Brooklyn, NY · On-site
$17.25 - $23.25/hr
Define and uphold service standards that reflect Catbird's brand voice and values across all ... Partner cross functionally with Retail, Product Development, and Manufacturing on issues that touch ...
Quick apply
Brooklyn, NY · On-site
$17.25 - $23.25/hr
Define and uphold service standards that reflect Catbird's brand voice and values across all ... Partner cross functionally with Retail, Product Development, and Manufacturing on issues that touch ...
New York, NY · On-site
$18 - $24/hr
Define and uphold service standards that reflect Catbird's brand voice and values across all ... Partner cross functionally with Retail, Product Development, and Manufacturing on issues that touch ...
New York, NY · On-site
$18 - $24/hr
Define and uphold service standards that reflect Catbird's brand voice and values across all ... Partner cross functionally with Retail, Product Development, and Manufacturing on issues that touch ...
New York, NY · On-site
$18 - $24/hr
Define and uphold service standards that reflect Catbird's brand voice and values across all ... Partner cross functionally with Retail, Product Development, and Manufacturing on issues that touch ...
New York, NY · On-site
$18 - $24/hr
Define and uphold service standards that reflect Catbird's brand voice and values across all ... Partner cross functionally with Retail, Product Development, and Manufacturing on issues that touch ...
The key to our success is remaining true to our values: -Catbird is more than a jewelry brand. We ... Professional Development Stipend: an allotment of $200/year, plus other workshops and talks ...
The key to our success is remaining true to our values: -Catbird is more than a jewelry brand. We ... Professional Development Stipend: an allotment of $200/year, plus other workshops and talks ...
Catbird is looking for experienced Key Holders to join our retail team in NYC. Key Holders are ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Quick apply
Catbird is looking for experienced Key Holders to join our retail team in NYC. Key Holders are ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Washington, DC · On-site
$23/hr
Catbird is looking for experienced part-time Key Holders to join our retail team for our team in DC ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Washington, DC · On-site
$23/hr
Catbird is looking for experienced part-time Key Holders to join our retail team for our team in DC ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Boston, MA · On-site
$24 - $26/hr
Catbird is looking for experienced Key Holders to join our retail team in Boston. Key Holders are ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Boston, MA · On-site
$24 - $26/hr
Catbird is looking for experienced Key Holders to join our retail team in Boston. Key Holders are ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Seattle, WA · On-site
$16 - $20/hr
Catbird is looking for experienced full-time Key Holders to join our retail team for our store in ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Seattle, WA · On-site
$16 - $20/hr
Catbird is looking for experienced full-time Key Holders to join our retail team for our store in ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Catbird is looking for experienced full-time Key Holders to join our retail team for our store in ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Quick apply
Catbird is looking for experienced full-time Key Holders to join our retail team for our store in ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
New York, NY · On-site
$24/hr
Catbird is looking for experienced Key Holders to join our retail team in NYC. Key Holders are ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
New York, NY · On-site
$24/hr
Catbird is looking for experienced Key Holders to join our retail team in NYC. Key Holders are ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Boston, MA · On-site
$24 - $26/hr
Catbird is looking for experienced Key Holders to join our retail team in Boston. Key Holders are ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Boston, MA · On-site
$24 - $26/hr
Catbird is looking for experienced Key Holders to join our retail team in Boston. Key Holders are ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Washington, DC · On-site
$23/hr
Catbird is looking for experienced part-time Key Holders to join our retail team for our team in DC ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Quick apply
Washington, DC · On-site
$23/hr
Catbird is looking for experienced part-time Key Holders to join our retail team for our team in DC ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Atlanta, GA · On-site
The key to our success is remaining true to our values: -Catbird is more than a jewelry brand. We ... Professional Development Stipend: an allotment of $200/year, plus other workshops and talks ...
Atlanta, GA · On-site
The key to our success is remaining true to our values: -Catbird is more than a jewelry brand. We ... Professional Development Stipend: an allotment of $200/year, plus other workshops and talks ...
Seattle, WA · On-site
$16 - $20/hr
Catbird is looking for experienced full-time Key Holders to join our retail team for our store in ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Seattle, WA · On-site
$16 - $20/hr
Catbird is looking for experienced full-time Key Holders to join our retail team for our store in ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
New York, NY · On-site
$24/hr
Catbird is looking for experienced Key Holders to join our retail team in NYC. Key Holders are ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
New York, NY · On-site
$24/hr
Catbird is looking for experienced Key Holders to join our retail team in NYC. Key Holders are ... Professional development stipend: $200/year, plus access to workshops and talks throughout the year
Atlanta, GA · On-site
The key to our success is remaining true to our values: -Catbird is more than a jewelry brand. We ... Professional Development Stipend: an allotment of $200/year, plus other workshops and talks ...
