Director of Customer Experience

Location: Based On-site 5 days/week in LA HQ

Who We Are:

Thrive Causemetics is Bigger Than Beauty™: We are an independent, female-owned beauty brand that creates high-performance vegan cosmetics and supports a community of giving. All of Thrive Causemetics' products are free of parabens and sulfates, in addition to being 100 percent cruelty-free. Through its Bigger Than Beauty™ program, every product purchased results in a donation to help communities thrive.

Thrive Causemetics is dedicated to fostering a collaborative and cross-functional workplace where everyone’s voice matters. We are committed to being pioneers in creating a culture of wellness. Together, we prioritize a strong work ethic while maintaining a positive, exciting environment where people are passionate about what they do.

Who We Are Looking For:

We are looking for a visionary, data-informed leader to guide our Customer Experience team into an exciting new phase of growth. You bring a rare blend of operational excellence and a leadership mindset that balances empathy with efficiency. You know how to foster high performance while deeply valuing people. You have successfully led teams through periods of evolution and scale, and you are energized by the opportunity to build strong foundations that support sustainable excellence.

You are a systems thinker and proactive innovator who understands how to introduce the right tools, workflows, and technologies to increase clarity and performance, especially in a customer-centric environment. AI, automation, and CX tech are not just buzzwords to you; they are strategic enablers for resolution speed, service consistency, and agent empowerment. With a keen eye on both the details and the big picture, you help teams find rhythm, purpose, and pride in what they do. If you are passionate about beauty, brand loyalty, and delivering consistently exceptional service experiences, this role is for you.

• Team Leadership and Development: Provide clear structure, coaching, and support to a growing team that includes customer support specialists, beauty advisors, and outsourced partners. Establish leadership pathways and skill development programs that foster a high-performance, inclusive culture where people feel empowered and proud of their work.
• Customer Experience Innovation: Champion the use of modern technologies including AI, automation, and advanced CX platforms to enhance ticket handling, resolution speed, and service efficiency while preserving the warmth and personalization that define our brand.
• Omnichannel Service Strategy: Architect a consistent, branded service experience that spans ecommerce, in-store retail and wholesale, and social commerce. Ensure our tone, responsiveness, and quality standards remain cohesive across all platforms and time zones.
• Customer Education and Product Expertise: Partner closely with CX leads to ensure our beauty advisors are equipped with deep product knowledge and brand fluency, enabling exceptional, tailored guidance and education across every channel.
• Cross-Functional Collaboration: Serve as a key connector between CX and other teams by working closely with Ecommerce, Social, Brand, Retail, and Operations to ensure the customer’s voice is embedded in company-wide strategy and execution.
• Insights and Continuous Improvement: Leverage customer feedback, team insights, and data to identify friction points and unlock opportunities. Build systems that drive improvements in NPS, engagement, loyalty, and team performance.
• Vision and Execution: Define a long-term strategy for how CX contributes to our Bigger Than Beauty™ mission. Implement operating goals, quality benchmarks, and reporting frameworks that reinforce a culture of service excellence and strategic impact.

• 10+ years of experience leading CX or customer care functions in a rapidly scaling DTC and/or omnichannel retail environment
• 5+ years of team management experience, including hybrid or distributed teams, with a history of coaching and developing diverse roles across customer support and education
• Proven success in evolving CX operations and processes, not just preserving the human element but elevating it through thoughtful systems, refined service standards, and meaningful personalization
• Passion for embedding CX into the fabric of the business, positioning the team as strategic partners and ensuring their voice shapes decisions at every level
• Experience cultivating a team culture that blends customer support excellence with brand fluency, building a group of true beauty and brand experts who are aligned, empowered, and future-focused
• Expertise in platforms such as Zendesk and complementary tools for loyalty, reviews, returns, and service automation, along with curiosity for emerging tech and AI that enhance both team and customer outcomes
• Exceptional communication and interpersonal skills, with the ability to lead with empathy, clarity, and consistency while inspiring and galvanizing teams
• A genuine love for the beauty space and a belief in the power of education, storytelling, and care to turn customers into lifelong advocates

Thrive Causemetics is an Equal Opportunity Employer. Applicants must be authorized to work for any employer in the U.S. without current or future sponsorship for an immigration-related work benefit. Thrive Causemetics does not hire H-1B, F-1 CPT, OPT, or STEM OPT candidates for this role.

The base pay range for this role is $150,000 - $175,000, with the following factors determining the base pay at offer: skills, qualifications, and experience. This range provides the opportunity to progress as you grow and develop within a role. Additionally, this role is also eligible for an annual discretionary bonus based on company and individual performance. Thrive Causemetics provides a competitive benefits package, including but not limited to: comprehensive medical, dental and vision plans, a 401(k) plan with employer matching, various paid time off programs, employee discount/perks, life insurance, disability insurance, and employee assistance programs.