Director, Customer Experience Operations

| Greater NYC Area | Hybrid
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About the team

At Harry's, the customer is at the core of everything we do. The Customer Experience Team focuses on creating effortless experiences for everyone who reaches out to our team, and serves as an advocate for our customers in an effort to drive changes to the overall Harry’s experience. From new products to marketing initiatives to our website, everything we do is directly influenced by our customers, and as a part of our CX team, you can help make Harry’s better, too.

About the role

As the head of our North American Customer Experience operation, you’ll manage and lead one of the largest teams at Harry’s, ensuring that our customers have a smooth interaction and experience. You’ll create and execute on operational strategy as we grow and scale our team with the rest of the Harry’s business. Just as importantly, you’ll manage and develop a team of high-performing, whipper-smart associates and supervisors, based in our headquarters and remotely in the Tri-State area.

What you’ll accomplish:

People management and leadership

  • Lead and manage a team 30-40 CX team members, including three high-performing operational supervisors, as we scale with and support the Harry’s, Inc. businesses and our customers
  • Take full responsibility for team performance as well as overall happiness / engagement of the team
  • Coach supervisors on their own development as well as the development of their directs, doing so thoughtfully and with boundless enthusiasm.
  • Contribute to a fun, friendly work environment that’s aligned with Harry's values

Operational excellence

  • Fully own and held accountable for the North American CX Operation, actively driving improvements to our workflows and processes in order to meet our SLAs and KPIs while driving costs down, all without sacrificing customer experiences and quality
  • Manage our third party relationship(s) and hold them accountable when they’re not meeting their commitments
  • Directs and participates in planning activities related to the preparation of operating budgets and forecasting plan; ensure adequate staffing to maintain service levels and employee satisfaction
  • Create a project and implementation plan for any new or replacement technology tools that help our operation run; strategize and research ability to add new technologies and support channels to our customer experience mix
  • Work closely with QTD Manager to determine strategy and schedule for trainings, onboarding, QA audits
  • Develop clear metrics and visibility into results against key priorities to ensure we have a solid understanding of individual customer and overall ROI.
  • Align with leadership to stay ahead of business growth to ensure we are positioned for success.

Reporting

  • Track, analyze, and report performance data (i.e. SLAs, financial KPIs)
  • Create a structure and process to analyze customer contact data and use that information to drive improvements to the operation. Utilize customer insights to make recommendations to further drive customer loyalty to the brand and improve the Harry's customer experience

This is probably you:

  • You have great experience managing and developing great operators -- you know how to motivate and get the best work out of everyone who works for you
  • You take and give feedback incredibly well (directly and with empathy for the person); you get not just pumped but *pumped* about developing, managing, and leading your team
  • Lifelong learner who gets excited about building new processes and improving outdated ones -- you want to make everything better. You stay up-to-date on job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • You understand that the experience is everything, and find ways to work smarter so that our customers don’t have to
  • Everything that comes your way is met with a “roll up your sleeves” attitude. You partner effectively with others in order to provide solutions in all areas of our department and business, and you’re able to multi-task and manage multiple projects at once. You deliver on-time, every time.
  • You have excellent problem solving and analytical skills -- you’re able to perform data analysis using complex data sets.
  • You have killer written and verbal presentation and communication skills -- you understand how to create a story and craft messaging based on your audience and the problem at hand.

Harry’s is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • ReactFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • TableauAnalytics
    • FigmaDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • TrelloManagement
    • DocuSignCRM
    • GladlyCRM
    • BrazeEmail

Location

Usually you will find us in SoHo (NYC) or Covent Gardens (London)! Both office locations are easy to get to and have lots of fun restaurants, bars, and shopping nearby.

An Insider's view of Harry's Inc.

What are some social events your company does?

I thrive at Harry’s because we have programs that support all of me as a black gay man. From leading our LGBTQIA+ ERG to cultural events like our annual Juneteenth celebration, I feel heard and seen in intentional ways.

Darren

CX Manager, Flamingo

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

As Harry's expands beyond razors, we are focused on building a platform that can support multiple brands, which is transforming our technical infrastructure. We're also collaborating with our data analytics team to better understand our customers, both present and future, and serve personalized and curated experiences to them.

Natalie

Software Engineer

What makes someone successful on your team?

Passion, creativity, and thoughtfulness—with a splash of silliness. You have to be willing to move quickly, test-learn, and be different (even if we fail sometimes)

Nicole

Head of Creative and Communications

How do you make yourself accessible to the rest of the team?

Each week my co-founder & I speak at our all-hands meeting, allowing us to openly share what’s on our minds. We host Q&As, Fireside Chats, Lunch N’ Learns, & I co-sponsor our Women’s Employee Resource Group, where I work with folks at all levels within the company.

Andy

Co-Founder & Co-CEO

How do your team's ideas influence the company's direction?

The People Team works to build and sustain a values-driven work culture that is centered around our employees by being progressive, fair and inclusive, and steeped in learning and development. We design and run thoughtful, people-first benefits and processes. We invest in our people's growth.

Nate

Executive Assistant to CPO and Head of DE&I

What are Harry's Inc. Perks + Benefits

Harry's Inc. Benefits Overview

We’re committed to providing our team with benefits that enhance their mental, physical, and overall well-being. Everyone has different needs, but we are happy to have benefits such as medical, dental, vision, FSA, as well as a 401K, access to Eden Health, and a quarterly wellness reimbursement. That's not to mention our bountiful snacks and catered lunch and breakfast once a week, in addition to free products from all of our brands!

Culture
Volunteer in local community
We participate in local events such as charitable races and local school events!
Partners with nonprofits
Every year, we set aside 1% of our sales to donate to charitable organizations that share our ambition to bring quality mental health care to men everywhere.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Our management team is a representation of our staff! We have a VP and C-Suite that is comprised of 50% women, and have hired from underrepresented communities throughout the leadership group.
Mandated unconscious bias training
We partner with Paradigm to deliver yearly unconscious bias training, and supplement with the People team's own efforts.
Diversity manifesto
Diversity employee resource groups
The Advocates, African Ancestry Collective, All Equals Women's Group, DNA (People of Color at Harry's), Fuerza Latina, and Pride at Harry's
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSAs are designed to stretch your dollars farther. These accounts trim off as much as 30% from your health care or dependent care costs because the money you put into an FSA comes out pre-tax.
Disability insurance
Harry's automatically provides a certain level of coverage for you, plus you have the option to purchase additional insurance for yourself and your dependents.
Dental insurance
We have two plans, one Standard and one Enhanced, with both plans covering preventative care at no cost.
Vision insurance
Our vision plan has Warby Parker as an in network provider!
Health insurance
We have three health plans based on your needs with varying deductibles, and no-to-moderate premium costs.
Life insurance
Wellness programs
We offer a variety of benefits - access to Eden Health, a Wellness Reimbursement Program, and a new fitness reimbursement program through our new medical provider.
Team workouts
Mental health benefits
Online and In-Person Mental Health resources, as well as Company wide mental health days!
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Harry's provides our 401K through Betterment. We match 2% of contributions up to 4% of an employee's annual salary.
Company equity
Every employee is offered a standard welcome grant of equity based on their level, with vesting over a 4 year period. Additionally, we have annual continuation grant bonus programs!
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
We offer 16 weeks of paid leave for all new parents, which applies to birth, adoption, and all paths to parenthood.
Family medical leave
Return-to-work program post parental leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
"My Time" - a flexible time-off policy that includes vacation, sick, and personal time. Additionally, we offer 16 weeks of paid parental leave, plus four weeks of customized re-boarding
Paid volunteer time
You have the opportunity to volunteer up to five full days per year. We also set aside 1% of sales to go back to charitable organizations and causes.
Sabbatical
A four-week, fully paid sabbatical after five years at Harry's. Unplug, unwind, and come back refreshed and ready to tackle the next big challenge.
Paid holidays
10 company-paid holidays per year.
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
We offer pre-tax commuter benefits through WageWorks.
Company-sponsored outings
Harry's has an annual company-wide offsite, holiday party, and other celebrations based on our big milestones!
Free snacks and drinks
Other snacks and drinks are provided, not to mention cold brew on tap.
Some meals provided
We provide catered breakfast every Wednesday before our company-wide Team Meeting, and catered lunch every Thursday.
Company-sponsored happy hours
Join the #happyhours slack channel to plan the next casual outing!
Pet friendly
Harry's pet policy is dog-friendly daily.
Relocation assistance
Fitness stipend
We give $150 a quarter towards health and wellness.
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Our CEO's Jeff and Andy host quarterly AMAs during lunch! In addition, other teams will share out what they're working on as various share-outs, beer & learns, and lunch & learns.
Promote from within
Mentorship program
Continuing education stipend
We have an incredible L&D program that allows you to use a yearly stipend for continuing education or other L&D-related expenses.
Continuing education available during work hours
We recently instituted "Grow Forth Friday" - a 2-hour block with internal and external learning opportunities offered.
Customized development tracks

Additional Perks + Benefits

The best thing about Harry's is we're constantly improving based on employee feedback. Our employee engagement survey, plus consistent feedback loops with our employees means that every year we are getting better and better. In 2019 we implemented a 401k match, more transparent People processes, an L&D stipend, and much more!

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