Director, Customer Experience
Director, Customer Experience
Posted on :
07-07-2025
Employer Active
1 Vacancy
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Job Description
A Little About Us
Oats Overnight is changing the way people eat breakfast. Since launching in 2016 our high-protein
spoon-free oatmeal has been enjoyed by over two million customers. Were scaling quickly in both
direct-to-consumer and retail with the goal of becoming a household brand. Were a vertically
integrated company with end-to-end control of all phases of the business producing and fulfilling
the product in-house which is extremely rare for companies our size. This allows us to create new
flavors and products quickly and is a tremendous advantage for our brand were able to give
customers a behind-the-scenes look at what we do highlighting our people and process in content.
Being vertically integrated also enables us to incorporate customers directly in the development
process.
Starting with our founder/CEO and extending to multiple teams across all departments many of us
come from non-traditional backgrounds. This is a superpower we are not stuck in traditional
industry patterns but instead leverage extreme rationality and first principles thinking to solve
problems and find new opportunities. This is a special place to work and our team is what makes it
that way; this is why every employee is also an owner. As such there is a high level of expectation for
all team members.
What Were Looking For
A leader who can articulate an exciting customer experience vision set strategy drive
excellence in execution and rally a team behind them.
An intellectual humility and empathetic approach that allows for influence at all levelsfrom
those just starting their career through our executive leadership team.
A curious and entrepreneurial mindset combined with a relentless drive to set the bar higher.
A demonstrated ability to sequence multiple priorities and navigate a fast-moving
environment. Taking decisive action with imperfect information will be key.
A willingness and aptitude to learn new processes new technology and new ways of
thinking with data as technology shifts.
The experience and desire to help shape a company culture built on collaboration freely
sharing ideas and celebrating success with cross-functional teams.
Whats The Job
The Director of Customer Experience will oversee the Oats Overnight Customer Experience
department. This role provides direction on the tracking oversight and optimization of customer
interactions. Works with sales marketing and service to ensure excellent customer service. Defines
what customers value; works with other leaders to deliver optimal customer experience. Advises
management in developing processes policies and procedures that help us deliver an excellent
customer experience in a sustainable way.
What Youll Be Doing
Creating the CX teams data and analytics arm partnering with a highly technical Data team
that can build your vision of how a world-class CX team should be measured.
Managing a team of managers who will look to you for continued growth and guidance.
Optimizing workflows and processes to increase efficiency and effectiveness and keep our
CX team small and nimble as the company continues to grow quickly.
Working closely with Digital Product Fulfillment Marketing and physical Product teams to
ensure all customer-facing decisions have insight from what our customers are saying and
experiencing.
Owning the CX tech stack providing the latest technology to the team so they can focus on
providing personal customer interactions .
Acting as the voice of the customer evangelizing the importance of a world-class experience
at all points in the journey.
Setting and driving team goals and KPIs.
Other duties as our organization evolves with scale.
What Youve Done And Who You Are
You have 12 years of experience in Customer Experience at a fast-paced start-up or high-
growth organization. (At least 12 years of related experience with a Bachelors degree; or 8
years and a Masters degree; or a PhD with 5 years experience; or equivalent experience in
Customer Service).
You have 5 years of experience leading management-level talent.
Possess excellent leadership and management skills with a desire to mentor develop and
motivate others.
Experience implementing AI solutions in a thoughtful way so customers can get answers
quickly and easily
Comfort and ability to work in a fast-paced entrepreneurial environment; need to be willing
to get your hands dirty on service while also communicating clearly to executives.
Experience with Gorgias is a plus.
Why You Might Like Working Here
You have the freedom to leverage your own creativity and have a voice.
Were serious about what we do but we dont take ourselves too seriously.
Free oatmeal. Its very good.
Why You Might Not Like Working Here
Its not a cushy job; the bar is high.
We are growing quickly and have a fast-paced work environment.
And last but never least.
We value people who roll up their sleeves and support their fellow team members. We embrace
diversity and encourage equal opportunity every chance we get and we look forward to learning
from people whose backgrounds skills and perspectives challenge and enrich our own.
Oats Overnight provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race color religion gender sexual orientation national origin age
disability marital status amnesty or status as a covered veteran in accordance with applicable federal
state and local laws. Oats Overnight complies with applicable state and local laws governing
nondiscrimination in employment in every location in which the company has facilities.
Required Experience:
Director
Employment Type
Full Time
Key Skills
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