Little Spoon · 1 day ago
Director, Customer Experience
United States
Full-time
Remote
Director/Executive
8+ years expLittle Spoon is the #1 online baby and kids food brand in the US, aiming to disrupt the food category with innovative products and experiences for modern parents. The Director of Customer Experience will lead the CX organization, transforming it into a strategic driver of loyalty and brand value while ensuring operational efficiency across DTC and retail.
BabyConsumer GoodsFood and BeverageNutritionOrganic Food
Responsibilities
Own Little Spoon’s end-to-end customer experience strategy across all touchpoints, from onboarding to issue resolution and retention
Continue to evolve CX from reactive support into a proactive experience engine that builds trust, loyalty, and lifetime value
Identify moments that matter most to parents and design experiences that meaningfully reduce friction and create surprise & delight
Lead, mentor, and develop a high-performing CX team through scale and change. Maintain and support team morale
Build clear goals, accountability, and career paths that attract and retain exceptional CX talent
Partner with People to strengthen hiring, training, QA, and performance management frameworks
Own CX performance metrics (CSAT, response time, resolution rate, QA, cost per contact) and use data to drive continuous improvement
Build forecasting and staffing models that support growth while maintaining service quality and efficiency
Establish strong cross-functional escalation and resolution processes with Ops, Product, Food Safety & Quality, Tech, and Brand
Develop and own the CX technology roadmap, including thoughtful adoption of AI and automation to improve speed, consistency, and scalability
Clearly define where automation enhances the experience — and where a human touch is essential
Lead change management, training, and measurement for all new tools and process improvements
Create tight feedback loops that bring customer insights into product, marketing, and operational decisions
Serve as the internal champion for parents, ensuring empathy and customer context inform company-wide priorities
Qualification
Required
Proven experience leading and scaling customer experience or support teams in a fast-growing DTC, subscription, or consumer brand
Strong strategic instincts paired with a hands-on, execution-oriented mindset
Data fluency — comfortable using metrics, dashboards, and insights to guide decisions and prioritize investments
Deep curiosity about CX technology and AI, with sound judgment on when and how to deploy it
Exceptional communication, empathy, and leadership skills
Passion for building thoughtful, parent-centric experiences
8–10+ years of experience in Customer Experience, or related roles, with 4+ years of people leadership
Experience scaling CX operations through periods of rapid growth and complexity
Familiarity with CX platforms, analytics, and automation tools
Alignment with Little Spoon's mission to make life easier and healthier for modern families
Benefits
Equity
Comprehensive Health Coverage
401(k) with Company Match
Flexible PTO + Holidays
Paid Parental Leave
Learning & Development
Little Spoon Perks
Company
Little Spoon
Little Spoon is the DTC brand on a mission to make parents’ lives easier through healthy meal and snacks for babies, toddlers + big kids.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$73MKey Investors
Valor Equity PartnersVaultier7Kairos HQ
2021-07-20Series B· $44M
2020-01-01Series A· $22M
2019-02-05Series Unknown· $7M
Leadership Team
Ben Lewis
Co-Founder + CEO
Angela Vranich
Co-Founder + Chief Product Officer
Recent News
2025-05-06
Company data provided by crunchbase