Director – Customer Experience

The Harry's working model is in-office Tuesday, Wednesday, and Thursday. Our beautiful 70,000 square foot SoHo office is decked out with bagels on Wednesdays and lunch on Tuesdays & Thursdays, and fully stocked kitchens with snacks, coffee, and drinks everyday.  Can’t forget the free products and the opportunity to have some meetings without Zoom!

About the Team

The Global DTC (Direct to Consumer) Team @ Harry’s & Flamingo owns customer experience for the most mature business in the entire Harry’s ecosystem, paving the way for the direct-to-consumer experience for over ten years. Our mission is to represent the voice of the customer and build seamless direct-to-consumer experiences that delight and make everyday life easier. We are a highly collaborative team that partners cross-functionally to maximize the customer experience on harrys.com, to deliver customer and channel insights back to Harry’s organization, and to discover opportunities that set up future success for the eCommerce channel and Harry’s as a company. We are nimble, driven by an ownership mentality, and deeply committed to understanding and solving real customer needs. Our team continuously strives to improve, learn, and raise the bar for what great digital commerce can be.

About the Role

We’re looking for a Director of Customer Experience (CX) to lead our customer service function across both Harry’s and Flamingo. This role is pivotal in shaping what best-in-class experiences look like, from strategy through execution. You’ll be responsible for setting the vision, building scalable systems and processes, leading an exceptional team, and delivering experiences that delight our customers—every time. 

This is the right opportunity for someone who brings together operational rigor, analytical depth, and strategic foresight. You’re a builder and a leader. You know how to inspire and align teams around a north star vision and also thrive in the mechanics of creating high-performing systems and feedback loops. You’re comfortable with technology and leveraging it to evaluate the Voice of the Customer. You balance empathy for the customer with a clear eye for efficiency and business impact.

What you will accomplish

• Own the end-to-end customer service experience across Harry’s and Flamingo, ensuring every customer touchpoint feels thoughtful, personal, and exceptional.
• Set a bold, clear vision for what a world-class CX function looks like—and lead the team toward it.
• Build and manage a high-performing CX organization, including internal leads and external partners, ensuring high engagement, accountability, and growth.
• Design and implement scalable systems and processes to improve response times, resolution rates, and overall customer satisfaction.
• Leverage data to identify root causes, anticipate customer needs, and continuously improve our service experience
• Synthesize all of our customer interactions, combine with the understanding of our brand and business, to generate insights that leads to improvements in the overall customer brand experience 
• Partner cross-functionally with product, engineering, fulfillment, and marketing teams to surface feedback and drive initiatives that improve the customer journey.
• Establish KPIs and reporting mechanisms that give the company a clear picture of performance, challenges, insights, and opportunities in the customer experience landscape.
• Innovate on tools and technology, from CRM platforms to AI integrations, to ensure the team can support customers with excellence and efficiency.

This should describe you:

• 8+ years of experience in customer experience, customer service operations, or a related field—ideally at a direct-to-consumer brand or fast-scaling company. 
• Proven experience leading, managing, developing and scaling CX teams, including managing third-party support vendors and complex operational systems.
• Strong analytical chops—comfortable with dashboards, funnel metrics, A/B testing, and root cause analysis.
• Ability to digest, synthesize, and share with stakeholders strategic plans
• Comfort and familiarity working, testing, and integrating new technologies 
• A strategic thinker who can zoom out to define vision and priorities, but is also happy to roll up their sleeves to fix a broken workflow or build a better report.
• Deep empathy for customers, paired with an understanding of business goals and trade-offs.
• Excellent communication and collaboration skills—you can align executives around your strategy and coach a frontline agent with equal skill.
• Experience with tools like Gorgias, Shopify, Recharge, or similar platforms—and an eye for where tech can elevate the human experience.

Here is who you will work with:

• Reporting to the VP, Head of Global Digital for Harry’s and Flamingo
• An amazing global CX/CS organization
• A part of the broader Global Harry's and Flamingo Digital team

Benefits and perks

• Medical, dental, and vision coverage
• 401k match
• Equity in Mammoth Brands 
• Flexible time off and working hours
• Wellness and L&D stipends
• 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years 
• 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood
• Fun IRL and virtual events including happy hours, team building events, and parties on our rooftop
• Free products from all of our brands

We can’t quantify all of the intangible things we think you’ll love about working at Mammoth Brands, like the exciting challenges we tackle, the smart and humble team you’ll get to work with, and our supportive and inclusive culture. That said, our salary ranges are based on paying competitively for our size and industry, and are one part of our total rewards package, which also includes a comprehensive set of benefits and our equity program. The base salary hiring range for this position is $138,400-$190,300, but the final compensation offer will ultimately be based on the candidate’s location, skill level and experience.