The Adventure Challenge Hiring for Customer Experience Director (5 years Minimum Experience Required) Job at Redding, CA Full Time

Customer Experience Director (5 Years Minimum Experience Required)

The Customer Experience Director at The Adventure Challenge is a champion for our customers. We expect this position to do everything in their power to push our organization to constantly improve the value of our company, product, customer services and general customer experiences. As a DCX, you will be responsible for our customer support team, our reputation management team, customer insights and being the person in our company who knows our customer the best. You will be working closely with both the product and marketing teams to take your deep insight into our customers and work with those teams to solve problems, improve our product and make sure that every book that goes out helps create connection, fun and fulfillment in the lives of our customers. To use some inspiring words from one of the online job descriptions we looked up while writing this – “Simply put, DCX is the torchbearer of a customer-centric culture in an organization that leads to great customer experience.” This mission, should you choose to accept it, is going to mean you connect fully with our company mission/vision and fight all the forces of the world to bring that to reality for the people who purchase our product.

Who’s a good fit: Someone who is very team-oriented, and focused on fostering morale and consistency. We have a very high value for team culture at The Adventure Challenge, both within departments and the company on the whole. This role would require a high amount of cross-departmental communication and coordination, as Customer Experience overlaps with every department of the company. As CX is a great and powerful source of information/feedback from the customers and the outside world, our CXD would regularly be working closely with various department leads and team members to provide data and information that would serve as feedback and direction. You would need to be comfortable with presenting ideas and solutions that both improve and pivot existing systems for CX and other departments and be open and willing to receive feedback from above, beside, and below, and done while always valuing and prioritizing healthy communication. You will need to function well within a spectrum of lulls and high-pressure situations, and helping navigate the team as such. In high support-volume situations, coming up with solutions and rallying team morale with confidence is key to success!

Responsibilities

• Director oversees the Customer Service Team along with all their goals, budgets and operations.
• Increase the efficiency and effectiveness of our customer service experiences.
• Oversee the Reputation Management Team along with all their goals, budgets and operations.
• Help us maintain a valuable presence on all relevant review channels and help our social media team become more effective at customer engagement.
• Work with our logistics team to help make sure the products we offer are effectively delivered to our customers.

• Monitor, access and report on intra company processes that may run counter to our customer experiences.

• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey

• Work cross functionally to help each department achieve a higher degree of customer-orientation.

• Help collect and develop insights into our customer and their journey with our products.
• Create reports and presentations that help our leaders and team understand our customer more effectively.
• Work with Marketing on promotions and initiatives.

Job Requirements

• At least 5 years of experience in a Director Customer Support or Customer Experience related role.
• Ecommerce, live chats, and ticketing experience required.
• Understanding of Customer Support technologies and general process.
• Technological proficiency in customer support tools and cloud based tools.
• A boss, you must have been or are currently a boss.

Job Type: Full-time

Pay: $70,000.00 – $90,000.00 per year

Job Type: Full-time

Schedule:

• Monday to Friday

Experience:

• Customer service: 5 years (Required)
• E-Commerce: 3 years (Required)

Work Location:

• One location