Senior Manager​/Associate Director, Customer Happiness

Senior Manager/Associate Director, Customer Happiness

Calabasas, CA

True Classic is hiring a Senior Manager/Associate Director, Customer Happiness to own the entire customer experience across every channel we sell on — Shopify (DTC), Tik Tok Shop, Amazon, wholesale, and retail. This role is accountable for how customers feel after interacting with us: the resolution of every question, the speed of every reply, the consistency of every interaction, and the loyalty we earn.

This is an AI‑native role by design. We build the customer happiness function of the future — a blend of in‑house‑built automation and best‑in‑class external tooling that lets us resolve faster, personalize deeper, and care at a scale not possible a few years ago. You should be the operator who reaches for technology first and knows when to bring a human into the loop.

Customer Happiness operates on three dimensions in strict priority order—Quality first, Speed second, Cost third—and every metric ladders into one of the three. The service bar is Ritz‑Carlton, Nordstrom‑level: anticipate problems, resolve them before they become a thing, and when a customer does reach out, make it right no matter what at the fastest possible speed. Support is an acquisition engine through public reputation and pre‑purchase help, an LTV engine through fast, fair resolutions and loyalty, and an efficiency engine through AI and automation.

You'll also own True Classic Insiders, our loyalty program—the engine that turns happy customers into repeat customers and advocates.

• Set the vision for customer happiness and translate it into a clear, measurable operating plan the team can execute.
• Run the function on three dimensions in strict priority order—Quality first, Speed second, Cost third—so every metric and trade‑off aligns with these priorities.
• Define the experience standards—tone, response times, resolution quality, and policy—that apply consistently across all channels and held to a Ritz‑Carlton / Nordstrom‑level bar.
• Own the customer happiness roadmap: where we invest, what we automate, what we build, and what we fix next, prioritized by customer and business impact.
• Be the internal voice of the customer—bring the truth of what customers are experiencing into decision‑making rooms.

• Build and run an AI‑native function—combining best‑in‑class platforms (Kodif, Gorgias) with in‑house automation and agents.
• Drive autonomous resolution: stand up AI agents that answer questions and take actions—process refunds, generate return labels, track orders—while protecting quality and warmth.
• Deploy AI and automation across the journey—triage, routing, agent assist, RAG‑powered knowledge, and returns/refund automation—and move each from pilot to production with clear governance.
• Treat AI as operational infrastructure, not novelty: deploy deliberately, govern carefully, and scale intentionally.
• Own the tech stack end‑to‑end—helpdesk (Gorgias), AI automation (Kodif), Shopify, Klaviyo, and integrations—and continuously raise the bar on what it can do.
• Build the measurement layer that proves it works: deflection, autonomous resolution rates, cost‑per‑ticket, throughput per hour, and quality scores.

Key metrics: Autonomous / AI resolution rate, cost‑per‑ticket, throughput per hour.

• Run world‑class day‑to‑day support across every channel—email, SMS, iMessage, live chat, social DMs, Tik Tok Shop, Amazon messaging, and voice—flowing into Gorgias as one queue with one set of standards, to clear SLAs for response and resolution.
• Own post‑purchase moments—order tracking, lost‑shipment investigation, returns, exchanges, refunds, and replacements—handled fast, fairly, and on‑policy.
• Set escalation tiers and protocols so right issues reach right people quickly, and own high‑priority escalations personally when they count.
• Make support proactive—surface and resolve issues before the customer asks.
• Own the knowledge base and FAQ so customers and agents always work from one accurate source of truth.
• Hold every interaction to True Classic's brand, quality, and compliance standards, including data privacy.

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