Ashley Global Retail · 1 day ago
Director, Customer Experience Product
Tampa, Florida, United States
Full-time
Onsite
Lead/Staff, Director/Executive
4+ years expAshley Global Retail is the largest manufacturer of furniture in the world, and they are seeking a Director for their Customer Experience Product. This role involves owning and improving customer service products, translating customer insights into product requirements, and collaborating with various teams to enhance customer satisfaction.
E-CommerceFurnitureLifestyleRetail
Responsibilities
Own the Customer Service/Experience Product-scope and roadmap across phone, chat, email, and web channels to improve reliability, reduce friction, and increase customer satisfaction
Translate customer insights and service operations data into clear PRDs, user stories, and acceptance criteria, enabling engineering and operations to deliver changes that reduce handle time and improve first contact resolution
Design and optimize CRM case management workflows (assignment rules, macros, escalations) and knowledge base structures to accelerate resolution and reduce transfers
Implement and refine self-service capabilities (order tracking, returns/exchanges, FAQs) and IVR routing flows to increase self-service resolution and lower cost per contact
Collaborate with internal stakeholders across technology, operations, and customer care to plan releases, remove roadblocks, and launch product increments on schedule
Analyze performance metrics (CSAT, NPS, first contact resolution, average handle time, transfer rate, cost per contact) and use insights to prioritize the backlog and validate impact after release
Map customer journeys and document service processes to identify bottlenecks, design improvements, and align teams on the end-to-end experience
Partner with QA and operations to create test plans, execute UAT, and ensure defect-free launches with robust monitoring and rollback procedures
Drive continuous improvement aligned to Ashley’s mission by simplifying workflows, eliminating waste, and standardizing best practices across channels
Create clear release notes, training materials, and change management plans to enable smooth adoption by customer care teams and minimize disruption
Qualification
Required
Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or a related field, or equivalent practical experience
4+ years of experience in product management or customer experience/service product roles delivering non-AI service capabilities in retail, e-commerce, or consumer services
Proven ability to design and ship improvements to CRM workflows, case management, IVR routing, and self-service features that measurably improve CSAT/NPS and operational efficiency
Strong analytical skills with experience querying data (SQL or advanced Excel) and building dashboards (Tableau or Power BI) to monitor AHT, FCR, transfer rate, and cost per contact, using insights to drive prioritization
Practical understanding of contact center operations and process optimization, including queue design, escalation paths, and change management that minimizes disruption
Exceptional written and verbal communication skills; able to produce PRDs, user stories, process maps, and training materials, and communicate with both technical and non-technical stakeholders
Experience working cross-functionally with technology, operations, customer care, and QA to plan releases, execute UAT, and launch product increments on time with clear success criteria
Experience with CRM platforms such as Salesforce Service Cloud or Zendesk, including configuring case types, assignment rules, macros, SLAs, and knowledge base governance to support efficient case resolution
Working knowledge of contact center technologies and IVR design (such as Genesys Cloud, NICE, Avaya, or Cisco) to design queue logic, DTMF menus, routing strategies, and escalation paths
Proficiency in data analysis using SQL or advanced Excel to query service data, calculate operational metrics (CSAT, NPS, AHT, FCR), and build dashboards in BI tools like Tableau or Power BI for ongoing performance monitoring
Familiarity with ticketing, knowledge management, and self-service systems to structure content, streamline workflows, and implement change controls that protect reliability and compliance
Experience with Agile product delivery using tools like Jira and Confluence to manage backlogs, write user stories and acceptance criteria, plan sprints, and maintain documentation
Understanding of web and systems integration fundamentals (APIs, webhooks, authentication, error handling) to collaborate effectively with engineering on cross-system workflows and data flows
Preferred
Certifications such as Salesforce Administrator, Zendesk Administrator, or CCXP that demonstrate depth in CRM configuration or customer experience practices
Hands-on experience implementing IVR routing changes on platforms like Genesys Cloud, NICE inContact, or Avaya, including call flow design and testing protocols
Background in high-volume, omnichannel customer care environments, with a track record of launching self-service portals and order support experiences that reduce contacts
Knowledge of Lean Six Sigma or ITIL service management to apply structured continuous improvement and operational rigor in service processes
Experience designing and analyzing pilots or controlled experiments for service changes to validate impact before broad rollout
Benefits
Competitive compensation
Comprehensive benefits
Opportunities for career growth and professional development
Company
Ashley Global Retail
Who We Are: Ashley is the largest furniture store brand in North America—a distinction we’ve held since 2005.
10001+ employees
H1B Sponsorship
Ashley Global Retail has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Caitlin Carnahan
Marketing Manager, Brand Partnerships
Christopher Wantlin
Chief Retail Officer
Recent News
Furniture Today
2025-04-15
Company data provided by crunchbase