Position Open - Posted Monday, July 30th 2018

Director, Customer Experience

Santa Monica CA Senior Level Full Time Marketing Tiny beautycounter b logotype navy

Quick Facts

  • Employment Type: Full Time
  • Salary Range:
  • Home or Centralized Office: Home
  • Reports to: VP, Customer Experience

About The Position

Beautycounter is a disruptive beauty brand that creates and sells safer, high-performing skin care and color cosmetic products. Our mission is to get safer products into the hands of everyone.  We work toward this mission by creating best-in-class products with ingredients that have passed our rigorous ingredient selection process.  We also work on market and policy initiatives to raise the bar of safety for the entire cosmetics industry.  We pride ourselves on our commitment to transparency.

The Director, Customer Experience will be responsible for the execution of the company’s strategic initiatives and will play a critical role in the overall delivery of exemplary support to our customers. This Director will work with Tech, Distribution channel (Consultant, Retail and Ecommerce), Operations and Marketing teams to implement, maintain and, most importantly, improve processes and systems that set Beautycounter apart as a frontrunner and an innovator in the realm of customer experience. Experience working with PureCloud platform and Zendesk is strongly desired. 

Primary responsibilities:
  • Leverage a deep understanding of operational needs and capabilities based on metrics analysis to develop, maintain, and adjust volume and staffing models.
  • Build a scalable process for ensuring adherence to the ideal staffing model.
  • Analyze data to make recommendations that maximize operational effectiveness, efficiency, and client satisfaction.
  • Design targets and key performance metrics for the customer experience organization based on information gleaned through data analysis.
  • Analyze customer service hiring and retention data to draw insights to shape future organizational plans.
  • Create business updates to educate leaders on performance across key performance metrics
  • Assist management in developing the customer experience call center skills of supervisors and team leads.
  • Work closely with leads and supervisors to create strong connections with the whole team and utilize effective communication to help translate the mission of Beautycounter into meaningful and clear goals.   
  • Assist with development of team structure, recruiting, on boarding and training by working with leadership, direct reports and other business partners.
  • Translate company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives.   
  • Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.   
  • Bachelor’s degree.
  • 7 years' experience in customer care including 3 years of management/leadership of a customer service team.
  • Excellent computer skills.
  • Demonstrated experience of scaling a customer service organization.
  • Consumer product experience is highly desirable.
  • In-depth knowledge of customer service principles and best practices.
  • Proven analytical skills.
  • Ability to respond quickly to changing needs and adapt as necessary to meet new challenges. 
  • Previous experience working with PureCloud platform, Zendesk and Magento strongly desired, but not required.
  • Strong analytical, critical thinking, communication, interpersonal and organizational skills.
  • Must be very detail oriented and possess excellent time management skills.
  • Outstanding problem solving skills, self-motivated and an entrepreneurial spirit.
  • Must lead by example, strive for excellence and have a willingness to learn.
  • Can report to office headquarters in Santa Monica, CA.
  • Must be available to work varied hours (including weekends and holidays).
Company default
Beautycounter b logotype navy


HQ: Santa Monica, CA