Head of Customer Experience

Doc's Diesel • Bryan, OH

2d • $65,000 - $75,000 • Hybrid

About The Position

Doc's Diesel is in a true scaling phase, building an omnichannel auto parts brand with ambition, speed, and high standards. This role is for builders who take ownership, move fast, solve problems, and want to help shape the company's future. It offers responsibility, visible impact, and the chance to grow within a business with significant ambitions.

Requirements

• 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 Haves

• 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.

Responsibilities

• 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.

Benefits

• Salary: $65,000–$75,000 per year
• Health, vision, dental, and life insurance - after 60 days of employment
• Simple IRA with 3% company match - after 60 days of employment
• Vacation and sick time - after 60 days of employment
• No Entitlement Self-Funded Quarterly Incentive Program if goals met - after 90 days of employment
• Opportunities for professional growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed