Director of Customer Experience San Francisco, CA

Director of Customer Experience at Everlane San Francisco, CA At Everlane, we want the right choice to be as easy as putting on a great T-shirt. Thats why we partner with ethical factories around the world. Work with high quality and more sustainably sourced materials. And share the actual cost of every product we make. But theres a lot more work to be done, and were excited to be growing a team of motivated humans that are up for the challenge. Customer Experience (CX) is a group of resourceful, empowered, multi-faceted individuals. As brand ambassadors, we create meaningful connections with our customers. We are empathetic, creative problem solvers who come from diverse backgrounds offering simple solutions to complex problems. We influence every step of the customer journey, collaborating with cross-functional partners and leveraging data to refine our customer experience. Our unconventional team includes fraud busters, international gurus, logistic wizards, social butterflies, product genius, and payment. This role is an integral part of the organization. The Director of CX thrives in a growth organization, excels at connecting with people, drives results and processes. You are charged with creating a culture of high performance, operational excellence, and superior customer engagement. The Director of CX is responsible for the efficient management of todays operations and for developing new ways our CX department can support the broader Everlane business goals. These new strategies include; cultivating new revenue opportunities, improving profitability, building out customer analytics, and other innovations in customer engagement. Your day-to-day: Wed

• Build, develop, and execute the CX vision and strategy for Everlane
• Build diverse, high performing teams; oversee the hiring process for CX
• Responsible for assessment, training, and ongoing development for the CX Team
• Support and guide the CX team to achieve results
• Collaborate with all other functions in the company to drive better customer outcomes
• Innovate the ways we can better support our customers - whether through new platforms, channels, or communication styles
• Represent the voice of the customer and energize our organization to support them
• Develop and implement the short and long-term strategies to improve CXs internal operations, productivity, and performance We'd love to hear from you if you have:
• 8+ years of leading high performing operations teams
• 3+ years working in a leadership role on a CX environment
• Proven track record of building CX Teams
• Understand of the customer experience in a retail and/or ecommerce environment
• Desire to work on a collaborative and diverse team
• Strong analytical, troubleshooting, problem-solving, and project management skills
• Ability to evaluate and execute smart risks, ability to identify opportunities for improvement, and take the initiative to drive necessary change
• Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence decisions across the organization
• A passion for developing your team and building its culture, inspiring people towards the best version of themselves
• Someone who embraces challenges enjoys solving problems, and is willing to try new things. As part of our commitment to health and safety for our teams, were taking a responsible approach to creating the safest working environment we can. As part of that commitment, COVID-19 vaccines are required for all current and future Everlane Team Members that do not require an exemption. Location (City) Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary . Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Everlanes Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Gender Gender Please identify your race Please identify your race Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Veteran Status Veteran Status Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of Disability We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at . You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
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