Description

We are seeking a dynamic and experienced individual to lead our evolving Customer Experience function as the Director, Customer Experience. The ideal candidate is a top-tier business operator, with a strong analytical toolkit, the ability to solve complex problems from first principles, and a deeply-rooted bias for action. They will be adept at working with senior, cross-functional partners to drive substantial, ongoing improvement in our business. They will be energized to help build a category-defining company in a still-evolving space. And they will be able to work mostly autonomously in the relentless pursuit of their goals.

Responsibilities

Lead our evolving Customer Experience function, working primarily on maximizing revenue retention throughout the entire customer journey

Work upstream with Quince business owners to eliminate churn-driving defects at their root, while partnering downstream with Customer Service to ensure we consistently retain every customer’s trust and loyalty when issues occur

Develop the plan to drive outsized customer revenue retention for customers experiencing a defect in their Quince journey

Own “contact rate” - the % of orders contacting customer service - as a North Star metric and work to reduce it significantly over time

Work with upstream business owners to integrate new categories, business lines, and geographies into our existing service delivery operations

Drive a culture of customer obsession company-wide; that we do what’s right for our customers even when it’s hard for our business

Qualifications

You ideally have an MBA and/or top-tier consulting experience

You have a sharp analytical toolkit, and are able to frame problems, gather data, and run basic, accurate analysis, independently

You have an ability to solve complex operating problems from first principles, typically getting deep into data and/ or the physical world to find root causes

You are an owner; someone who is relentless in the pursuit of their goals

You are comfortable working as an individual contributor, and are able to go from creating a strategy at 30,000 ft to implementing it on the ground at 3 ft

You have a track record of partnering across large, complex organizations to achieve your objectives

You’re a leader, having previously built and led growing, high-performing teams

You have an innate bias to action, moving quickly to do today what could be put off until tomorrow

You iterate, working to improve 1% everyday

You’re an excellent verbal and written communicator, able to share complex updates and learnings succinctly and quickly