Customer Experience Leader

As Head of CX, you’ll own the full customer journey, from first contact through lifelong retention, ensuring every touchpoint reflects our promise of care and trust. You’ll be a voice of the customer in company strategy, championing data‑driven improvements that increase satisfaction, loyalty, and profitability.

We’re looking for a strategic, empathetic, and systems‑minded leader to own the full Customer Experience function. You’ll lead and mentor a team of 20+ CX professionals, while also partnering across Product, Operations, and Marketing to reduce friction, improve satisfaction, and design moments of delight. You’re someone who can zoom out to architect a strategy, and zoom in to rewrite a macro or handle a tough customer call when needed.

• Lead and inspire the CX team to deliver best‑in‑class service and results.
• Set department goals, forecasts, and KPIs aligned with company objectives.
• Prioritize initiatives that have the greatest impact on customer satisfaction and operational efficiency.
• Mentor and foster camaraderie, professionalism, and accountability.
• Communicate customer insights and opportunities to cross‑functional stakeholders in a timely, actionable way.
• Stay current on CX trends and best practices to inform ongoing strategy and innovation.

• Ensure the team is appropriately staffed, trained, and scheduled to meet quality benchmarks.
• Measure and report performance across key metrics, including hold time, first reply time, customer effort score, CSAT, inbound/solved ratio, negative reviews, and cost per ticket solved.
• Build and maintain clear, repeatable systems and resources that enable efficient work:
  • Up-to-date training materials and knowledge bases
  • Effective macros, scripts, and talking points
  • Simple, well‑documented SOPs
  • Context sharing from other departments to improve coordination

• Act as the voice of the customer across the organization, identifying trends, pain points, and opportunities for improvement.
• Drive continuous improvement of customer and employee experiences through data‑driven analysis and collaboration.
• Serve as the final escalation point for complex or sensitive customer issues, resolving with empathy and professionalism.
• Engage directly with customers across channels when needed to model excellence and stay close to the experience.
• Design and implement solutions that reduce inbound volume by addressing root causes and improving processes.
• Leverage automation, AI, and improved workflows to streamline response time and enhance quality.
• Continuously optimize self‑service tools, help center content, chat prompts, macros, and training materials to empower both customers and agents.

• High team member morale
• CSAT consistently above 90%
• One Touch Tickets increased by 25%
• Average call wait time below 2m

You’re a builder and mentor who loves creating clarity in complexity. You know how to blend empathy and analytics to inspire both customers and teams. You’re comfortable in fast‑moving environments and can turn feedback into scalable systems.

• 5+ years of experience leading a Customer Experience team
• Strategic thinker, able to solve problems quickly and efficiently
• Professional, positive, sincere, adaptable, and a quick study
• Natural leader with the proven ability to lead a team to achieve a shared goal
• Exceptional written and verbal communication skills, knack for building rapport with people quickly and easily
• Able to prioritize multiple tasks without letting a single detail slip through the cracks
• Understanding of key performance metrics for employees and department
• Experience designing or re‑architecting CX operations for scale
• Proven track record leading hybrid teams (in‑house + outsourced)
• Hands‑on familiarity with CX automation tools, AI chat, or CRM optimization
• Success collaborating with Product and Engineering to close feedback loops
• Proficient in Gorgias, Talkdesk, Shopify

This role is based in the recently remodeled CX floor inside the plant.

We are at an exciting inflection point, transforming from a one‑time digitization service into a lifelong platform for preserving and sharing family stories. As our Head of CX, you’ll shape how millions of families experience that transformation.

• Medical insurance
• Vision insurance
• 401(k)