Senior Director of Customer Experience (Remote) at Drizly

| Greater Boston Area
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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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • DomoAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

334 Boylston Street, Boston, MA 02116

An Insider's view of Drizly

What’s the vibe like in the office?

Working at Drizly is unlike anywhere I have ever worked before. We are a welcoming bunch of super intelligent people that are all working towards the same goals. We have a lively and dynamic atmosphere where we encourage people to truly be themselves. We have a ton fun, but we do what we're here to do- make Drizly the option for alcohol, period.

Shawn

Account Executive

How do you collaborate with other teams in the company?

I work closely with the product and engineering teams on a daily basis to design features for the people who use our products. I often loop in other teams to get their expertise on our users and different parts of the business. Everyone is constantly striving to make improvements and I get great ideas from people on every team at Drizly.

Annalyse

Product Designer

How has your career grown since starting at the company?

I identified a need for deeper knowledge of alcohol when I joined Drizly’s Customer Experience team 2 years ago. With the support & encouragement of my team, I became our first Certified Cicerone® taking a new role in Category Management. Now I'm leveraging my unique experience to help build the best-in-class catalog for alcohol one beer at a time.

Talia

Merchandising Associate

How do you make yourself accessible to the rest of the team?

As I work on complex policies and laws in the alcohol space, I try to speak very plainly when explaining the history and concepts that matter to Drizly so people don’t feel intimidated. I also try to participate in as many company events and Slack discussions that I can to build relationships which should translate to being more accessible overall.

Jaci

Vice President, Legal, Regulatory & Industry Affairs

How has your career grown since starting at the company?

I have helped out on the frontend, been on our infrastructure team, and worked extensively with our Rails API. In all of these roles I got to learn while doing high impact work. More recently, I was given the opportunity to be a technical lead. Drizly has made me a solid generalist that can help drive a startup’s tech forward.

Will

Senior Software Engineer

What are Drizly Perks + Benefits

Drizly Benefits Overview

At Drizly we believe people are our greatest asset and we’re building an environment where our team can authentically do their best work. As the business grows, we recognize the value of investing in our people through benefits that support their day to day at Drizly to greater perks that foster their life outside of work.

Culture
Volunteer in local community
Drizly is involved with a variety of local organizations including, but not limited to, Cradles to Crayons and Pine Street Inn.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Drizly matches 50% of employee contributions up to 6% of annual salary.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Happy Hours
Happy hours are hosted once per week.
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Drizly hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within

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