Director, Customer Experience

About us: Stanley 1913 - Built for Life since 1913.

TheStanley 1913brandhas fueledthe humanexperience since the iconic Stanleyvacuum bottle revolutionized the way people enjoyed food and beverage. Today our colorful and thoughtfully designed products including the popularQuencherseries go beyond function elevating everyday moments with style and empowering active lifestyles.Werea community of creators buildersand inventors who believe in creating sustainable products for a better life and world that minimizesour impact on the planet. Learn more at.

Position Overview

The Stanley 1913 brand is seeking a Director Customer Experience to lead and evolve our end-to-end customer service and experience strategy within the commercial organization.

Reporting to the SVP Americas this role will transform our approach to customer service from a third-party operation to an outstanding in-house Customer Experience team. The Director will set the vision operating model systems and service standards that elevate the Stanley brand across all consumer and commercial touchpoints.

This leader will operate at the intersection of brand sales operations and digital commerce ensuring a seamless premium and data-driven customer journey while building scalable processes and high-performing teams.

What Youll Do

Customer Experience Strategy & Transformation

• Lead the transition from an external customer service provider to an in-house Customer Experience organization.
• Design and implement a future-state operating model aligned with Stanleys brand and commercial strategy.
• Establish customer standards SLAs and performance metrics that reflect a premium consumer brand.
• Lead change management across systems processes and people to ensure a seamless transition with minimal disruption.

Customer Service Operations

• Supervise daily customer service operations across DTC wholesale marketplace (e.g. Amazon) and commercial channels.
• Develop scalable workflows case management processes and quality assurance standards.
• Ensure consistent high-quality resolution of consumer inquiries across phone email chat social and marketplace platforms.
• Partner with Sales and Account teams to support retail and commercial customer needs.

Systems Tools & Enablement

• Lead selection implementation and optimization of CRM and customer service platforms.
• Develop reporting dashboards to supervise contact volume resolution time CSAT NPS and other meaningful metrics.
• Leverage data and customer insights to identify product fulfillment or process improvements.
• Ensure integration across Customer Experience Sales Supply Chain IT and Digital Commerce systems.

Insights Analytics & Continuous Improvement

• Own CX analytics identifying trends in customer behavior returns warranty claims and product feedback.
• Translate insights into actionable recommendations to improve products packaging policies and the digital experience.
• Partner cross-functionally to reduce friction points and enhance the end-to-end customer journey.
• Establish continuous improvement processes to increase efficiency reduce cost-to-serve and elevate service quality.

Team Leadership & Talent Development

• Build and scale a high-performing internal Customer Experience team.
• Recruit develop and mentor managers and frontline team members.
• Cultivate a service-led culture grounded in accountability empathy and brand stewardship.
• Serve as a strategic partner across Commercial Marketing Operations Finance and IT to align on customer-first priorities.

Who You Are

• 10 years of experience in Customer Experience Customer Service or Commercial Operations leadership roles.
• Proven experience transitioning from an external customer service model to an in-house team including operating model build and change management.
• Solid understanding of DTC wholesale and marketplace environments within a consumer brand.
• Shown success building and scaling customer experience teams and infrastructure.
• Deep expertise in CRM platforms case management systems CX analytics and outcome measurements (e.g. CSAT NPS SLAs).
• Strong analytical and problem-solving skills with the ability to translate customer insights into operational and commercial improvements.
• Outstanding communication and leadership capabilities grounded in a service-led approach and high emotional intelligence.
• Background in CPG consumer durables or branded consumer products strongly preferred.

Stanley 1913 is committed to a diverse and inclusive work environment. Stanley 1913 is an equal opportunity employer and does not discriminate based on race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. For individuals with disabilities who would like to request an accommodation please reach out to .

Stanley 1913 is a total rewards company which includes rewards beyond base salary. At Stanley 1913 full-time employees are eligible for an annual bonus based on company and individual addition we offer a variety of employee benefits personalized time off 14-Paid holidays dental vision 401(k) and much more.

About our parent company: Morgan Street Holdings

TheStanley 1913brandisowned byMorgan Street Holdings (formerly HAVI) a privatelyheldenterprise with a diverse portfolio of operating companiesincludingHAVI Supply Chaintmsand Continental. Morgan Street Holdings portfolioprovidesbest-in-class sourcing and supply chain capabilities brand-defining marketing and promotion services innovative consumer products and dining and refreshment food solutions. Morgan Street Holdings employsover10000 peopleand serves 300 customers across the globe.

Morgan Street Holdings supportstheStanley 1913brandwith competitive pay and benefits along with exposure to diverse industries and professional networking and development opportunities.