Director of Customer Experience

Location: Detroit, MI

Department: Support

Type: Full Time

Min. Experience: Manager/Supervisor

Delivering a great experience is easier said than done. It starts and ends with great people...and that’s where we need you. If reinventing what the world thinks of CX by building, shaping and leading a team of customer experience heros* doesn’t scare you, then keep reading. (*No cape required.)

 

ABOUT US
Working at Hello Innovation is more than just a job. It’s an invitation to reinvent the world as we know it, to go against the grain of what’s possible and to rewrite the rules along the way. Every day we get up and challenge ourselves to solve problems that matter, the problems that impact billions and bring radical change and improvement to humankind. 

This may sound like a crazy, lofty goal, but we came from nothing (no investors or debt) and for nearly two decades our products have touched hundreds of millions of people. We’ve proved that industries change, problems are solved and lives are improved when design, technology, and the unexpected collide. And we’re just getting started.

A career at HI isn’t for everyone. We’re an eclectic team of dreamers, creators and doers who are on a mission to bring meaningful innovation to the world. If you’re looking to be inspired, challenged and leave work every day knowing you did the best work of your life, you’ve come to the right place. 

 

ABOUT THE JOB
Customer experience is different at Hello Innovation. To us, CX isn't just another buzzword...it’s at the center of everything that we do.

Our Director of Customer Experience will to do whatever it takes to ensure that we’re delivering the best possible experience to each and every customer; bridging the gap across departments to create a seamless experience across all touchpoints.

Our ideal candidate acts as part strategic planner, part project manager, part team builder, part coach and part day-to-day operations manager. If you need layers of corporate structure and process, this isn’t the position for you.

 

ABOUT YOU

  • You’re up for the challenge. When others want to run for the hills, you want to dive deeper. 
  • Your purpose here on earth is to redefine CX. You’re ready to make your mark by writing the story to be told about the next generation of customer experience with a company that’s not afraid to break the rules. 
  • You see every interaction as an opportunity. Everywhere you go, you can’t stop thinking about how you’d to things differently to make the customer experience that much better. 
  • You’re human-centered to the core. You truly understand people and are fueled to deliver experiences tailored to suit their needs.
  • You get sh*t done. You’ve worked with small, scrappy teams and aren’t afraid to roll up your sleeves to get the job done. 
  • You’re a systems thinker. You have the ability to see the big picture, zoom into the details and understand how all of the pieces work together. Your natural knack for connecting the dots helps you systemize operations.
  • You live by metrics and dashboards. You understand the data we need to keep our finger on the pulse and make smart decisions.
  • ...But you know that data doesn’t always tell the whole story. You keep Design Thinking and Service Design in your toolbelt to make sure you’re keeping the customer in mind and optimizing processes efficiently.
  • This isn't your first rodeo. You have 5+ years experience in customer service management or customer operations strategy with a track record of improving service levels and building high-performance teams.

 

YOUR RESPONSIBILITIES

  • Own the customer experience journey and represent the voice of the customer to create cohesive customer experiences that are nothing short of remarkable.
  • Create, maintain and execute a strategic customer experience roadmap, including the team, process and infrastructure to improve customer support, customer experience and drive sales. 
  • Build high-performance, customer-centric service teams by recruiting, training and developing rock-star customer care and technical support representatives.

 

COMPENSATION & PERKS

  • Meaningful work. This is not just a job. You can find a job anywhere. This is a place for the bold to get paid to give a sh*t and make a real impact on people’s lives when they need it most. 
  • Be part of something (really) big. Our products touch over 45 million people every month, and we are chasing problems that billions suffer from. Not just any problem, the ones that are filled with purpose and meaning. This is your chance to be more than a number and make history.
  • No red tape. Say goodbye to pointless meetings or political hoops to jump through. We’re scrappy, believe in autonomy and empower our teams to do whatever it takes to do the unthinkable. 
  • Learning animal environment. Learn more here than any other place on earth. We make sure you never stop growing and offer an allowance for continued learning. 
  • We ignite the best in you. We exist not only to deliver meaningful innovation, but to ignite and inspire the creative problem solver in you.
  • A creative, come-as-you-are environment. Our team never stops pushing you to be the best that you can be and still makes time to have some fun.
  • Top of market pay. Along with a full benefits package including health, dental and 401k. 
  • Plus many more. Additional perks include daily catered lunches, team activities, paid holidays and vacation time, bonuses and much more.

 

Diversity isn’t just a checkbox. At Hello Innovation, our eclectic team from all walks of life is our secret sauce to meaningful innovation. Needless to say, we are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
 

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