction, and scale our operations. About Ashley Furniture Ashley Furniture Industries is the largest manufacturer of furniture in the world. We're driven by our North Star: to inspire the love of home and enrich the lives of those around us. Our mission is to Improve Quality, Reduce Costs, Do More Business, Be Profitable, and Stay In Business. We value Honesty & Integrity, Passion, Drive & Discipline, Dirty Fingernails (hands-on work), Continuous Improvement, and Growth Focus. Our growth pillars are A Culture of Leadership, Customer Centric approach, and Boundaryless collaboration. The Role You will own customer service and experience products, including CRM workflows, case management, IVR routing, self-service capabilities, and knowledge management. Working with your manager in the Customer Service/Experience Product- without AI department, you’ll partner closely with operations, technology, digital commerce, and customer care teams to deliver high-impact features. Day to day, you will translate customer pain points and service metrics into clear product requirements, prioritize the backlog, and drive end-to-end execution. You’ll design processes and experiences that reduce handle time, increase first contact resolution, and improve CSAT/NPS, all while strengthening reliability and lowering cost per contact. Your work will directly support Ashley’s mission and values by improving quality, eliminating waste, and continuously raising the bar for our customer experience.

Requirements

• Experience with CRM platforms such as Salesforce Service Cloud or Zendesk, including configuring case types, assignment rules, macros, SLAs, and knowledge base governance to support efficient case resolution.
• Working knowledge of contact center technologies and IVR design (such as Genesys Cloud, NICE, Avaya, or Cisco) to design queue logic, DTMF menus, routing strategies, and escalation paths
• Proficiency in data analysis using SQL or advanced Excel to query service data, calculate operational metrics (CSAT, NPS, AHT, FCR), and build dashboards in BI tools like Tableau or Power BI for ongoing performance monitoring.
• Familiarity with ticketing, knowledge management, and self-service systems to structure content, streamline workflows, and implement change controls that protect reliability and compliance.
• Experience with Agile product delivery using tools like Jira and Confluence to manage backlogs, write user stories and acceptance criteria, plan sprints, and maintain documentation.
• Understanding of web and systems integration fundamentals (APIs, webhooks, authentication, error handling) to collaborate effectively with engineering on cross-system workflows and data flows.
• Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or a related field, or equivalent practical experience.
• 4+ years of experience in product management or customer experience/service product roles delivering non-AI service capabilities in retail, e-commerce, or consumer services.
• Proven ability to design and ship improvements to CRM workflows, case management, IVR routing, and self-service features that measurably improve CSAT/NPS and operational efficiency.
• Strong analytical skills with experience querying data (SQL or advanced Excel) and building dashboards (Tableau or Power BI) to monitor AHT, FCR, transfer rate, and cost per contact, using insights to drive prioritization.
• Practical understanding of contact center operations and process optimization, including queue design, escalation paths, and change management that minimizes disruption.
• Exceptional written and verbal communication skills; able to produce PRDs, user stories, process maps, and training materials, and communicate with both technical and non-technical stakeholders.
• Experience working cross-functionally with technology, operations, customer care, and QA to plan releases, execute UAT, and launch product increments on time with clear success criteria.

Nice To Haves

• Certifications such as Salesforce Administrator, Zendesk Administrator, or CCXP that demonstrate depth in CRM configuration or customer experience practices.
• Hands-on experience implementing IVR routing changes on platforms like Genesys Cloud, NICE inContact, or Avaya, including call flow design and testing protocols.
• Background in high-volume, omnichannel customer care environments, with a track record of launching self-service portals and order support experiences that reduce contacts.
• Knowledge of Lean Six Sigma or ITIL service management to apply structured continuous improvement and operational rigor in service processes.
• Experience designing and analyzing pilots or controlled experiments for service changes to validate impact before broad rollout.

Responsibilities

• Own the Customer Service/Experience Product-scope and roadmap across phone, chat, email, and web channels to improve reliability, reduce friction, and increase customer satisfaction.
• Translate customer insights and service operations data into clear PRDs, user stories, and acceptance criteria, enabling engineering and operations to deliver changes that reduce handle time and improve first contact resolution.
• Design and optimize CRM case management workflows (assignment rules, macros, escalations) and knowledge base structures to accelerate resolution and reduce transfers.
• Implement and refine self-service capabilities (order tracking, returns/exchanges, FAQs) and IVR routing flows to increase self-service resolution and lower cost per contact.
• Collaborate with internal stakeholders across technology, operations, and customer care to plan releases, remove roadblocks, and launch product increments on schedule.
• Analyze performance metrics (CSAT, NPS, first contact resolution, average handle time, transfer rate, cost per contact) and use insights to prioritize the backlog and validate impact after release.
• Map customer journeys and document service processes to identify bottlenecks, design improvements, and align teams on the end-to-end experience.
• Partner with QA and operations to create test plans, execute UAT, and ensure defect-free launches with robust monitoring and rollback procedures.
• Drive continuous improvement aligned to Ashley’s mission by simplifying workflows, eliminating waste, and standardizing best practices across channels.
• Create clear release notes, training materials, and change management plans to enable smooth adoption by customer care teams and minimize disruption.

Benefits

• At Ashley Furniture, we offer competitive compensation and comprehensive benefits.
• You'll have opportunities for career growth and professional development in a dynamic, fast-paced environment.
• Our culture values continuous improvement, innovation, and customer-centricity.
• We invest in our people and provide the tools and support needed to succeed.
• Join a team that's passionate about inspiring the love of home and making a meaningful impact on customers' lives every day.

What This Job Offers

• Job Type: Full-time
• Career Level: Director