Associate Director, Customer Experience

Catbird NYC

Associate Director leading customer experience for Catbird, a direct-to-consumer demi-fine jewelry company. Owning service strategy, repairs, returns, clienteling, tooling, and CX operations.

Posted 8/11/2026full-timeBrooklyn • New York • 🇺🇸 United StatesSenior💰 $130,000 - $145,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in customer experience management, team leadership, and operational logistics, with a strong focus on building customer loyalty and optimizing service standards. Proficient in utilizing customer service platforms and data-driven decision-making to enhance customer satisfaction and streamline processes.

Highest-signal resume keywords

Customer Experience ManagementTeam LeadershipService Operations ManagementCX Tooling EvaluationData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ExperienceService OperationsLogistical Complexity ManagementCX KPIs TrackingWorkflow RedesignAI ImplementationAutomation ToolsReturns ManagementClientelingPerformance Management

Soft Skills

CoachingBuilding Culture of OwnershipProblem SolvingHigh-Touch Customer InteractionCollaboration

Tools & Technologies

KustomerEndearNetSuiteGorgiasLOOPShopify

Industry Keywords

RetailEcommerceLuxury GoodsCustomer LoyaltyCustomer Satisfaction

About the role

Key responsibilities & impact

Manage a team of 7–10, ensuring consistent quality, coverage, and performance across time zones
Set goals, coach for growth, and build a culture of ownership in customer interactions
Partner with HR on hiring, onboarding, and performance management
Serve as escalation point for complex, high-touch, or sensitive customer situations
Define and uphold service standards across all channels
Define and evolve Catbird’s CX strategy to build customer loyalty and repeat purchase behavior
Partner with manufacturing, warehouse, merchandising, retail, product development, and other teams to resolve fulfillment, shipping, inventory, returns, repairs, product quality, and customer satisfaction issues
Monitor domestic and international returns experiences
Deliver high-touch clienteling for VIP and high-value customers through personalized support and proactive outreach
Build customer feedback loops into product, retail, and merchandising teams
Evaluate and evolve CX tooling, workflows, and staffing models
Track CX KPIs and provide actionable insights and recommendations
Act as subject matter expert for CX and clienteling systems such as Kustomer, Endear, and NetSuite
Support evaluation and adoption of AI-powered customer service tools and automation
Own end-to-end repairs processing, including intake, manufacturing coordination, status tracking, customer communication, and reporting
Report CX KPIs to senior leadership

Requirements

What you’ll need

8+ years in customer experience
At least 2–3 years managing teams
Experience managing a service or repairs operation with real logistical complexity
Retail, ecommerce, or luxury goods background strongly preferred
Comfortable handling high-touch customer issues and redesigning workflows
Strong process orientation and ability to build structure without unnecessary bureaucracy
Experience with customer service and returns platforms such as Kustomer, Gorgias, LOOP, Shopify, or equivalent
Experience implementing AI or automation tools in a CX context
Comfortable using data for reporting and decision-making
Based in or able to commute to NYC
Onsite at Brooklyn Navy Yard 3 days/week

Benefits

Comp & perks

Base salary of $130,000–$145,000 per year
Bonus