Associate Director, Customer Experience

Key Responsibilities
Team Leadership

Manage a team of 7-10, ensuring consistent quality, coverage, and performance across time zones

Set clear goals, coach for growth, and build a culture of ownership in customer interactions

Partner with HR on hiring, onboarding, and performance management for the team

Customer Experience

Serve as an escalation point for complex, high touch, or sensitive customer situations

Define and uphold service standards that reflect Catbird's brand voice and values across all channels

Define and evolve Catbird's CX strategy, setting the long term direction for how service quality builds customer loyalty and repeat purchase behavior

Partner closely with manufacturing, warehouse and merchandising partners to resolve fulfillment issues, shipping delays, inventory discrepancies, and order exceptions

Monitor the returns experience for domestic and international orders and troubleshoot issues as they arise

Deliver high touch clienteling for VIP and high value customers, building lasting relationships through personalized support and proactive outreach

Build feedback loops from customer interactions into product, retail, and merchandising teams

This role works closely with our retail store teams to bridge the in-store and online customer experience, serving as a key partner for escalations, issue resolution, and ensuring consistency across channels

Operational Strategy

Bring subject matter expertise to evaluate and evolve CX tooling, workflows, and staffing models as the business grows

Track CX KPIs and provide actionable insights and recommendations to improve performance

Act as subject matter expert for CX and clienteling systems (e.g. Kustomer, Endear, NetSuite), maintaining fluency in new features and capabilities

Support the evaluation and adoption of AI powered customer service tools and automation opportunities to improve productivity and customer satisfaction

Own end to end repairs processing, including intake, manufacturing coordination, status tracking, customer communication and reporting

Partner cross functionally with Retail, Product Development, and Manufacturing on issues that touch repairs, product quality, or customer satisfaction

Report on CX KPIs to senior leadership

Our Ideal Candidate
8+ years in customer experience, with at least 2 to 3 years managing teams

Experience managing a service or repairs operation with real logistical complexity, retail, ecommerce, or luxury goods background strongly preferred

Comfortable being both the calm, high touch voice with a customer and the person redesigning a workflow

Strong process orientation, able to build structure without adding unnecessary bureaucracy

Experience with customer service and returns platforms (e.g. Kustomer, Gorgias, LOOP, Shopify or equivalent)

Experience implementing AI or automation tools in a CX context

Comfortable with data for reporting and decision making

Based in or able to commute to NYC, onsite at Brooklyn Navy Yard 3 days/week