Director, Customer Experience (easyplant)

Overview

Mixtiles is seeking a Director, Customer Experience for the easyplant product line to lead our global CX strategy, build scalable support operations, and drive an exceptional end-to-end customer journey. This leadership role requires a data‑driven, people‑oriented executive who can collaborate across Product, Marketing, and Operations to deliver outstanding experiences at scale.

What you'll do

• Define and execute a comprehensive customer experience strategy for easyplant across all channels.
• Build, mentor, and lead high‑performing CX teams (support, self‑service, and programs across multiple regions).
• Establish and monitor CX metrics (CSAT, NPS, SLA adherence, First Response Time, resolution metrics) and drive continuous improvement.
• Map the end‑to‑end customer journey, identify pain points, and implement Voice of Customer programs to inform product and business decisions.
• Own CRM and knowledge‑base tooling (e.g., Zendesk, Salesforce) and ensure scalable, data‑driven processes.
• Collaborate with Product, Marketing, Sales, and Engineering to translate customer feedback into product enhancements and roadmaps.
• Manage CX budgets, vendor relationships, and technology investments; optimize operational efficiency.
• Recruit, develop, and retain top CX talent; foster a customer‑first culture across the organization.

We are looking for

• 10+ years in customer experience leadership with 5+ years managing teams; proven track record scaling CX for consumer hardware or ecommerce.
• Hands‑on experience with CRM and support tooling (Zendesk, Salesforce) and modern CX platforms.
• Strong data analytics skills and a demonstrated ability to drive improvements in NPS, CSAT, and operational KPIs.
• Excellent communication and collaboration skills; comfortable working with cross‑functional teams in a remote/hybrid environment.
• Bachelor’s degree; MBA preferred.

Benefits

• Competitive salary and equity; comprehensive health benefits.
• Flexible, hybrid work options and generous time off for personal and professional development.
• Opportunity to shape the customer experience for a fast‑growing product line.

About Mixtiles and easyplant

Mixtiles creates easy‑to‑use photo products that help people cherish memories. The easyplant initiative represents a strategic product line within Mixtiles focused on customer‑centric experiences and scale. This role oversees CX for easyplant globally.

Location

Hybrid (Worldwide potential; remote/hybrid arrangements may be available).

How to apply

Apply via the link below.