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Dia&Co

Dia&Co is the premier personal styling service for plus-size women. Try on clothes at home, keep what you like, return the rest.

Director of Customer Experience
New York City, NY, US
Job Description / Skills Required

Who We Are:

Dia&Co is the largest digital-first retailer dedicated to serving women sizes 14 and above. We are expanding our talented team and are looking for passionate, smart, multitalented go-getters to join us. Our business meets a profound need and we are on a mission to fundamentally transform the way women experience apparel commerce.

What We’re Looking For:

To scale exceptional experiences for every woman we serve, we are looking for a Director of Customer Experience. In addition to furthering our culture of customer empathy, this person will help to scale our CX team, serve as a critical link in our customer journey and bring a strong technical capability to our customer success organization.

Responsibilities

Develop and execute LTV maximizing strategies for CX in partnership partner with Product, Data and Engineering teams.
Create a robust customer insights program, culling insights from daily interactions from the support team, analyzing that data and sharing learnings across the company to better enhance the customer experience
Work closely with brand and creative teams to ensure that every touchpoint with customers is reinforcing of our brand
Develop a thoughtful surprise and delight program, ensuring that we maximize brand touchpoints outside of the core Dia experience in a way that reinforces our brand promise.
Plan, direct, and coordinate the operations of the Customer Experience organization to ensure the group runs smoothly and employees are motivated, challenged, and delivering industry leading results
Cultivate a winning culture measured by high retention and employee satisfaction, resulting in superior performance.
Staying up to date on current Customer Experience best practices and driving thought leadership on the future of customer support and delivering an excellent customer experience



You:

6+ years of experience in leading a customer experience team, with progressively increasing responsibility including more than 3 years mentoring a staff of managers across diverse teams
Strong product sense and deep analytical capabilities
Passion for helping people
Track record of developing high performing and cohesive service delivery teams
Experience managing multi-channel contact center operations including phone, chat, email and social media
Demonstrated success in identifying, developing and implementing service improvements
Previous experience managing in a fast paced, high growth technology company with ability to effectively operate in very dynamic and sometimes ambiguous situations
Strong customer advocacy with the ability to negotiate successful solutions internally on behalf of the customer
Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner




We:

are a small startup, so your contributions make a BIG difference
are growing rapidly and strive to be the world-class leader in our space; we will settle for nothing less
are telling an authentic story with the opportunity to truly provoke change
foster a culture of autonomy and accountability
really, really, really care about what we do

Benefits:

competitive salaries
healthcare premiums covered for employees
a leadership team that embraces creativity and initiative
great snacks, happy hours and a fun office environment!