Job Description
Job Description
About the role
Needed is seeking a strategic, empathetic, and data-driven Director of Customer Experience to lead and scale the customer journey at Needed. This person will own the full CX function - from high-touch support to insights, systems, and continuous improvement - and serve as a critical stakeholder in customer satisfaction, retention, and brand loyalty.
You will lead and grow our customer experience team, setting the vision for how we support customers with empathy, speed, and clarity.
You’ll collaborate closely with Product, Operations, Marketing, and Quality. Your goal will be to ensure every customer touchpoint is intentional, seamless, and in service of women’s health.
Responsibilities
CX Strategy & Leadership
- Architect and execute a customer experience strategy that fuses Needed’s brand values with customer needs and measurable business impact
- Drive end-to-end improvements across onboarding, support, and engagement to eliminate friction, elevate satisfaction, and maximize retention
- Serve as a strategic partner to Marketing, Product, and Operations, identifying and influencing critical customer journey touchpoints to drive loyalty, implement proactive churn-prevention strategies, and maximize LTV
- Champion an innovative Voice of the Customer program that blends direct feedback, social listening, behavioral data, and trend analysis to proactively inform and influence product, marketing, and operational decisions
Customer Insights & Cross-Functional Collaboration
- Build and refine integrated feedback systems (NPS, CSAT, reviews, social listening, customer interviews) to surface and prioritize actionable insights
- Analyze qualitative and quantitative data into clear, business-driving recommendations, identifying emerging needs, recurring friction points, and customer “wow” moments
- Partner with Product and Quality to translate recurring feedback and complaints into actionable product improvements (formulation, packaging, usability)
- Partner with Operations to close gaps in fulfillment, shipping, packaging, and unboxing, ensuring every brand touchpoint exceeds expectations
- Collaborate with Marketing to align campaigns, messaging, and content with real customer sentiment, language, and behavioral patterns
- Present regular, data-backed insights to leadership, fostering organization-wide customer-centric decision-making.
Customer Operations & Tools
- Oversee customer support across all channels (email, chat, SMS, social, phone, etc.), ensuring speed, empathy, and effectiveness
- Optimize platforms like Gorgias, using tools such as macros, tagging, and workflows to support scale, efficiency, and insights
- Integrate automation and AI strategically to streamline processes and unlock team capacity (never at the expense of human care)
- Oversee escalation and triage systems to ensure rapid resolution of high-impact or systemic issues
- Manage CX budgets and staffing models to balance operational efficiency with service excellence, identifying and implementing cost-saving opportunities without compromising quality
Team Leadership & Resourcing
- Lead and mentor high-performing CX team (in-house and/or outsourced) with clear KPIs and performance expectations
- Define resourcing and staffing plans that grow with business and meet service-level targets
- Build training, coaching, and QA systems to maintain consistency and elevate team performance
- Foster a team culture of empathy, learning, and operational excellence
Qualifications
- BS (required), advanced degree in Business, Marketing, or a related field is a plus
- 7+ years in customer experience, support, or operations, with 3+ years in a leadership role
- Proven track record improving performance metrics (CSAT, NPS, responsiveness) and delivering measurable business results
- Advanced proficiency in modern CX platforms (Gorgias, Intercom, Zendesk, etc.) with a strong grasp of automation and AI applications
- Expertise in cross-functional collaboration, influencing without authority, and aligning CX initiatives to company-wide goals
- Exceptional analytical skills, with the ability to translate data into strategy
- Inspiring, clear communicator and proven change agent
- Deep passion for improving women’s health outcomes
Other details:
- The company is headquartered in Los Angeles; this a remote role, but travel to the Los Angeles area may be required from time to time
- Full-time, salaried
- Health, vision, and dental benefits
- 401K
- Generous Needed product perks
Company DescriptionNeeded is a leading women’s nutrition brand backed by 10,000 + practitioners, including nutritionists, dietitians, naturopathic doctors, midwives, and OB-GYNs. We champion radically better nutrition for women through our system of clinically-researched nutritional supplements for fertility, pregnancy, postpartum, and beyond.
Company Description
Needed is a leading women’s nutrition brand backed by 10,000 + practitioners, including nutritionists, dietitians, naturopathic doctors, midwives, and OB-GYNs. We champion radically better nutrition for women through our system of clinically-researched nutritional supplements for fertility, pregnancy, postpartum, and beyond.