Director of Customer Experience

3 weeks, 4 days ago
Full-time
Executive
Customer and Technical Support
Nordic Naturals

Nordic Naturals

Nordic Naturals specializes in providing high-quality omega-3 supplements, which are essential nutrients recognized for their role in promoting optimal health.

Food Products
251-1K
Founded 1995

Description

  • Establish service standards, performance metrics, and KPIs across phone, email, social media, live chat, and other customer channels.
  • Oversee the SAP order journey from placement through fulfillment, delivery, and post-sales support while meeting customer SLAs.
  • Develop and maintain scalable customer service standard operating procedures and documentation.
  • Lead workforce planning, resource allocation, capacity management, and day-to-day service operations.
  • Build leadership frameworks, career paths, and a high-performance culture for the Customer Service team.
  • Use AI, automation, and process improvements to increase efficiency, manage growth, and protect margins.
  • Design and execute a consistent omnichannel customer journey across web, marketplaces, international, professional, and other channels.
  • Oversee the customer technology stack and implement tools that improve workflow efficiency, productivity, and service delivery.
  • Improve response times, wait times, first-contact resolution, quality standards, and customer satisfaction.
  • Collaborate with Sales, Finance, Product Development, Marketing, and Operations on service improvements, customer engagement, and revenue initiatives.

Requirements

  • Extensive experience leading and managing operational customer service teams.
  • At least five years of related customer service leadership experience.
  • Bachelor’s degree in business or a related field, or equivalent experience.
  • Advanced SAP proficiency, including Order-to-Cash processing, inventory availability, order tracking, and fulfillment exception management.
  • Experience leading and optimizing enterprise customer-facing ticketing and support platforms.
  • Experience implementing customer service technologies and training teams on new and existing software.
  • Senior-level management or relationship management experience with a strategic focus.
  • Track record of exceeding targets and developing OKRs and KPIs.
  • Ability to interpret strategy, make recommendations, analyze performance, and manage costs.
  • Strong leadership, communication, negotiation, collaboration, relationship-building, and adaptability skills.

Benefits

  • Remote work location.
  • Salary range of $136,000–$158,000.

Interested in this position?

Apply directly on the company website

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