Dimond Connect · 22 hours ago
Director of Customer Experience
LA Metro Area
Full-time
Onsite
Director/ExecutiveDimond Connect is seeking a Director of Customer Experience who understands the D2C e-commerce space. This role involves leading customer support strategy and operations, implementing AI tools, and driving customer loyalty and growth.
Human ResourcesRecruitingStaffing Agency
Responsibilities
Lead, mentor, and grow a team of CX representatives to ensure high performance and engagement
Build and oversee the customer support strategy, aligning it with business goals
Implement and optimize AI tools, automation, and technology to improve efficiency and the customer experience
Analyze customer feedback, support metrics, and data to identify trends, pain points, and opportunities for improvement
Partner with marketing, product, and operations teams to deliver a consistent, high-quality experience across all channels
Set and monitor KPIs such as NPS, CSAT, response times, and resolution rates to track and improve CX performance
Drive strategic initiatives that enhance customer satisfaction, loyalty, and retention
Qualification
Required
Proven experience leading CX or customer support teams in D2C e-commerce
Deep knowledge of AI tools, CRM platforms, and other modern CX technologies
Strong leadership skills and experience managing and developing teams
Ability to think strategically while also overseeing day-to-day operations
Data-driven mindset, with the ability to turn insights into actionable strategies
Excellent communication and collaboration skills
Company
Dimond Connect
Dimond Connect provides e-commerce recruitment with sourcing, screening, and placement on a contingency basis.
Founded in 2020
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Carson Dimond
Partner
Company data provided by crunchbase