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Director Customer Experience

Job

Londontown, Inc.

Newark, NJ (In Person)

Full-Time

Posted 6 days ago (Updated 1 day ago) • Actively hiring

Expires 7/9/2026

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Job Description

Director Customer Experience at Londontown, Inc. Director Customer Experience at Londontown, Inc. in Newark, New Jersey Posted in 2 days ago.
Type:
full-time
Job Description:
Senior Manager, Customer Experience Part-Time | 2 hrs/day | We're hiring a hands-on, data-driven leader to own and scale our customer support function. This role is ideal for someone who has led in-house CS teams at a product-based company and has successfully implemented AI tools (chatbots, automation, AI-assisted support) to improve efficiency and CX. You'll bring structure, accountability, and performance rigor transforming support into a high-performing, metrics-driven operation. What You'll Do Own CS operations, KPIs, and reporting Monitor calls/tickets daily to ensure quality and closure Build SOPs and scalable workflows Coach team to improve performance and autonomy Identify gaps and drive process improvements Implement and optimize AI tools to increase efficiency and reduce volume What We're Looking For 5+ years leading in-house customer support teams Experience in a product-based / DTC company Proven track record implementing AI in CS (chatbots, automation, etc.) Strong analytical and process-building mindset Hands-on, high-accountability operator