Director, Customer Experience

About the Role

We are seeking a highly skilled and experienced Director of Customer Experience to oversee and optimize our long-term vision in supporting the hobby. In this role, you will lead a diverse team of representatives, ensuring the delivery of exceptional experiences. Your responsibilities will include establishing key performance indicators (KPIs) to monitor service levels, developing both short-term and long-term support strategies, building to scale, and collaborating cross-functionally with product and engineering teams to build automation and scalable solutions through AI. You will lead and manage all activities related to incoming customer service operations, implementing policies and procedures that drive continuous improvement in processes, systems, and communications. This role will be instrumental in ensuring our high-value customers receive high-touch support. Join us in driving customer satisfaction, loyalty, and retention as we support our vibrant collector community.

Responsibilities:

• Lead support team to deliver best in class support for Collectors and Sellers 
• Establish KPI's to ensure service levels are being adhered to. 
• Build support strategy for short term and long term 
• Work cross functionally with product and eng to develop new tools and experiences
• Manage all activities associated with incoming customer service operations, including developing and implementing policies and procedures. 
• Ensures continuous improvement of processes, systems, and communicationsImprove customer service experience, create engaged customers and facilitate organic growth
• Apply 80/20 principles to organize and serve our customers
• Lead Customer Service teams at multiple North America locations and drive talent and culture initiatives to develop a high-performing team
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative KPIs and monthly service level
• Maintain an orderly workflow according to priorities
• Provide hiring, promotion, and disciplinary recommendations, as well as performance evaluation and feedback for direct reports

Requirements: 

• 15+ years experience in Customer Experience. 
• 7+ years in a leadership position. Excellent leadership and people management skills, with a track record of effectively managing and developing high-performing global teams.
• Bachelor's degree in business administration, management, or a related field. An equivalent combination of education and experience may be considered.
• Knowledge of marketplaces required, sports collectables and memorabilia is strongly preferred, but not required. 
• Strong understanding of contact center operations, customer service strategies, and industry best practices.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels. Worked cross-functionally in a matrixed organization. 
• Proficiency in using customer service software, CRM systems, and contact center technologies. Deep knowledge in Zendesk is preferred.
• Analytical mindset with the ability to interpret data and insights to drive informed decision-making.
• Proven problem-solving skills and the ability to make effective decisions under pressure.
• Flexibility to adapt to changing priorities and work in a fast-paced, dynamic environment.

In Los Angeles, the salary range for this position is $173,000-$217,000, which represents base pay only and does not include short-term or long-term incentive compensation. For other remote locations in the US, the salary range is $151,000-$188,000. The Los Angeles salary range is specific to Los Angeles and may not be applicable to other locations and the other remote location salary range may vary by region. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.
 

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