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Director Customer Experience
Job in
Bayonne, Hudson County, New Jersey, 07002, USA
Listed on 2026-06-12
Listing for:
Londontown, Inc.
Full Time
position Listed on 2026-06-12
Job specializations:
-
IT/Tech
AI Engineer (Applied/Software)
Job Description & How to Apply Below
We’re hiring a hands‑on, data‑driven leader to own and scale our customer support function. This role is ideal for someone who has led in‑house CS teams at a product‑based company and has successfully implemented AI tools (chatbots, automation, AI‑assisted support) to improve efficiency and CX.
You’ll bring structure, accountability, and performance rigor transforming support into a high‑performing, metrics‑driven operation.
What You’ll Do- Own CS operations, KPIs, and reporting.
- Monitor calls/tickets daily to ensure quality and closure.
- Build SOPs and scalable workflows.
- Coach team to improve performance and autonomy.
- Identify gaps and drive process improvements.
- Implement and optimize AI tools to increase efficiency and reduce volume.
- 5+ years leading in‑house customer support teams.
- Experience in a product‑based / DTC company.
- Proven track record implementing AI in CS (chatbots, automation, etc.).
- Strong analytical and process‑building mindset.
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