Head of Customer Experience

• Drive AI Resolution: Act as the primary owner of the AI support system, reviewing weekly resolution reports to identify edge cases and transition routine queries from human agents to AI.
• Establish Business & Policy Rules: Define, refine, and maintain operational rules and limits for AI operations (refund limits per currency, replacements, delivery issues, vouchers, damaged goods).
• Maintain Knowledge Base: Ensure the AI's underlying knowledge base and decision logic remain accurate, updated, and aligned with company policies.
• Tone & Quality Assurance: Review AI conversation samples weekly to ensure output quality, empathy, and brand voice alignment.

• People Leadership: Hire, coach, and direct the human support agents who manage high-complexity escalations.
• Enforce Zero Silent-Closes: Enforce a strict standard where every customer reaching a human receives a substantive, personalized answer, ensuring every promise (refund, replacement, reprint) is tracked and fulfilled.
• Quality & Performance: Conduct regular quality reviews across agent replies to maintain high standards of service.

3. Drive Cross-Functional Root Cause Resolution

• Identify Operational Failures: Analyze complaint trends to address systemic issues at the source (e.g., sending production defects to Operations, data gaps to IT, pricing issues to Marketing).
• Executive Leadership: Sit on the leadership team with full authority to challenge production, logistics, and IT when underlying issues impact customer satisfaction.
• Reporting: Deliver monthly executive reports covering CSAT, AI automation rates, cost-to-serve, and top driver trends to the CEO and leadership board.

• Complete platform policy setup in Weeks 1 & 2 (policy rules, authorization limits, CEO target setting).
• Implement multi-country/channel CSAT baselines and improvement roadmaps in Weeks 3 & 4.
• Build and execute the Q4 Peak Plan (Black Friday & Christmas delivery cutoffs, volume forecasting, carrier delay playbooks, escalation cover).

• Customer Satisfaction (CSAT): High CSAT scores across all resolved conversations, broken down by country and channel.
• Automated Resolution Rate: Percentage of total conversations fully resolved by AI without human intervention.
• Promised Execution & Quality: Zero silent closes; 100% traceability for promised refunds, reprints, and replacements to valid order IDs.
• Speed & SLA Compliance: First Response Time (FRT) and backlog resolution velocity within agreed SLA limits.
• Cost to Serve: Optimization of support cost per order across combined AI and human infrastructure.

• Leadership Experience: 5+ years in customer support/experience leadership, with at least 2 years leading CX for an e-commerce or Direct-to-Consumer (DTC) brand.
• AI Platform Ownership: Hands-on experience managing AI agents in production (e.g., Intercom Fin, Zendesk AI, Ada, Decagon, or similar) focused on automated resolution metrics.
• Data Literacy: Proficient in reading dashboards, investigating underlying dataset metrics, and performing independent performance analysis.
• Cross-Functional Authority: Demonstrated ability to hold operations, supply chain, and IT departments accountable for quality issues.
• Communication Skills: Native/Fluent written English with the ability to define the brand voice for both automated and human support.

• Experience with personalized, made-to-order, or custom-manufactured consumer goods.
• Experience managing multi-country CX operations across Europe, the Middle East, or India.
• Fundamental working knowledge of SQL.
• Fluency in a second European language.

• Who this role IS for: A metrics-driven CX leader who takes end-to-end ownership, leverages technology to scale operations, and demands operational excellence across the entire supply chain.
• Who this role IS NOT for: Contact center managers focused on ticket volume/handle-time metrics over customer outcomes, or AI prompt specialists without general management and operational accountability.