Director of Customer Experience

Who We Are: 

Dia&Co is a leading in-home retail experience for women, sizes 14 and up. We’re expanding our talented team and are looking for passionate, smart and multi-talented go-getters to join us. Our business meets a profound need and we’re on a mission to fundamentally transform the way women experience apparel commerce.

What We’re Looking For:

To scale exceptional experiences for every woman we serve, we are looking for a Director of Customer Experience. In addition to furthering our culture of customer empathy, this person will help to scale our CX team, serve as a critical link in our customer journey and bring a strong technical capability to our customer success organization. 

Responsibilities

  • Develop and execute LTV maximizing strategies for CX in partnership partner with Product, Data and Engineering teams.
  • Create a robust customer insights program, culling insights from daily interactions from the support team, analyzing that data and sharing learnings across the company to better enhance the customer experience
  • Work closely with brand and creative teams to ensure that every touchpoint with customers is reinforcing of our brand
  • Develop a thoughtful surprise and delight program, ensuring that we maximize brand touchpoints outside of the core Dia experience in a way that reinforces our brand promise.
  • Plan, direct, and coordinate the operations of the Customer Experience organization to ensure the group runs smoothly and employees are motivated, challenged, and delivering industry leading results
  • Cultivate a winning culture measured by high retention and employee satisfaction, resulting in superior performance.
  • Staying up to date on current Customer Experience best practices and driving thought leadership on the future of customer support and delivering an excellent customer experience

You:

  • 6+ years of experience in leading a customer experience team, with progressively increasing responsibility including more than 3 years mentoring a staff of managers across diverse teams
  • Strong product sense and deep analytical capabilities
  • Passion for helping people
  • Track record of developing high performing and cohesive service delivery teams
  • Experience managing multi-channel contact center operations including phone, chat, email and social media
  • Demonstrated success in identifying, developing and implementing service improvements
  • Previous experience managing in a fast paced, high growth technology company with ability to effectively operate in very dynamic and sometimes ambiguous situations
  • Strong customer advocacy with the ability to negotiate successful solutions internally on behalf of the customer
  • Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner

We:

  • are a Sequoia Capital-backed, post-series A startup co-founded by two women
  • strive daily to transform the fashion industry, from working with existing top brands to developing our own collections from the ground up
  • have styled countless amazing women across the country in the past three years—they are at the core of all that we do
  • foster a culture of autonomy and accountability—your contributions make a big difference
  • have an office that is buzzing with excitement—we are genuinely happy to be at work each day
  • celebrate each other’s individuality and unique skill sets
  • create good karma by aiming to surprise and delight at every touchpoint

 

Benefits & Perks

  • competitive salaries, flexible vacation policy and health care coverage
  • a leadership team that embraces creativity and initiative
  • great snacks, Bagel Wednesdays, office happy hours and a fun office environment!
  • located in Hudson Square (the heart of Tribeca, SoHo and West Village)

 


Meet Some of Dia&Co's Employees

Marge H.

Culture & Outreach Manager

Marge is responsible for developing the internal culture at Dia&Co, as well as fostering authentic and unique relations between customers and the organization.

Chris R.

Chief Operating Officer

Chris essentially rounds out everything from an operational standpoint and ensures that the way business runs does right by the customers.


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