Director, Customer Experience
Little Spoon
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Job Level
About the role
- Own Little Spoon’s end-to-end customer experience strategy across all touchpoints, from onboarding to issue resolution and retention.
- Continue to evolve CX from reactive support into a proactive experience engine that builds trust, loyalty, and lifetime value.
- Identify moments that matter most to parents and design experiences that meaningfully reduce friction and create surprise & delight.
- Lead, mentor, and develop a high-performing CX team through scale and change. Maintain and support team morale.
- Build clear goals, accountability, and career paths that attract and retain exceptional CX talent.
- Own CX performance metrics and use data to drive continuous improvement.
- Develop and own the CX technology roadmap, including thoughtful adoption of AI and automation.
Requirements
- 8–10+ years of experience in Customer Experience, or related roles, with 4+ years of people leadership.
- Experience scaling CX operations through periods of rapid growth and complexity.
- Familiarity with CX platforms, analytics, and automation tools.
- Alignment with Little Spoon’s mission to make life easier and healthier for modern families.
Benefits
- Equity
- Comprehensive Health Coverage
- 401(k) with Company Match
- Flexible PTO + Holidays
- Paid Parental Leave
- Learning & Development
- Little Spoon Perks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience strategyCX performance metricsdata-driven improvementCX technology roadmapAI adoptionautomation
Soft Skills
leadershipmentoringteam developmentgoal settingaccountabilitymorale support