Director of Customer Experience

Havenly

100d • $120,000

About The Position

Havenly is seeking a Director of Customer Experience (CX) to lead support strategy, operations, and innovation across our six-brand portfolio. Reporting to the VP of Operations, this leader will own the full customer journey, overseeing both onshore and offshore teams to deliver consistently exceptional service at scale. The ideal candidate is a customer-obsessed operator who balances brand nuance with operational rigor. They thrive on improving satisfaction and loyalty while driving efficiency, scalability, and measurable business impact.

Requirements

• Experienced CX leader with a track record in customer service, operations, or experience strategy within retail, ecommerce, or multi-brand environments.
• Skilled in leading large, geographically distributed teams (onshore and offshore) through growth and transformation.
• Data-driven operator with fluency in CX systems (e.g., Kustomer), order management platforms (NetSuite, Shopify, 3PL WMS), and analytics tools.
• Resilient and adaptable, able to lead through complexity, ambiguity, and change while keeping teams engaged and motivated.
• A collaborative leader who breaks down silos and builds strong cross-functional partnerships.
• Positive, empathetic, approachable, and able to balance high performance standards with humor, levity, and humanity.

Responsibilities

• Define and execute a holistic CX strategy across six distinct consumer brands, ensuring both consistency and brand-specific service differentiation.
• Champion a customer-first culture through strong leadership, coaching, and organizational alignment.
• Design and optimize multi-channel support strategies (email, phone, chat, SMS, social, emerging platforms) to meet customers wherever they are.
• Own customer service platforms, helpdesk operations, and automation initiatives to improve speed, quality, and cost-per-contact.
• Lead the deployment of AI-powered solutions that scale service delivery while preserving human connection and empathy.
• Oversee CX workforce strategy, including in-house team development, offshore resource management, and vendor partnerships.
• Partner with supply chain, product, marketing, and finance to streamline order management, enhance customer communications, and reduce avoidable contacts.
• Build and evolve Voice of Customer programs, leveraging CSAT, NPS, and qualitative insights to inform product, merchandising, and operational roadmaps.
• Influence cross-brand initiatives to balance customer delight with sustainable margins.
• Establish clear CX KPIs, dashboards, and reporting tools (e.g., Looker) to drive transparency and accountability.
• Lead CX forecasting and budgeting, aligning resources with projected contact volumes and business growth goals.
• Apply data-driven insights to prioritize initiatives, quantify ROI, and translate customer feedback into measurable improvements.

Benefits

• Competitive compensation
• Generous PTO
• Volunteer days off
• Health benefits (medical, dental, vision and disability)
• 401(k) with match
• Paid parental leave
• Design services
• Furniture discounts
• Anniversary merchandise credits

What This Job Offers

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