Director of Customer Experience
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AI Summary
Lead and scale the Customer Experience organization across DTC, Amazon, and retail channels. Design the CX structure, implement AI automation, and synthesize Voice of Customer insights to drive product and operational improvements.
Director of Customer Experience
Department: Operations
Employment Type: Full Time
Location: Remote - US
Description
About Rho Nutrition
Rho Nutrition was founded to bring integrity and innovation to supplement manufacturing by prioritizing medically studied, high-quality formulations. Our products feature clinically proven ingredients using next-generation bio-delivery technologies to enhance cellular-level absorption and drive measurable health benefits. Founded with the vision to deliver unparalleled cellular absorption, we focus on transparency, effectiveness, and empowering individuals to understand and optimize their supplementation. Rho is committed to advancing the science behind wellness and helping customers invest in their health with efficacy-driven solutions. Operating across Shopify DTC, Amazon, and national retail, Rho serves hundreds of thousands of customers and is scaling rapidly while maintaining our strict standards.
Role Overview
We're building a CX organization that doesn't just answer tickets — it drives retention, shapes the product, and becomes a genuine competitive advantage across every channel we sell through. To get there, we need a builder. As Director of Customer Experience, you'll lead a growing team spanning CX Support, Quality, Voice of Customer, and Social & Reputation, and you'll be the architect of how we scale all of it across DTC & Subscription, Amazon, National & Regional Retail, and international channels.
Key Responsibilities
- Design and scale the CX org structure across Automation & Ops, Voice of Customer, QA, and Social
- Build and manage a Knowledge Management system that keeps agents accurate, fast, and consistent
- Own Voice of Customer — synthesizing reviews, CSAT, NPS, and social signals into product and ops insights
- Lead Reputation & Review Management across Amazon, Trustpilot, Google, and social platforms
- Drive AI and automation adoption — from deflection and triage to agent assist and proactive outreach
- Hire, develop, and mentor your CX leads and the broader team
- Establish QA standards and feedback loops that raise the performance bar continuously
- Partner cross-functionally with OPS, Marketing, and Product to close the loop on customer issues
Qualifications and Experience
Required Qualifications and Experience
- 6+ years in CX leadership, with at least 2 years managing managers or senior leads
- Proven track record building CX orgs from the ground up or during high-growth scale
- Deep familiarity with CX tooling — Zendesk, Gorgias, or equivalent — plus analytics and reporting
- Experience applying AI/automation to CX: chatbots, agent assist, workflow automation
- Strong data orientation — you build dashboards, track the right metrics, and use them to drive decisions
- Experience managing BPO relationships or hybrid in-house/outsourced team structures
- Excellent cross-functional communicator — you translate customer insights into language that moves product and ops teams
- Experience across several of the following areas: CX Operations, QA, Knowledge Management, Voice of Customer, Social CX, AI & Automation, Post-Purchase Experience, Reputation & Reviews
Additional Preferred Qualifications
- Background in Health & Wellness, CPG, or subscription commerce
- Multi-channel retail CX experience spanning DTC, Amazon, national/regional retail, and international
- Familiarity with cross-border e-commerce and post-purchase platforms
- Experience building or overhauling a reviews and reputation management program
- Voice of Customer programs that feed directly into product roadmap decisions
What Does Success Look Like in This Role
- CX org is structured, stable, and proactive — not reactive
- Knowledge base is live and actively maintained, reducing handle time and agent variance
- VoC insights are flowing regularly to product, ops, and leadership
- Review scores are trending up across Amazon, DTC, and retail channels
- Automation is reducing first-contact volume without sacrificing CSAT
- QA program is running consistently with clear feedback loops to agents and leads
Why Join Rho Nutrition
At Rho Nutrition, you’ll be part of a team that is passionate about helping people live healthier, stronger lives through evidence-based nutrition. We believe great work happens when talented people are empowered to innovate, collaborate, and grow. Joining Rho means contributing to a mission-driven company that values integrity, curiosity, and continuous improvement—while giving you the opportunity to make a real impact on the health and performance of the communities we serve. If you’re motivated by purpose and excited to work alongside people who care deeply about results and relationships, Rho Nutrition is a place where your work truly matters.
Compensation:
Estimated salary range: $125K–$135K, depending on experience.
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