Director of Customer Experience

We are a high-performance wellness company redefining what operational excellence looks like. We value speed, precision, and accountability—and we hire individuals who bring the same mindset to every shift. This is a culture for people who take pride in doing things well, at pace, and as part of a tight-knit team.

What You’ll Do

• Lead the end-to-end design and delivery of the customer experience lifecycle — from onboarding through retention and service recovery

• Manage and develop a growing CX team, ensuring consistent performance, clear expectations, and timely coaching

• Implement and refine scalable systems for support ticketing, resolution tracking, and performance measurement

• Partner with Product, Marketing, Sales, and Operations to embed the voice of the customer in key decisions and strategic roadmaps

• Build and own dashboards, reporting cycles, and process audits that improve speed, quality, and customer satisfaction

• Serve as the escalation point for complex issues and own the resolution path with urgency and discipline

• Continuously improve internal workflows, leveraging automation, templates, and AI tools to optimize team output

You’ll Thrive Here If You

• Translate customer insight into operational change

• Lead with urgency and coach with clarity

• Are motivated by accountability and continuous improvement

• Value structure, consistency, and data-informed decisions

• Know how to scale systems and teams without compromising quality

You May Struggle Here If You

• Need extensive top-down direction or legacy process to stay on track

• Default to theory or planning over implementation and measurable output

• Avoid direct feedback or delay performance conversations

• Struggle to prioritize or delegate in fast-paced, high-volume environments

What You Bring

• 5–7 years of customer experience, customer success, or service operations leadership

• Demonstrated success managing people, platforms, and performance metrics

• Strong operational instincts and a systems orientation — you see patterns and solve at the root

• Experience working cross-functionally in a scaling or fast-moving environment

• Familiarity with AI tools, CRM systems (e.g. HubSpot, Salesforce), and digital service platforms

• Commitment to cultural values like speed, precision, accountability, and candor

Minimum & Preferred Qualifications

We don’t hire job titles — we hire operators who build systems, elevate people, and improve outcomes. The criteria below reflect the must-haves and differentiators we value for this role.

Minimum Qualifications

• 5+ years in a customer-facing operational leadership role

• Proven ability to lead and develop teams with measurable performance outcomes

• Experience implementing CX systems, dashboards, or automation tools

• Track record of translating feedback into cross-functional process improvements

Preferred Qualifications

• Experience in a high-growth, regulated, or mission-driven industry

• Familiarity with KPI frameworks like NPS, CSAT, CES, and operational SLA enforcement

• Exposure to AI-assisted support systems or digital transformation initiatives

• Experience managing departmental OKRs, budgets, or vendor relationships

What We Offer

We don’t just hire exceptional talent — we take care of it. Our benefits are built to sustain high performance, reduce friction, and support you in showing up at your best — physically, mentally, and financially.

Health & Insurance Benefits

• 100% Company-Paid Premiums (Employees and Families)

• Mental Wellness & Support

Lifestyle, Learning & Reimbursement Programs

• Fitness reimbursement: up to $1,000/year

• Tuition reimbursement: up to $5,250/year

• Professional development: up to $5,000/year

Employee Perks

• $150/month in Diversified Botanics product + 50% employee discount thereafter

• Free meals, drinks, and celebration days

Compensation & Incentives

• Discretionary quarterly bonus structure

• 401(k) with 100% match on the first 2%, 50% match on the next 4%

Compensation Philosophy

We align compensation with performance, potential, and impact. Offers are calibrated based on demonstrated capability, scope, and contribution to shared outcomes.

EEO Statement

Diversified Botanics is proud to be an equal opportunity employer. We celebrate diverse backgrounds, perspectives, and identities and are committed to creating an environment where all team members can thrive.

Work Eligibility & Accommodations

Applicants must be authorized to work in the U.S. Reasonable accommodations are available throughout the hiring process upon request.

Ready to Lead with Precision?

If you're ready to build systems that scale, coach a team toward operational excellence, and deliver experiences that earn trust and loyalty — we’re ready to talk.

Ready to contribute at a higher standard?

Apply now to join a team where every shift matters—and your effort earns real respect.

We’re not chasing volume. We’re looking for alignment.