Director of Customer Experience

| Greater NYC Area
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Director of Customer Experience 

Grailed and Heroine are curated e-commerce marketplaces for men’s and women’s luxury fashion. Our community driven marketplaces are built for enthusiasts by enthusiasts. Our goal is to provide an interactive and educational meeting ground where fashion enthusiasts can buy and sell their unique pieces.

Our team prides itself on providing an environment that encourages learning and growth, giving you the opportunity to lead your own projects and take pride in the work you do. We're constantly looking for chances to create a more inclusive, fun, collaborative, and effective work environment.

We are looking for a Director of Customer Experience to manage and lead our Customer Experience team. You will be responsible for building customer loyalty by providing high quality, efficient, and scalable support. You care about influencing change at all levels in the organization to create a culture of putting the customer experience front and center.

You’ll manage and scale a team of passionate agents based remotely and in NYC; identifying opportunity by analyzing customer contact data and team performance metrics. You’ll foster a culture of continuous improvement, provide thought leadership, and deliver big improvements for the Grailed community.

This role reports directly into the Chief Operating Officer.

 

As a Directory of Customer Experience, you will:

  • Champion the customer experience; interfacing with key stakeholders across the organization to push positive change.
  • Be a people manager for the Customer Experience team. E.g., hiring, 1 on 1s, performance reviews, compensation adjustment, career development, etc..
  • Manage the day to day Customer Experience operations such as our support queue, capacity planning, and noteworthy escalations.
  • Work closely with Product and Analytics to determine evergreen processes for incorporating the CX team’s feedback into the product development process.
  • Interface with key stakeholders, such as the executive team, to champion initiatives small and large.

 

The following might describe you:

  • You are an established Senior Customer Experience leader with 8+ years of experience using analysis to drive improvements through the application of established continuous improvement processes
  • A strong people leader with a natural ability to motivate a team, set and achieve targets, and manage career growth and performance
  • Organized and have demonstrated the ability to balance multiple projects at once
  • A natural problem solver with a bias towards action
  • Strategic and willing to roll up your sleeves

 

About:

Grailed launched in 2014 and has become one of the premier online marketplaces to find great men's clothing. Our sister site, Heroine, launched in 2017 and is quickly following suit.

We offer competitive salaries, stock options, health insurance with 100% premium covered, a 401(k) plan, generous vacation, and commuter benefits. We have a healthy work-life balance and a fantastic working environment. Grailed is located in SoHo and walking distance from N/Q/R, 4/6, A/C/E, and B/D/F/M trains.

Grailed is an equal opportunity employer. We value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.

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Technology we use

  • Engineering
    • RubyLanguages
    • SwiftLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases

Location

The city’s most fashionable neighborhood has no shortage of trendy spots for lunch and dinner. It's centrally located, easily accessible by trains.

An Insider's view of Grailed

What are some social events your company does?

On top of the killer holiday party and company retreat in the summer, we also have quarterly team outings and weekly happy hours. Management is supportive and people have wide ranging interests so it’s easy to pull a casual outing together.

Claire

Senior Retention Manager

What kinds of technical challenges do you and your team face?

Technical challenges & collaboration go hand-in-hand here. We've been simultaneously building the data foundations for cross functional teams while also working with folks to ideate, troubleshoot, validate, and predict.

Shiven

Sr. Product Data Analyst

What does career growth look like on your team?

There is much growth to be had here (you can tell from all the plants). The management team continually invests in my education as an IC and now as a manager. Grailed paid for conferences and hired a management coach. We lift each other up!

Sarah

Engineering Manager

What unique initiatives do you have that encourage innovation?

Every week during the engineering team retro, we share "chompers"; the biggest mistake we made that week. In doing so we can celebrate mistakes, as they are first step to success. Mistakes are inevitable and we want to create an environment where people are supported and can learn from those experiences.

Julian

CTO

What’s the vibe like in the office?

I want everyone who works here to feel totally comfortable in our space. We're building a product that empowers people to express their truest selves, and our office is a reflection of that philosophy. Grailed is a made up of a bunch of really smart, passionate, and emotionally intelligent people and the vibe reflects that.

Arun

CEO

What are Grailed Perks + Benefits

Grailed Benefits Overview

We offer 100% paid health, dental and vision benefits, generous vacation, competitive salaries, stock options, commuter benefits, a healthy work-life balance, and a fantastic working environment. Grailed is located in SoHo and walking distance from N/Q/R, 4/6, A/C/E, and B/D/F/M trains.

Grailed is an equal opportunity employer. We value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Grailed offers competitive stock options for all employees, typically vesting over a four year period.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary and secondary caretaker.
Vacation & Time Off Benefits
Unlimited Vacation Policy
We value a great work / life balance and offer an unlimited vacation day policy to all employees.
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Grailed offers employees professional development opportunities like an annual $1500 budget to attend job related conferences and seminars.
Promote from within

Additional Perks + Benefits

We also do something called "Power Breakfast": every other Wednesday, we can volunteer to get paired off with a random group of 4-8 different people in the company to grab breakfast somewhere around SOHO and Grailed picks up the tab.

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