Rainier Recruiting · 1 week ago
Director of Customer Experience
LA Metro Area
Full-time
Onsite
Lead/Staff, Director/Executive
$120K/yr - $160K/yr
3+ years expRainier Recruiting is a fast-growing consumer marketplace that has scaled more than 10x in recent years and is now entering a major expansion phase. The Director of Customer Experience will lead support operations, trust & safety, fraud prevention, and CX systems, focusing on modernizing workflows and enhancing service quality through an AI-first approach.
EmploymentRecruitingStaffing Agency
Hiring Manager
Joely Downing
Responsibilities
Lead and scale a distributed CX team with clear SLAs and accountability
Design AI-powered workflows where automation is the default
Own complex escalations, service recovery, and high-risk cases
Partner with Product, Engineering, and QA to turn CX insights into product fixes
Monitor fraud, payment risk, and marketplace integrity
Own CX metrics including CSAT, response times, automation coverage, and efficiency
Qualification
Required
3–8 years in CX, CX ops, or trust & safety in high-growth environments
Experience with AI-driven or automated CX systems
Proven success managing offshore or distributed teams
Experience supporting high-ticket, high-volume transactions
Strong data skills (SQL preferred)
Builder mindset; comfortable in fast-moving, ambiguous environments
Company
Rainier Recruiting
Rainier Recruiting is a recruiting agency helping professionals and employers achieve their goals.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Brad Near
Head of Talent, CEO
Alyssa Villarreal
Partnership Director | Senior Lead Recruiter
Company data provided by crunchbase