Quick apply
Atlanta, GA · On-site
The key to our success is remaining true to our values: -Catbird is more than a jewelry brand. We ... Professional Development Stipend: an allotment of $200/year, plus other workshops and talks ...
New York, NY · Hybrid
$120K - $145K/yr
Catbird, an iconic fine jewelry DTC brand, is seeking an experienced Senior E-Commerce Manager to ... Lead end-to-end digital roadmap planning, including strategy development, budget management ...
New York, NY · Hybrid
$120K - $145K/yr
Catbird, an iconic fine jewelry DTC brand, is seeking an experienced Senior E-Commerce Manager to ... Lead end-to-end digital roadmap planning, including strategy development, budget management ...
New York, NY · On-site
$120K - $145K/yr
Catbird, an iconic fine jewelry DTC brand, is seeking an experienced Senior E-Commerce Manager to ... development, budget management, prioritization, execution, and ongoing maintenance. • Help ...
New York, NY · On-site
$120K - $145K/yr
Catbird, an iconic fine jewelry DTC brand, is seeking an experienced Senior E-Commerce Manager to ... development, budget management, prioritization, execution, and ongoing maintenance. • Help ...
Catbird, an iconic fine jewelry DTC brand, is seeking an experienced Senior E-Commerce Manager to ... Lead end-to-end digital roadmap planning, including strategy development, budget management ...
Quick apply
Catbird, an iconic fine jewelry DTC brand, is seeking an experienced Senior E-Commerce Manager to ... Lead end-to-end digital roadmap planning, including strategy development, budget management ...
$17.25 - $23.25/hr
Full-time
Posted 22 days ago
Catbird, a DTC demi-fine jewelry company, is looking for an Associate Director of Customer Experience to own the full CX function, from high touch customer engagement to the operational backbone of our repairs and returns process. This person will be a hands-on leader who can sit with a customer on a delicate issue in the morning and dig into a process bottleneck in the afternoon. They bring deep subject matter expertise in customer service and work autonomously to build and continuously improve how Catbird serves customers at scale.
Key ResponsibilitiesTeam Leadership
Manage a team of 7-10, ensuring consistent quality, coverage, and performance across time zones
Set clear goals, coach for growth, and build a culture of ownership in customer interactions
Partner with HR on hiring, onboarding, and performance management for the team
Customer Experience
Serve as an escalation point for complex, high touch, or sensitive customer situations
Define and uphold service standards that reflect Catbird's brand voice and values across all channels
Define and evolve Catbird's CX strategy, setting the long term direction for how service quality builds customer loyalty and repeat purchase behavior
Partner closely with manufacturing, warehouse and merchandising partners to resolve fulfillment issues, shipping delays, inventory discrepancies, and order exceptions
Monitor the returns experience for domestic and international orders and troubleshoot issues as they arise
Deliver high touch clienteling for VIP and high value customers, building lasting relationships through personalized support and proactive outreach
Build feedback loops from customer interactions into product, retail, and merchandising teams
This role works closely with our retail store teams to bridge the in-store and online customer experience, serving as a key partner for escalations, issue resolution, and ensuring consistency across channels
Operational Strategy
Bring subject matter expertise to evaluate and evolve CX tooling, workflows, and staffing models as the business grows
Track CX KPIs and provide actionable insights and recommendations to improve performance
Act as subject matter expert for CX and clienteling systems (e.g. Kustomer, Endear, NetSuite), maintaining fluency in new features and capabilities
Support the evaluation and adoption of AI powered customer service tools and automation opportunities to improve productivity and customer satisfaction
Own end to end repairs processing, including intake, manufacturing coordination, status tracking, customer communication and reporting
Partner cross functionally with Retail, Product Development, and Manufacturing on issues that touch repairs, product quality, or customer satisfaction
Report on CX KPIs to senior leadership
8+ years in customer experience, with at least 2 to 3 years managing teams
Experience managing a service or repairs operation with real logistical complexity, retail, ecommerce, or luxury goods background strongly preferred
Comfortable being both the calm, high touch voice with a customer and the person redesigning a workflow
Strong process orientation, able to build structure without adding unnecessary bureaucracy
Experience with customer service and returns platforms (e.g. Kustomer, Gorgias, LOOP, Shopify or equivalent)
Experience implementing AI or automation tools in a CX context
Comfortable with data for reporting and decision making
Based in or able to commute to NYC, onsite at Brooklyn Navy Yard 3 days/week
Sourced by ZipRecruiter
Retail
1 - 10 Employees
New York, NY, US
2004