Director of Operations & Customer Experience

At Havenly, customer delight is our top priority and we’re looking for a driven, articulate, problem solver to oversee our dynamic Customer Experience & Ordering/Fulfillment teams. As the Director of Customer Operations, you will be responsible for creating and driving the operational processes, procedures and policy across the customer experience & ordering organization. You will have outstanding partnership skills, can balance strategic and tactical needs and know how to anticipate and prepare for change and growth. You will understand how things work and how to constantly improve the Customer Experience organization as we grow and expand.

If you are passionate about delightful customer experience and operations and have a love for growing and mentoring teams, then this could be the role for you!

What you will be doing

• This role oversees 2 functions: 1. Customer Support and 2. Ordering/Fulfillment.
• Opportunity to build out from scratch an additional team focused on supporting Designer efficiency & revenue.
• Develop, define, and execute scalable strategies for all aspects of the Customer Experience and Ordering functions. Including required team structure and critical tool updates. 
• Establish, analyze and report KPIs in an accurate and timely manner; clearly communicating monthly, quarterly and annual OKR's.
• Provide day-to-day management for customer service and ordering teams (both onshore and offshore) ensuring they are successful in meeting metrics and performance objectives. Total of 50+ team members & contractors.
• Collaborate with all other departments in the company to drive better customer experiences. Nothing is off the table; find opportunities to improve our customers’ experience with our product or company and pursue them.
• Work with the Product and Engineering departments to ensure that pressing and emergent issues are top-of-mind. You will provide quantitative and qualitative information, crafted in useful and actionable ways, to help prioritize changes that impact the customer experience.
• Support team members on identifying opportunities for improvement, quantifying potential impact, developing detailed implementation plans, and effectively working cross-functionally to drive improvements.
• Define and build potential new support processes (for both clients and designers) from scratch.

What you should have

• 8+ years experience in a highly cross-functional role running strategic projects from idea through implementation.
• Experience leading, building, and inspiring large teams - preferably in high growth startup.
• Insatiable curiosity to find opportunities to improve. You devour data anywhere and everywhere you can find it, and you use it to build a picture of what to tackle next. And, when data isn’t available, you roll up your sleeves and work until you find what you need.
• An engaging leadership presence that comes across equally strong in person as it does in writing.
• Ability to operate with a high degree of autonomy in ambiguous settings. Your job will be different on any given day, but you’ll have to roll with the punches, and more importantly, roll up your sleeves when duty calls.
• Use both quantitative and qualitative data sources to drive decisions and successfully generate results.
• Are great at influencing strategy and collaborating with stakeholders across an organization.
• Exemplify each of Havenly’s cultural values in everyday interactions and encourage others to do the same.
• Can create presentations with your eyes closed and hate when color pairings don’t match.

Additional Details:

• This is a full-time exempt position headquartered in Denver, CO.  While we are all currently working from home until at least August, our goal is to eventually return to our beautiful Denver office and collaborate in person on a hybrid work from home and work from office model.
• Targeted compensation range for this role: $120-150K/year, dependent upon experience.  
• Our total rewards package includes competitive compensation, generous PTO, volunteer days off, health benefits (Medical, Dental, Vision, Disability), company equity, 401K, paid Parental leave, and Fertility benefits. In addition, we offer free design services, furniture discounts, and merchandise credits.
• Havenly is an Equal Opportunity Employer. Havenly's employment decisions are made without regard with race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.
• Applicants must be fluent in English and currently authorized to work in the United States on a full-time basis.

As a company, our goal is to make everyone feel good at home and that starts right here, at Havenly HQ.  We celebrate our differences and encourage everyone to bring their true selves to work each and every day. Throughout the journey of each of our team members, as a company we take pride in and commit to ensuring that everyone feels valued, heard, welcome and have equal opportunity to thrive. With the above stated, Havenly is committed to cultivating a diverse and inclusive team. We are open to candidates of all backgrounds and encourage you to apply if interested.