Director of Customer Strategy and Experience
Director of Customer Strategy and Experience
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Position: Director Customer Strategy & Experience
Department: Customer Experience
Location(s): HQ Utopia Office (inperson)
Lectric eBikes LLC is a rapidly growing company in the electric bicycle industry committed to delivering highquality affordable and innovative ebikes. We are dedicated to sustainability customer satisfaction and expanding the accessibility of electric transportation.
Lectric eBikes is at the forefront of the electric bike revolution combining cuttingedge technology with a commitment to exceptional customer experiences. Our mission is to provide highquality affordable eBikes and support that exceeds our customers expectations. Were seeking a dedicated Director of Customer Strategy & Experience to lead our dynamic customer service center ensuring topnotch service across all touchpoints.
The Director of Customer Strategy & Experience will oversee the strategy and operations of our customer service center driving performance and maintaining high standards of customer satisfaction. This role requires a detailoriented and highly organized leader who excels in datadriven decisionmaking analysis and has a proven track record of managing and coaching both internal and external teams to outcomes. The ideal candidate will have extensive experience in customer service center management a strong background in data analytics and a performancedriven mindset with a specific focus on the hard goods sector and directtoconsumer (DTC) experience.
Essential Functions for this Role:
Team Leadership & Effectiveness:Oversee the daily operations of customer service center ensuring supervisors are equipped to schedule and manage teams effectively. Continuously monitor and refine workflows to improve operational efficiency and meet or exceed performance benchmarks and service standards.
DataDriven Decision Making:Leverage data analytics to monitor evaluate and optimize customer service processes. Use insights to proactively identify areas for improvement and drive continuous enhancements to customer service operations.
Quality & Performance Monitoring:Track and assess key performance indicators (KPIs) to ensure optimal service quality. Implement proactive strategies to address performance gaps improve service standards and ensure consistent highquality customer interactions.
CrossFunctional Collaboration:Collaborate with departments such as quality assurance warranty and troubleshooting to address customer issues related to eBikes. Facilitate seamless integration of customer feedback into product and service improvements ensuring that customer insights inform operational decisions.
Strategic Planning & :Develop and implement customer service strategies aligned with organizational goals. Proactively drive initiatives to improve the customer experience enhance satisfaction and identify opportunities for innovation in service delivery. Educate and inform leadership teams including CEO on trends potential opportunities and areas for improvement ensuring alignment across the organization and driving informed decisionmaking.
Problem Solving & Process Improvement:Apply critical thinking and a proactive approach to address complex customer issues and operational challenges. Identify root causes implement solutions and streamline processes to resolve issues efficiently and prevent future occurrences.
Ideal Qualifications & Skills Include:
Bachelors degree required.
5 years of customer service and/or customer service center management.
Experience in management consulting data analytics or similar roles strongly preferred.
Experience in the electric bike industry or similar hard goods sector.
Proficiency with customer service software and analytics tools.
Experience managing teams to outcomes.
Proven track record of managing and prioritizing complex partnerships projects operations and delivering visiondriven results in a highstakes environment.
Exceptional analytical strategic thinking and problemsolving skills and able to pull clear and actionable insights out of complex data.
Strong interpersonal and communication skills capable of building relationships at all levels of the organization.
Demonstrated ability to work closely with partners and executivelevel leadership with a high level of discretion and professionalism.
Flexibility and resilience with the ability to navigate ambiguity and adapt to changing priorities.
Proficiency in Spanish is a bonus.
Physical Demands:
This job operates in a professional office environment. This role routinely uses standard officeequipment such as computers phones photocopiers and filing cabinets. The team memberfrequently communicates with internal team members investors and vendors. Must be able to remain in a stationary position 50 of the time. Constantly operates a computer and other officeproductivity machinery such as a copy machine and printer. Occasionally moves items up to 50 lbs.for various projects.
Compensation:
Base salary (depending on experience)
Potential for additional metrics based performance pay
Benefits:
Accrual of PTO per PTO policy
Company paid holidays
Health benefits: medical dental (Blue Cross Blue Shield of AZ) vision (Unum)
Company paid Life Insurance and ShortTerm Disability (Unum) for employee only
Voluntary Life Insurance available for dependents
401k participation (eligibility per plan summary) with company match
Parental Leave
Other company perks such as Bike to Work stipend team lunches etc
EEO Statement
Lectric eBikes is an equal opportunity employer. Lectric eBikes expressly prohibits any form ofunlawful employment discrimination unlawful employment harassment and unlawful employmentretaliation. Lectric eBikes is committed to a policy of providing equal employment opportunities(EEO) to all employees and applicants for employment without regard to race color ethnicitynational origin age sex gender identity sexual orientation religion disability pregnancy statusveteran status genetic information or any other characteristic protected by law. The terms of thisEEO policy apply to all areas of employment including but not limited to hiring placementpromotion discipline termination transfer leaves of absence compensation benefits traininglayoff and rehire. Lectric eBikes will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. To request reasonableaccommodation contact the Human Resources department at
Any employees with questions or concerns about discrimination harassment or retaliation shouldimmediately discuss the questions or concerns with HR or a member of the ExecutiveTeam. Lectric eBikes does not retaliate against employees who report in good faith unlawful
discrimination harassment or retaliation.
This job description in no way states or implies that these are the only duties performed by theemployee occupying this position. Employees will be required to follow any other jobrelatedinstructions and to perform other jobrelated duties requested by their manager/supervisor.Requirements are representative of minimum levels of knowledge skills and/or abilities. To performthis job successfully the employee must possess the abilities or aptitudes to perform each dutyproficiently. This document does not create an employment contract implied or otherwise otherthan an atwill employment relationship.
Required Experience:
Director
Employment Type
Full Time
