Director of Customer Service and AI Transformation

Overview

We are seeking a visionary and results-oriented Director to lead our Customer Service department and its AI transformation. This is a unique hybrid role for a leader who is both a passionate advocate for world-class customer support and a strategic architect of AI-driven efficiency. This role is suitable if you are a "systems thinker" who can build scalable, data-driven frameworks and mentor an elite team of problem solvers, transforming our CX function from a reactive support center into a proactive, predictive intelligence engine for the entire business.

Compensation & Location: Our budget for this role is up to $160K/annum USD base + bonus and benefits including 401k, medical, dental, and vision insurance. This position is based onsite in Los Angeles, California, and we welcome exceptional candidates from across the United States - offering a $10,000 relocation allowance to support your transition.

The opportunity is for you if:

• You are a Builder, not just a Manager. You have a demonstrated history of creating scalable systems, processes, and playbooks from the ground up. You are energized by turning chaos into productive outcomes.
• You are a Data-Driven Operator. You are fluent in data and analytics. You form your strategies based on rigorous analysis and can build a compelling, data-driven business case for any major initiative.
• You are an AI-First Strategist. You see AI and automation not just as cost-saving tools, but as the core of a modern customer experience. You are deeply familiar with the CX technology landscape and have hands-on experience implementing these solutions.
• You are a Leader with Extreme Ownership. You are a direct, candid communicator who takes full accountability for your department's outcomes. You see failures as opportunities for systemic improvement, not blame.

Responsibilities:

• Architect the AI Roadmap: Design and execute a multi-year strategy to automate >80% of customer interactions through advanced chat, email, and voice solutions. This will empower your human team to focus exclusively on high-value, complex escalations and proactive sales consultations.
• Systemize Service Excellence: Lead, coach, and develop an elite team of CS professionals by creating a culture of continuous improvement, deep product knowledge, and extreme ownership. You will achieve this by building the operational backbone of the department, including:
• Documenting all workflows and creating a comprehensive playbook for customer service.
• Designing and implementing a robust quality assurance program.
• Developing a data-driven performance management system with clear KPIs for both human and AI agents.
• Transform CS into a Business Intelligence Hub: Leverage AI and analytics to systematically identify and deliver actionable insights on product flaws, customer behavior, and market trends to our Product, Marketing, and Operations teams.
• Own the Technology Stack & P&L: Evaluate, select, and manage all CX technology vendors to ensure optimal performance and ROI. Manage the departmental budget to drive efficiency and profitable growth.

Requirements:

Experience:

• 10+ years of progressive experience in customer experience, support, or a related operations function.
• 5+ years of direct people management experience in a high-growth e-commerce environment is non-negotiable. Experience managing other managers is strongly preferred.
• A proven, demonstrable track record of scaling a CS team through a significant technology transformation (e.g., implementing an AI platform from scratch).

Core Skills:

• AI & Automation Mastery: Deep, hands-on experience implementing and scaling AI-powered CX platforms (e.g., advanced chatbots, voice agents).
• Systems Architecture: Mastery in designing and documenting scalable operational processes.
• Data Fluency & Financial Acumen: Expert-level proficiency in data analysis, KPI management, and the ability to build and present a data-driven business case to the CEO and the board.

Beneficial Skills:

• High proficiency with the Shopify ecosystem.
• Deep expertise with enterprise-grade CX platforms
• Formal certification in project management (PMP) or process improvement (Six Sigma).