Fractional Director of Customer Experience

About Lovepop

Lovepop is on a mission to create one billion magical moments.  We combine art x engineering to create the most magical paper art cards & gifts.  Featured on Shark Tank in 2015, Lovepop has become one of the top 10 Shark Tank investments in lifetime revenue.  Lovepop consistently ranks in the top Google results for cards online, enjoys 18% national brand awareness, and has helped its customers create over 50 million magical moments.  Our vision is to be the #1 online card destination for cards and we are building the team of A+ talent that will take us there.

About The Role

The Fractional Director/VP of Customer Experience drives customer-centric innovation at Lovepop by designing and executing a strategic roadmap that transforms customer service into a brand-defining experience. This role aligns cross-functional teams around a shared CX vision, embeds scalable processes, leverages automation, and empowers team leaders to deliver magical moments efficiently, sustainably, and at scale.

Accountabilites

• Communication, Engagement & Customer Intelligence Standardize brand voice and messaging across all customer-facing service channels. Establish structured Voice of Customer (VoC) programs to inform business strategy and influence product, ops, and creative. Build and manage systems that proactively communicate with customers and convert insights into continuous improvement.
• Strategic CX Leadership Define and align the long-term customer experience vision with overall company goals. Build and execute a CX roadmap that connects Happiness operations with brand, fulfillment, product, and tech. Develop structured engagement programs that turn issues into advocacy opportunities.
• Operational & Financial Impact Drive customer retention, lifetime value (LTV), and revenue opportunities through improved service experiences. Implement scalable tools and workflows (e.g., chat, CRM, self-service) that enhance service delivery and reduce operational costs. Reduce ticket volume and cost per contact by addressing root causes and increasing self-service resolution.
• Culture & Team Development Coach and mentor the Manager of Customer Happiness and team leads to drive performance and succession readiness. Define staffing models and development plans to support growth and flexibility. Foster a culture of customer obsession and continuous improvement across departments.

Qualifications

• Proven track record in a VP/Director-level CX or Customer Service role within a high-volume, DTC or eCommerce environment.
• Demonstrated ability to implement and scale customer service technologies and automation
• Strong cross-functional leadership experience, with clear success influencing marketing, product, and operations.
• Experience using customer data and analytics to drive strategic decisions.
• Track record of developing talent and shifting organizational culture.

Lovepop Values

Engineering: Curiosity to discover how the world works

Hunger: Desire to take on more than is expected

Magic: Delivering unexpected experiences

Connection: Building relationships with each other