Director of Customer Experience

Dia&Co is the premier shopping destination for plus-size women. The company's flagship product is a personal styling service that allows customers to shop from the comfort of their homes. By developing a new kind of relationship with customers, Dia is solving decades of inefficiencies in plus-size shopping. Our business meets a profound need and we are on a mission to fundamentally transform the way women experience apparel commerce.

To scale exceptional experiences for every woman we serve, we are looking for a Director of Customer Experience. In addition to furthering our culture of customer empathy, this person will help to scale our CX team, serve as a critical link in our customer journey and bring a strong technical capability to our customer success organization.

• Develop and execute LTV maximizing strategies for CX in partnership partner with Product, Data and Engineering teams.
• Create a robust customer insights program, culling insights from daily interactions from the support team, analyzing that data and sharing learnings across the company to better enhance the customer experience
• Work closely with brand and creative teams to ensure that every touchpoint with customers is reinforcing of our brand
• Develop a thoughtful surprise and delight program, ensuring that we maximize brand touchpoints outside of the core Dia experience in a way that reinforces our brand promise.
• Plan, direct, and coordinate the operations of the Customer Experience organization to ensure the group runs smoothly and employees are motivated, challenged, and delivering industry leading results
• Cultivate a winning culture measured by high retention and employee satisfaction, resulting in superior performance.
• Staying up to date on current Customer Experience best practices and driving thought leadership on the future of customer support and delivering an excellent customer experience

• 6+ years of experience in leading a customer experience team, with progressively increasing responsibility including more than 3 years mentoring a staff of managers across diverse teams
• Strong product sense and deep analytical capabilities
• Passion for helping people
• Track record of developing high performing and cohesive service delivery teams
• Experience managing multi-channel contact center operations including phone, chat, email and social media
• Demonstrated success in identifying, developing and implementing service improvements
• Previous experience managing in a fast paced, high growth technology company with ability to effectively operate in very dynamic and sometimes ambiguous situations
• Strong customer advocacy with the ability to negotiate successful solutions internally on behalf of the customer
• Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner