Director, Customer Experience

About This Role

This role will lead and evolve Little Spoon’s CX organization, transforming it from reactive support into a strategic driver of loyalty and brand value. The Director will scale efficiently across DTC and retail, balancing empathy with operational rigor.

Responsibilities

• Own Little Spoon’s end-to-end customer experience strategy across all touchpoints
• 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 reduce friction and create delight
• Lead, mentor, and develop a high-performing CX team through scale and change
• Own CX performance metrics (CSAT, response time, resolution rate, QA, cost per contact) and use data to drive continuous improvement
• Develop and own the CX technology roadmap, including thoughtful adoption of AI and automation
• Create tight feedback loops that bring customer insights into product, marketing, and operational decisions
• Serve as the internal champion for parents, ensuring empathy and customer context inform company-wide priorities

Requirements

• Proven experience leading and scaling customer experience or support teams in a fast-growing DTC, subscription, or consumer brand
• Strong strategic instincts paired with a hands-on, execution-oriented mindset
• Data fluency using metrics, dashboards, and insights to guide decisions
• Deep curiosity about CX technology and AI, with sound judgment on deployment
• Exceptional communication, empathy, and leadership skills
• Passion for building thoughtful, parent-centric experiences
• 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

Qualifications

• 8-10+ years of experience in Customer Experience, or related roles, with 4+ years of people leadership

Skills

* Required skills

Benefits