Director of Customer Experience

Description Overview

The Director of Customer Experience leads one CX function across our Hanover, MD and Bremerton, WA teams and our offshore associates, setting the service standard for every customer interaction. You will move our help desk to HubSpot Service Hub, coach the team, and shift us from closing tickets on first reply to resolving them. You will also use AI to cut avoidable contacts, own complaints end to end, and give the business a data-backed view of what customers are telling us.

You will report to the Chief Operating Officer and supervise roughly 11 people, including two on-site CX leads and the offshore team.

RESPONSIBILITIES: 

Lead one CX function across three locations

• Run the MD, WA and offshore teams as one function with a single standard, set of metrics and playbook.
• Own the Painful Pleasures storefront experience and its hand-off to the help desk.
• Own coverage, staffing and quality targets; hire, onboard and retain the team.
• Own the sales assistant desk and order entry so field reps can focus on customers.

Deliver a premium standard of service

• Define premium service for each customer type and build it into targets, tone and escalation paths.
• Own the customer side of returns, repairs, replacements and lost shipments, and turn executive escalations into process fixes.

Lead the HubSpot Service Hub rollout for the team

• Own the Service Hub rollout for CX, from acceptance criteria and training through adoption.

Coach and develop the team

• Run a regular coaching cadence and build the CX onboarding and skills program with the BAA Sales Academy and L&D.

Use AI to make the work better

• Use AI for routing, tagging, first-response drafts and knowledge base upkeep, with a human on decisions affecting a customer's money or order and within BAA's AI governance.

Own complaints and complaint/feedback reporting

• Own the complaints process across every brand, site and channel, from logging to resolution, with clear accountability and response commitments.
• Run root-cause review on complaints and feedback, track corrective actions with Operations, Fulfillment, Repairs, Product and Sales, and report monthly to leadership.
• Own social feedback and reviews across all brands and marketplaces: working with Marketing and the brand social teams.

Be the voice of the customer

• Report weekly and monthly on service health and contact drivers, and take fixes for avoidable contacts to Operations, Fulfillment, Product and Sales.
• Define the rep-to-CX hand-off so orders, quotes and account questions land in CX the first time.
• Share a daily customer-voice recap with product and brand teams; other duties as assigned.

SKILLS: 

• Hands-on experience implementing or migrating a help desk or CRM platform (HubSpot Service Hub, Zendesk, Salesforce Service Cloud or similar) as the business owner.
• Proven coaching ability, including developing front-line leads into managers.
• Practical use of AI in a service setting, with a clear view of where a person must stay in the loop.
• Process-improvement discipline: finding the root cause of avoidable contacts and fixing it with Operations, Fulfillment and Sales.
• Experience owning a formal complaints process, including root-cause analysis, corrective actions and reporting to leadership.

KEY PERFORMANCE INDICATORS (KPI): 

First 30 days

• Meet the team and baseline first response, resolution time and backlog by brand.
• Join the HubSpot Service Hub project as CX owner.

First 60 days

• Publish one service standard and move to close-on-resolution.
• Sign off HubSpot acceptance criteria.

First 90 days

• Deliver the first monthly service health and complaints reports.
• Complete HubSpot testing and training.

First 365 days

• One service standard across every brand and site, with same-business-day first response.
• Backlog cleared and cases closed on resolution.
• HubSpot Service Hub live and adopted, with targets set with your leader in Q1.

QUALIFICATIONS AND EDUCATION REQUIREMENTS: 

Required

• 8+ years in customer experience, customer service or support operations, including 4+ years leading managers or team leads.
• Experience running a multi-site or distributed service team, including offshore associates, in a B2B or omnichannel ecommerce business.
• A track record of measurably improving first response time, resolution time, backlog and customer satisfaction, and of being accountable for those numbers at the executive level.
• Bachelor's degree in business, communications or a related field, or equivalent experience.

Preferred

• Experience in a house-of-brands or distribution environment with NetSuite as the system of record, or with a retail storefront alongside a help desk.
• CCXP or similar CX certification; Lean, Six Sigma or comparable process training.
• Familiarity with the tattoo, piercing, PMU or professional beauty industries.

PHYSICAL REQUIREMENTS: 

• Remote within the US, with periodic travel Maryland and Washington state (approximately 20–25%).
• Prolonged computer work; able to safely access warehouse, storefront and operations areas and lift up to 25 pounds.