Head of Customer Experience - Poncho Outdoors : Job Details

{ id : 1WCoohdNWGL5pKl5yxmBJKc9p4IWST8r- , title : Job description_Head of Customer Experience.pdf , mimeType : application\/pdf }Job Description: Head of Customer ExperienceAbout Poncho OutdoorsPoncho is a direct-to-consumer outdoor apparel brand based in Austin, TX. Poncho launched inthe summer of 2018 with a newly-designed, better-fitting fishing shirt that's made for theoutdoors. We've grown dramatically since. Our aim is to build functional clothing that haseverything you need, and none of the stuff you don't. Poncho is also building a community ofpeople who love the outdoors. We're sharing stories from the field, and most importantly,inspiring a new generation of outdoor enthusiasts to protect the wild places we love. Thecompany is backed by venture investors and was founded by Clayton Spencer (UT BA, BBA'03, Stanford MBA '11).About the PositionWe are looking for a leader to guide our Customer Experience team into an exciting new phaseof growth. You will use data-driven insight, technology, coaching, and learning to drivesustainable excellence in our Customer Experience function. With a keen eye on both detailsand the big picture, you will help the team find rhythm, purpose, and pride in what they do. If youare passionate about the outdoors, brand loyalty, and delivering consistently exceptional serviceexperiences, this role is for you.This leader will step in and take responsibility for the day-to-day operations of the CustomerExperience team, with the opportunity to develop the vision and strategy for how we serve ourcustomers and inform broader Poncho strategy. You will grow and develop the CustomerExperience team as our business continues to scale and as complexity increases. You will alsocollaborate closely with cross-functional teams, including operations, product, and marketing totranslate customer needs and feedback into actionable strategies, processes, and tooladvancements.ResponsibilitiesAs your knowledge of Poncho expands, so will your responsibilities. Here are examples of whatyour work will look like:● Team Leadership: Provide clear structure, coaching, and support to a diverse team offive Customer Experience associates and growing. Establish processes and support thatfosters a high-performance, inclusive culture where people feel empowered and proud oftheir work.● Vision and Execution: Define and implement operating goals, quality benchmarks, andreporting frameworks that reinforces a culture of service excellence and supports the● Cross-Functional Collaboration: Serve as the key connector between CustomerExperience and other teams by working closely with operations, product, and marketingto ensure the customer's voice is embedded in company-wide strategy and execution.● Insights for Continuous Improvement: Use customer feedback, team insights, and datato celebrate wins, identify friction points, and unlock opportunities.● Technology and Tools: Champion the use of modern technologies, including automation,to enhance resolution speed and service efficiency while preserving the warmth and the“customer-first” mentality that defines our brand.● Omnichannel Service Strategy: Architect a consistent service experience that spansmultiple channels (e.g., D2C e-commerce, bulk orders, wholesale, in-store retail, etc).Ensure our tone, responsiveness, and quality standards remain cohesive across allplatforms and channels.Qualifications● 6+ years of relevant experience, including managing hybrid or distributed teams● Exceptional communication and interpersonal skills, with the ability to lead with empathy,clarity, and consistency while inspiring your team and peers● Proven success building systems and standards to improve Customer Experienceoperations● Passion for embedding customer feedback and data into the fabric of the business● Comfort and enthusiasm for working both independently and collaboratively in afast-paced environment● Proficiency with Google Suite, including Google Sheets for data analysis● Ability to work in person with our small, tight-knit team at our Austin, TX headquartersand warehouse locationsNice to Haves● Experience in a rapidly scaling DTC and/or omnichannel retail environment● Expertise with digital platforms such as Gorgias, Shopify, and ShipHero● Demonstrated passion for the outdoors, ideally with hunting and fishing experienceTiming, Location, ContactWe are looking to fill this position ASAP, but can be flexible with start dates. This role will belocated in Austin, TX. Competitive salary and benefits based on experience. Unlimited vacationand flexibility around short term remote work.If interested, please email your resume and a few sentences about yourself to:Job description_Head of Customer Experience.pdfJob description_Head of Customer Experience.pdf#J-18808-Ljbffr