About this Amazing Position:
We’re seeking a CX leader… an obsessed leader, one who delivers nothing short of legendary service. Portland Leather Goods has a fiercely loyal customer base, is a fast-growing brand, and has a reputation for quality—and we intend to keep it that way.
This is a full-time, hybrid position based in Portland, Oregon. Strong remote candidates will be considered.
The Director of Customer Experience will lead the strategy, execution, and evolution of our support operations. That really means figure out where we need to go and do everything needed to get it done fast, and always scrape, scrap, claw and grind to make our customer service other worldly.
We want to ensure every customer interaction reflects the care, quality, and speed our brand is known for. We’re looking for a proven leader—someone ready to plant a flag in the ground and build the systems, training, and tools needed to provide a world-class experience as we grow.
This role isn’t about checking boxes or managing tickets—it’s about building the most loved customer experience a brand can offer. You’ll work cross-functionally to elevate the voice of the customer, empower our frontline team with best practices and coaching, implement AI and automation where it helps, and push the boundaries of what best-in-class CX looks like in a modern, product-obsessed brand.
Key Responsibilities:
Departmental Leadership & Strategy
- Provide strategic and hands-on leadership to our two core customer service teams:
- Order Satisfaction Team: Handles fulfillment and product-related inquiries (e.g., shipping issues, product knowledge, inventory questions).
- Tech Support Team: Resolves digital experience issues (e.g., checkout troubleshooting, rewards accounts, returns portal).
- Align both teams around clear customer experience goals, performance standards, and outcome-driven KPIs.
- Build and lead a quality assurance program to ensure accuracy, consistency, and excellence in every interaction.
- Act as the department’s lead change agent—driving innovation, improving efficiency, and pushing for continuous improvement at every level.
Team Development & People Management
- Build, mentor, and inspire a team that takes pride in delivering world-class service—every time, with every customer.
- Champion a culture of growth by leading impactful training, real-time coaching, and systems that turn feedback into fuel for development.
- Create an environment of purpose, trust, and ownership—where every team member feels connected to the mission and confident in their ability to make a difference.
CRM & Technology Ownership
- Lead the charge in optimizing our CRM platform—owning everything from configuration and reporting to segmentation and agent experience—so the team can move faster and serve smarter.
- Ensure our systems are not just tools, but true enablers of great service through thoughtful training, clear documentation, and seamless internal workflows.
- Act as the strategic connector between our team and technology partners, making sure every tool we use supports our mission and scales with our ambition.
External Partnerships & Vendor Management
- Build strong, high-accountability relationships with our external partners—from BPOs to tech vendors—treating them as an extension of our team.
- Align all parties around a shared standard of excellence, driving consistency, speed, and quality across every channel.
- Collaborate proactively with partners to implement best practices, track results, and solve problems before they become pain points.
Cross-Functional Collaboration & Strategic Influence
- Be the champion of the customer and the frontline—bringing their voice into every room where decisions are made.
- Partner across departments to shape policies and processes that not only solve problems, but make the customer journey smoother, faster, and more memorable.
- Contribute to high-level strategic planning with a sharp eye on how every decision impacts the people we serve and the team that supports them.
Customer Experience Innovation
- Identify and lead the implementation of new service channels (e.g., chat or SMS support), applying change management best practices.
- Analyze customer feedback trends and escalations to inform product and service enhancements.
- Stay current on customer service trends and ecommerce tools to evolve support capabilities and ensure a best-in-class experience.
