Director of Customer Experience - Remote

Overview

Havenly is seeking a Director of Customer Experience (CX) to lead support strategy, operations, and innovation across our six-brand portfolio, ensuring exceptional service delivery at scale.

In Short

• Lead customer experience strategy across multiple brands.
• Champion a customer-first culture and enhance satisfaction.
• Design multi-channel support strategies.
• Own customer service platforms and automation initiatives.
• Deploy AI-powered solutions for service delivery.
• Oversee CX workforce strategy and vendor partnerships.
• Collaborate with cross-functional teams to streamline operations.
• Establish CX KPIs and reporting tools.
• Lead CX forecasting and budgeting initiatives.
• Foster a collaborative and inclusive team environment.

Requirements

• Proven experience in customer service and operations leadership.
• Ability to manage geographically distributed teams.
• Fluency in CX systems and analytics tools.
• Strong data-driven decision-making skills.
• Resilience in managing complexity and change.
• Excellent cross-functional collaboration skills.
• Empathetic and approachable leadership style.
• Commitment to diversity and inclusion in the workplace.

Benefits

• Competitive salary starting at $120,000.
• Generous paid time off and volunteer days.
• Comprehensive health benefits (medical, dental, vision).
• 401(k) plan with company match.
• Paid parental leave.
• Discounts on design services and furniture.
• Anniversary merchandise credits.