- Company Name
- Roots
- Job Title
- Director, Omnichannel Operations & Customer Experience *18-Month Contract*
- Job Description
-
**Job Title:** Director, Omnichannel Operations & Customer Experience
**Role Summary**
Lead omnichannel operations and customer experience strategy, ensuring seamless integration across ecommerce, fulfillment, and customer service while optimizing user experience and operational performance.
**Expectations**
Deliver data-driven strategies to enhance omnichannel operations, drive cross-functional project execution, and leverage technology to maximize customer satisfaction and business outcomes.
**Key Responsibilities**
- Oversee end-to-end website operations (UX, order management, fulfillment, customer service).
- Develop and execute business cases for omnichannel investments, prioritizing ROI and optimization.
- Manage cross-functional initiatives from planning to delivery, ensuring alignment with strategic goals.
- Optimize user journeys via A/B testing, personalization, and UX improvements to increase conversion.
- Partner with operations, technology, and finance teams to enhance fulfillment efficiency and cost-effectiveness.
- Lead customer service team to improve CSAT/NPS via multi-channel support and tool implementation.
- Collaborate with technology partners to build infrastructure, manage vendor relationships, and align with ecommerce platforms.
- Maintain technology roadmaps, define requirements, and conduct UAT for key systems.
- Analyze operational data (e.g., cost per package, fulfillment performance) to inform decision-making.
**Required Skills**
- **Strategic Leadership**: 8+ years in retail, CPG, or similar environments with experience managing UX, customer service, and fulfillment teams.
- **Analytical Expertise**: Proficiency in analyzing large datasets, ROI modeling, and performance metrics (e.g., KPI tracking, A/B testing).
- **Technical Proficiency**: Experience with ecommerce platforms (Shopify Plus, Magento, Salesforce Commerce Cloud), CRM tools (Zendesk), analytics tools (Looker), and OMS/WMS systems.
- **Project & People Management**: Demonstrated leadership in cross-functional collaboration, stakeholder communication, and team execution.
- **Tech Innovation**: Knowledge of emerging technologies (e.g., machine learning) and their application to optimize customer experience.
**Required Education & Certifications**
- Bachelor’s degree in Business, Technology, or related field.
- Proven track record in omnichannel operations or equivalent experience.
- Certifications in project management (e.g., PMP) or ecommerce platforms beneficial.