Director of Customer Experience
: Job Details :

**Director of Customer Experience**

* New York, NY

* Full-Time

* Director of Customer Experience

At Fair Harbor, the customer always comes first. We truly believe that our customers are part of our family and we want to treat them as such with every interaction. As theDirector of Customer Experience, you will manage and oversee all customer service operations, and drive our brand message and energy through all channels of communication. You will be a bastion for the brand, helping our BPO-partner understand what it means to care for customers the Fair Harbor way. With a hospitable and caring touch, you will survey the industry to find new and unique ways to improve our customers end to end experience, ultimately delivering a customer service experience unlike any other. You will be the eyes and ears of the company, always being attentive to the input from customers, and relaying important information to the appropriate Fair Harbor department. At Fair Harbor, every detail, and every moment, is important, and we will trust you to care for them.

REPORTS TO: COO

LOCATION: New York, NY

**What you'll do:**

* Own KPI's and SLA's including response time, agent efficiency metrics, inbound rates, and cost metrics for our different communication channels.

* Direct workforce planning including budgeting, long-range volume forecasting for customer service labor requirements with our trusted BPO-partner, and planning against performance metric goals.

* Deliver qualitative and quantitative reports to members of the leadership team including evaluation of overall performance, trend identification, best practices, problem resolution, and risk mitigation to ensure compliance and enhance the customer experience.

* Make your decisions keeping the customer as the priority. For you, the customer experience is everything, and you value what it means to provide best in class customer service

* Lead the strategy and execution of our end to end customer experiences via our customer experience platforms including email, live chat, and social media

* Represent the voice of the Fair Harbor and energize our CX organization to support the companies value and mission

* Own and implement customer experience enhancements from start to finish. Including but not limited to: digging into consumer data and insights to find opportunities, developing timelines, finding new technology partnerships, aligning partners, and achieving and measuring results.

* Build and lead a team of motivated customer support operations professionals, acting as a player-coach while thoughtfully scaling the team to support Fair Harbors growth goals.

* Manage customer escalations effectively and in a timely fashion.

* Manage sub-contracts and relationships with customer service partners and vendors (Loop Returns, Gorgias, Yotpo, StellaConnect) to reduce the occurrence of problems and quickly resolve any problem encountered.

* Serve as a strong cross-functional partner within the organization, partnering across Ecommerce, Retail, Marketing, and Production to drive delightful customer and community experience

* Find ways to utilize our customer support team and tools not just for reactive support, but for proactive clienteling and relationship building to promote customer happiness and retention

**Requirements:**

* Based in the New York City metro area

* 4+ years directly relevant experience

* In depth knowledge of customer service system metrics, technologies, and integrations (Gorgias, Loop Returns, Shopify etc.)

* Can see the big picture, but are willing to dive into the details and do whatever it takes to ensure success.

* Strong track record of people management with in-house and remote teams; you are low-ego, high-energy, and exhibit the qualities of a leader, always asking what you can do to make everyone around you more successful

* You are data driven and goal oriented

* Extremely organized and detail-oriented person

* Empathetic, kind, and always willing to go the extra mile to make someones day

* Unrivaled communication skills

**What We Offer:**

* Competitive Compensation

* Competitive 401(k) plan

* Health and Dental Benefits

* Advancement Opportunities

* Unlimited PTO Policy

* 10 Company Holidays annually ()