Director of Customer Experience

At Havenly Brands, we believe that everyone deserves a beautiful home they love. Founded and headquartered in Denver since 2014, we've grown into the #1 interior design service in the country. We believe home is a place for personal expression – a place that can inspire, comfort, delight, and work hard for you. We believe that a home should be livable, not precious; distinctive, not bland; beautiful, but attainable. That’s why we’re bringing together best-in-class home brands alongside innovative designer services to offer unprecedented access to personal, inspiring design. We’re building this generation’s premier destination for all things home. Alongside our award winning design services, we proudly own and operate some of the best home furnishings brands in the business including Havenly, Interior Define, The Inside, St. Frank, The Citizenry, and Burrow. Our family of brands is growing and we’re looking for amazing people to join us on this journey! Role Overview Havenly is seeking a Director of Customer Experience (CX) to lead support strategy, operations, and innovation across our six-brand portfolio. Reporting to the VP of Operations, this leader will own the full customer journey, overseeing both onshore and offshore teams to deliver consistently exceptional service at scale. The ideal candidate is a customer-obsessed operator who balances brand nuance with operational rigor. They thrive on improving satisfaction and loyalty while driving efficiency, scalability, and measurable business impact. Key Responsibilities Customer Experience Strategy Define and execute a holistic CX strategy across six distinct consumer brands, ensuring both consistency and brand-specific service differentiation. Champion a customer-first culture through strong leadership, coaching, and organizational alignment. Design and optimize multi-channel support strategies (email, phone, chat, SMS, social, emerging platforms) to meet customers wherever they are. Operations & Technology Own customer service platforms, helpdesk operations, and automation initiatives to improve speed, quality, and cost-per-contact. Lead the deployment of AI-powered solutions that scale service delivery while preserving human connection and empathy. Oversee CX workforce strategy, including in-house team development, offshore resource management, and vendor partnerships. Cross-Functional Leadership Partner with supply chain, product, marketing, and finance to streamline order management, enhance customer communications, and reduce avoidable contacts. Build and evolve Voice of Customer programs, leveraging CSAT, NPS, and qualitative insights to inform product, merchandising, and operational roadmaps. Influence cross-brand initiatives to balance customer delight with sustainable margins. Analytics & Performance Establish clear CX KPIs, dashboards, and reporting tools (e.g., Looker) to drive transparency and accountability. Lead CX forecasting and budgeting, aligning resources with projected contact volumes and business growth goals. Apply data-driven insights to prioritize initiatives, quantify ROI, and translate customer feedback into measurable improvements. Who You Are Experienced CX leader with a track record in customer service, operations, or experience strategy within retail, ecommerce, or multi-brand environments. Skilled in leading large, geographically distributed teams (onshore and offshore) through growth and transformation. Data-driven operator with fluency in CX systems (e.g., Kustomer), order management platforms (NetSuite, Shopify, 3PL WMS), and analytics tools. Resilient and adaptable, able to lead through complexity, ambiguity, and change while keeping teams engaged and motivated. A collaborative leader who breaks down silos and builds strong cross-functional partnerships. Positive, empathetic, approachable, and able to balance high performance standards with humor, levity, and humanity. Additional details This is a full‑time exempt remote position based in the United States. Preference will be given to candidates in the Denver, CO metro area. The targeted compensation for this position starts at $120,000 , dependent upon experience and location. Our total rewards package includes competitive compensation, generous PTO, volunteer days off, health benefits (medical, dental, vision and disability), 401(k) with match and paid parental leave. Additionally, we offer design services, furniture discounts and anniversary merchandise credits. Havenly is an Equal Opportunity Employer. Our employment decisions are made without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other legally protected status. Applicants must be currently authorized to work in the United States on a full‑time basis. As a company, our goal is to make everyone feel good at home, and that starts with our team. We celebrate our differences and encourage everyone to bring their true selves to work each day. Havenly is committed to cultivating a diverse and inclusive team and welcomes candidates of all backgrounds.