Guide the CX Manager and the broader CX team, ensuring alignment and engagement with BRUNT’s business goals and OKR responsibilities through clear and consistent communication. Be available to address team questions on a day-to-day basis, such as clarifying policies, troubleshooting customer issues, or guiding team members on best practices for handling challenging situations, via Slack, email, and in-person.  Establish and maintain a strong, inclusive team culture for both in-office and remote employees by fostering growth, mentorship, and accountability. Establish a state-of-the-art Customer Experience Hub at BRUNT’s headquarters, positioning the customer as the centerpiece of organizational initiatives. 

Oversee execution of day to day customer experience operations, ensuring the team meets or exceeds a 24 hour SLA and efficiency threshold of 120 tickets per day across email and phone channels, and 60 responses per hour in Social channels. Regularly evaluate workflows and processes across ticketing systems, macros, customer policy, and more to identify areas of opportunity and create innovative solutions. Revamp BRUNT’s internal training process and curriculum by developing comprehensive, ongoing curriculums for CX Reps and evolving current process documents to an easily accessible internal knowledge base. Partner with CX Managers to implement new processes, policy, and strategic shifts. Build a comprehensive understanding of all applicable systems, including: Shopify, Gorgias, Loop Returns, and Outerspace, with the ability to execute on all existing processes as needed. This is including but not limited to: Customer Orders, Refunds, Back Orders, Gift Cards and Subscriptions. Provide hands-on support where needed while empowering team members to take ownership of responsibilities. Foster cross-functional relationships across Product, Operations, and Digital Product teams to keep the Customer Experience team informed on product launches, shipping, inventory, backorders, returns, and other factors impacting the customer journey. Act as a liaison between Operations and the Customer Experience team, maintaining efficient feedback loops to enhance alignment and operational effectiveness. Strategic Direction / Special Projects: Collaborate with the Customer Experience Director to build a forward-thinking CX strategy that draws on a deep understanding of the day-to-day Customer Experience to identify and implement solutions that drive broader departmental and company OKRs. Leverage insights from (KPIs) such as SLA, NPS, CSAT, and ticket resolution times to make customer-centric, data-informed recommendations. Collaborate across Customer Insights, Product, and Operations to create a CX-specific Voice of the Customer program that leverages Qualtrics analytics to identify key customer issues.  Launch a “Close the Loop” program to follow up with customers who report a poor experience via NPS or CSAT, using feedback from Qualtrics. Driving Continuous Improvement: Strategically leverage BRUNT’s CX staffing model across in-house teams, BPOs, and AI to balance customer satisfaction with operational efficiency. Develop a quality assurance process for the CX team that uses AI to review 100% of customer interactions across phone, chat, and email. What You Need to Succeed: