Director of Customer Experience

The posting, as Nordic Naturals wrote it

Location - Remote or On-Site

Salary - 136K - 158K

About Nordic Naturals

At Nordic Naturals, we take pride in crafting foundational nutrients to help people all over the world live healthy lives. Our mission is to give people, pets, and families the highest-quality nutrients possible to be well and support optimal health. This seemingly simple mission of global health relies on a dedicated team of motivated employees who share our passion for nutrition and wellness. Join us and discover how rewarding it can be to make a living while contributing to a truly great cause.

Position Summary

The Director of Customer Experience is a key operational leadership role responsible for the execution, delivery, and continuous improvement of customer service across our D2C, B2B, and B2C environments. This role leads day-to-day service operations, ensuring effective processes, systems, and team performance to achieve defined service standards and customer experience objectives. The Director of Customer Experience drives operational excellence by identifying and implementing improvements in service delivery, processes, and performance. This role is responsible for leading, coaching, and developing the Customer Service team, who manage customer interactions across multiple channels, including front and back office support, order entry and processing, telephone, email, online platforms, live chat, social media, and written correspondence. The position maintains strong accountability for operational performance, service quality, and team effectiveness.

Essential Functions & Core Responsibilities

• Establish and oversee Customer Service strategy execution by defining service standards, performance metrics, and KPIs across all customer channels (phone, email, social media, live chat, etc.), driving continuous improvement in service delivery and customer experience.
• Maintain complete oversight of the SAP order journey, from initial placement through fulfillment, delivery, and post-sales support, ensuring every stage meets established customer SLAs.
• Advocate for the customer experience across the organization by leveraging deep consumer insights to drive systemic improvements and align departmental goals with the needs of the customer.
• Develop, implement, and maintain standard operating procedures and documentation to ensure consistent, efficient, and scalable Customer Service operations.
• Cultivate a high performance culture by designing leadership frameworks and career trajectories that empower talent at all levels, ensuring the organization’s management depth grows alongside business expansion.
• Manage and optimize Customer Service operations, including workforce planning, resource allocation, and capacity management, to meet service level agreements and business objectives.
• Drive fiscal excellence through the strategic application of technology and process improvements. By leveraging AI and automation to handle growth, the department maint

[…]
nvest in your team's growth through regular feedback, personalized guidance, and skill-building opportunities. You foster a supportive environment for learning, empower team members in their development, and build strong, mentoring relationships. Your commitment enhances skills, confidence, and team cohesion, contributing to a culture of continuous learning.

Benefits

Eligible employees may be offered a comprehensive benefits package, which may include medical, dental, vision, retirement benefits, paid time off, paid holidays, and other company-sponsored programs. Eligibility and offerings are subject to applicable plan documents and employment status.

Physical Demands – Manufacturing

This position operates on an active plant floor, requiring candidates to remain stationary or move throughout the facility for shifts up to 8–10 hours. Essential duties involve positioning self to operate tools, using fine motor dexterity to adjust components, and lifting or transferring materials weighing 10-50 pounds depending on the position. Work is performed in a manufacturing environment requiring strict compliance with mandatory safety protocols and Personal Protective Equipment (PPE).

California Applicants

The compensation range above applies to work performed in California and represents the employer’s good-faith estimate of the expected salary or hourly wage range for the position.

Equal Employment Opportunity

We are an equal opportunity employer committed to providing a workplace free from discrimination and harassment. We consider qualified applicants without regard to legally protected characteristics under applicable federal, state, or local law.

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.