Related skills
shopify ai gorgias automation cx tooling📋 Description
- Lead and scale a high-performing CX org across in-office, remote, and BPO teams.
- Own end-to-end CX strategy, tooling, staffing, and escalation frameworks.
- Collaborate with Marketing, Merchandising, Operations, and Digital Product.
- Set direction and build scalable CX processes; mentor two Senior CX Managers.
- Balance in-house, BPO, and AI to maximize coverage and ROI.
- Salary range disclosed: $139,000 – $203,000 per year.
🎯 Requirements
- 10+ years CS/CX leadership in high-growth DTC/omnichannel
- Proven experience leading managers and scaling teams through growth
- Strong cross-functional leadership; influence without authority
- Deep operational rigor with a customer-first mindset
- Experience leveraging AI, automation, and modern CX tooling
- Highly data-driven; translate metrics into strategy and action
- Willing to work in-office in the Boston area at least 4 days/week
- Knowledge of Shopify, Gorgias, Loop Returns, and Order Management System
🎁 Benefits
- Competitive compensation and equity
- 401k and retirement plan assistance
- Dental and Vision 100% covered; comprehensive medical benefits
- Paid parental leave
- Clear performance management process and opportunities to level up
- Flexible and collaborative work environment with All-Hands meetings and social events
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