Who we are

Drizly is the world’s largest alcohol marketplace and the best way to shop beer, wine and spirits. Our customers trust us to be part of their lives – their celebrations, parties, dinners and quiet nights at home. We are there when it matters - committed to life’s moments and the people who create them. We partner with the best retail stores in over 1650 cities across North America to serve up the best buying experience. Drizly offers a huge selection and competitive pricing with a side of personalized content. That is what we do. Who we are is a different story.

We are more than just another tech company. There is an intellectual curiosity that occurs at Drizly. We have a desire to question, to understand, to figure it out. Bottom line, we solve it. We value not just the truth but the process to get to the truth, to deliberate, decide and then act. Most importantly, we care. We care about our customer. We care about our company. We care about our team. There will be long days and incredible challenges.

We are blazing a trail in an industry that hasn’t changed in nearly a century, and that doesn’t scare us (well, not all the time) -and even when it does, it doesn’t stop us, it energizes us.

Do you see yourself here? Read on.

Who you are

You are passionate about customers in a marketplace (2, 3, 4 sided) and are eager to share your experience with us on how you’ve been able to build towards their goals. You understand that marketplaces have multiple constituents with different needs and can work towards solutions that make all parties satisfied. You have experience overseeing projects from start to finish and building out streamlined operations with little oversight. You love empowering your team to solve problems and are not afraid to go out of your way to ensure a good experience.

You are a skilled communicator and team builder & leader with 6+ years of experience managing complex teams of 40+ people. You can talk about your experience implementing and overseeing the management of BPOs,  as well as other CS/CX products. 

You fully understand that with this role comes a need to be comfortable with some ambiguity as the teams grow and change. You find excitement in being able to pivot while keeping your business insight in front of you. It excites you to jump into a growth stage company to develop a support staff that can handle tremendous growth.

Ultimately, you know that this role is not plug & play. You have creative insight into working cohesively with various teams and departments. 

What the role is

This Sr. Director will lead our Customer Experience (CX) department. You’ll weave customer data and insights throughout the broader company. You will be an integral voice to help drive more product and strategy decisions, as well as drive our CX strategy and philosophy. This leader will help lead the charge to build and support the team, improve efficiencies, and lower costs. Success in this role means that you can manage through complexity and ambiguity: within your own team, partners & service providers, and within the Uber organization too. In addition to having the external customer focus, you will also drive more internal customer obsession and understanding at Drizly.

In this role you will:

• Be the CX team leader with a player/coach mentality
• Build, retain and mentor a strong leadership team
• Reduce contact rate by 50%
• Drive product change based on CX data and customer insights
• Reduce CX cost and improve efficiencies via tools and processes
• Become the “white glove” delivery team across UE & Drizly. Leverage and incorporate Uber best practices and products. Drive industry leading programs for safety and responsibility 

The Other Stuff

• Competitive Salary
• One-on-one professional coaching with an external expert
• Health, Dental and Vision Insurance
• Flexible vacation policy
• 401(K) Plan with Employer Match
• Added perks

You do you.

Drizly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

For Colorado-based roles: The salary/hourly rate range for this role is $133,800 per year - $157,400 per year. You will be eligible to participate in Drizly's bonus program, and may be offered an equity award, commissions, & other types of comp. You will also be eligible for various benefits. More details about our company benefits can be found at the following link: https://drizly.com/careers.

BEFORE YOU APPLY...

We ask that you please remove all identifying information from your resume before you upload it on the next page in an effort to help us remove unconscious bias from our resume review process. Drizly is committed to cultivating an inclusive environment where a diverse group of people can and want to do their best work, and that starts with our hiring practices. Additionally, you must reside in the United States to be considered for this position.

Identifying information includes your name, photos, LinkedIn URL, email address and more.