The Director of Customer Experience will define and execute the member experience strategy across all channels while leading and scaling the CX team. This role involves partnering with cross-functional departments to optimize member retention, operational efficiency, and the overall quality of service.
You will own the full P&L and strategy for Dutch's ecommerce business, including prescription and non-prescription products. You will lead the reimagination of the storefront and conversion funnel while partnering with the AI team to drive personalized recommendations.
You will own the test infrastructure and quality strategy by designing frameworks and driving testability standards across the engineering team. Additionally, you will build and maintain tiered CI pipelines and automate revenue-critical flows to ensure system reliability.
Lead cross-functional initiatives to accelerate growth roadmaps by partnering with engineering, product, design, and marketing. Manage end-to-end program delivery, including planning, execution, and operational handoff using Jira.
Collaborate with engineering and product teams to ensure application quality, consistency, and performance. Responsibilities include developing test plans, performing manual and automated testing, and tracking bugs through resolution.
