Head of Customer Experience

Doc's Diesel

Head of Customer Experience leading support strategy for Doc's Diesel, an omnichannel auto parts brand. Building AI-enabled operations, training teams, and improving customer journeys.

Posted 8/12/2026full-timeRemote • Ohio • 🇺🇸 United StatesLead💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Experience strategy, with a focus on AI tools and coaching programs. Proven ability to analyze customer feedback and manage escalations while maintaining high service standards.

Highest-signal resume keywords

Customer Experience StrategyCoaching And Training ProgramsAnalytical Skills With KPIsAI-Assisted Tools ExperienceDTC Ecommerce Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Journey AnalysisService Standards DevelopmentSOP CreationEscalation ManagementReturns And Refunds Workflow

Soft Skills

Communication SkillsCustomer-First MindsetProblem-Solving

Tools & Technologies

RichpanelGorgiasZendeskIntercomShopifyAmazon Seller CentralGoogle Workspace

Industry Keywords

DTC EcommerceAutomotive PartsCustomer FeedbackKPI Reporting

About the role

Key responsibilities & impact

Own Customer Experience strategy for Doc's Diesel
Set, evaluate, pilot, and scale the department's AI strategy and tools while preserving the human touch
Build and run coaching and training programs for the customer-facing team
Set service standards and SOPs to maintain consistent quality across shifts
Analyze customer feedback and journey data to resolve root causes
Partner with marketing, product, and operations to strengthen the customer journey
Report CX trends, KPIs, and department performance to leadership
Handle high-stakes escalations by phone as the customer-facing voice
Own returns and refunds workflow, prioritizing precision and same-day resolution
Optimize support platforms such as Richpanel for efficiency and scale
Handle complex and escalated issues professionally with a customer-first mindset
Support product knowledge initiatives, including new launches and compatibility questions

Requirements

What you’ll need

4+ years in DTC ecommerce customer experience
2 to 3 years managing a team
Track record building or running coaching and training programs for a customer-facing team
Strong analytical skills with KPIs, dashboards, and reporting tools
Communication skills sufficient to present directly to leadership
Comfortable personally handling customer phone interactions and escalations
Automotive or diesel parts background is nice to have
Experience with AI-assisted tools such as Richpanel, Gorgias, Zendesk, or Intercom is nice to have
Comfortable with Shopify, Amazon Seller Central, and Google Workspace is nice to have

Benefits

Comp & perks

Health, vision, dental, and life insurance after 60 days of employment
Simple IRA with 3% company match after 60 days of employment
Vacation and sick time after 60 days of employment
No Entitlement Self-Funded Quarterly Incentive Program if goals are met, after 90 days of employment
Opportunities for professional growth and development