Director, Digital Customer Care Experience

1-800-FLOWERS.COM, INC.•Jericho, NY

About The Position

The Director, Digital Customer Care Experience is responsible for leading the execution and performance of digital customer care capabilities across chatbot, IVR, and self-service channels. This role translates defined strategic priorities into delivered solutions that drive measurable business outcomes. This is a highly accountable, execution-focused leadership role. The Director is expected to take ownership of outcomes, drive work forward across teams, and shape the path based on performance, insights, and operational realities. Success is measured by results and impact—not level of effort. This leader will have a broad scope of influence across Digital, IT, Product, Operations, and external vendor partners. They will act as a change agent, continuously advancing how AI and automation are leveraged across both customer-facing experiences and internal workflows to improve efficiency and inform business strategy. The role requires a deep understanding of how digital and human-assisted service models work together. The Director must think end-to-end across the customer journey while also understanding the realities of operating within a large-scale customer care environment. This position leads a multi-layered team of analytics and digital experience professionals, setting direction, driving accountability, and ensuring alignment across initiatives that impact the broader organization—including work outside of direct reporting lines. The ideal candidate is comfortable operating in a fast-paced, evolving environment, navigating ambiguity, and driving change even when alignment is not immediate.

Requirements

3+ years of experience in digital transformation, customer experience, or product/operations within a customer service environment, with demonstrated ownership of cross-functional initiatives and measurable business outcomes
Proven experience operating in a role with full accountability for delivery, performance, and results
Strong understanding of how AI, automation, and human-assisted service models work together within a customer care environment
Working knowledge of customer service operations, including contact drivers, escalation patterns, and performance levers
Experience with AI-driven customer service tools and platforms, including Microsoft Dynamics
Demonstrated ability to deliver results in complex, cross-functional environments
Proven ability to influence stakeholders across teams without direct authority
Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
Experience building, leading, or developing teams, with a focus on elevating performance standards
Excellent verbal and written communication skills
High level of ownership, accountability, and follow-through
Operates with integrity and transparency

Responsibilities

Own the delivery and execution of the digital customer experience roadmap across chatbot, IVR, and self-service channels
Expand AI capabilities to support end-to-end customer resolution, including credits, recipient handling, and order changes
Drive improvements in containment and deflection by identifying, prioritizing, and scaling high-impact use cases
Lead integration of digital tools with backend systems (e.g., Microsoft Dynamics, ATLAS, APIs) to enable real-time resolution
Improve digital-to-human handoffs by ensuring continuity of context and reducing customer friction
Identify and resolve performance gaps, including accuracy issues, inconsistent experiences, and vendor limitations
Own and report on key performance metrics, including containment, deflection, CSAT, cost per contact, and resolution quality
Drive cross-functional alignment across Digital, IT, Product, Operations, and vendor partners to ensure execution and delivery
Manage and hold vendor partners accountable for performance, delivery, and outcomes
Partner on budget planning and ensure digital investments deliver measurable return on investment
Build, lead, and develop the Digital Experience team, setting clear expectations and elevating performance standards
Coach and develop team members to think strategically and take ownership of outcomes
Establish accountability for results and ensure consistent follow-through on commitments
Communicate performance, insights, risks, and recommendations clearly and effectively to senior leadership
Act as a change leader by challenging existing ways of working and driving adoption of new capabilities
Stay current on advancements in AI and automation, applying new technologies to improve efficiency and inform decision-making

Benefits

Medical, dental, vision, life, and disability insurance for the associate and eligible dependents
Flexible Spending Account (FSA)
Health Savings Account (HSA)
401(k) retirement savings program
Mental health resources and Employee Assistance Program (EAP)
Paid vacation time (accrued based on hours worked and tenure)
Paid company holidays
Employee discount across our family of brands
Potential eligibility for annual merit-based compensation increases, where applicable

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