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Director, Customer Experience

Stanley Basin Law PLLC

Seattle, WA

<div class="content-intro">&nbsp; About us: Stanley 1913 - Built for Life® since 1913.&nbsp; The&nbsp;Stanley 1913&nbsp;brand&nbsp;has fueled&nbsp;the human&nbsp;experience since the iconic Stanley&nbsp;vacuum bottle revolutionized the way people enjoyed food and beverage. Today, our colorful and thoughtfully designed products including the popular&nbsp;Quencher™&nbsp;series go beyond function, elevating everyday moments with style and empowering active lifestyles.&nbsp;We’re&nbsp;a community of creators, builders,&nbsp;and inventors who believe in creating sustainable products for a better life and world that minimizes&nbsp;our impact on the planet. Learn more at <a class="Hyperlink SCXW191978783 BCX0" href="https://nam02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.stanley1913.com%2F&amp;data=05%7C02%7CAndrea.Chagnon%40stanley1913.com%7C971b7bf9988b47e7adf508dd812add5d%7C27959d69353d41ae8de5172f501a3ce8%7C0%7C0%7C638808743332055426%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=%2BPEz8SJTr6ZVtJVRo5knTQR%2F%2BdKsCI%2FufWGRwCtZAYo%3D&amp;reserved=0" target="_blank">www.stanley1913.com</a>. </div><h4>Position Overview</h4> The Stanley 1913 brand is seeking a Director, Customer Experience to lead and evolve our end-to-end customer service and experience strategy within the commercial organization. Reporting to the SVP, Americas, this role will transform our approach to customer service from a third-party operation to an outstanding, in-house Customer Experience team. The Director will set the vision, operating model, systems, and service standards that elevate the Stanley brand across all consumer and commercial touchpoints. This leader will operate at the intersection of brand, sales, operations, and digital commerce — ensuring a seamless, premium, and data-driven customer journey while building scalable processes and high-performing teams. <h4>What You’ll Do</h4> Customer Experience Strategy &amp; Transformation <ul> <li style="font-size: 12pt;">Lead the transition from an external customer service provider to an in-house Customer Experience organization.</li> <li style="font-size: 12pt;">Design and implement a future-state operating model aligned with Stanley’s brand and commercial strategy.</li> <li style="font-size: 12pt;">Establish customer standards, SLAs, and performance metrics that reflect a premium consumer brand.</li> <li style="font-size: 12pt;">Lead change management across systems, processes, and people to ensure a seamless transition with minimal disruption.</li> </ul> <h4>Customer Service Operations</h4> <ul> <li style="font-size: 12pt;">Supervise daily customer service operations across DTC, wholesale, marketplace (e.g., Amazon), and commercial channels.</li> <li style="font-size: 12pt;">Develop scalable workflows, case management processes, and quality assurance standards.</li> <li style="font-size: 12pt;">Ensure consistent, high-quality resolution of consumer inquiries across phone, email, chat, social, and marketplace platforms.</li> <li style="font-size: 12pt;">Partner with Sales and Account teams to support retail and commercial customer needs.</li> </ul> <h4>Systems, Tools &amp; Enablement</h4> <ul> <li style="font-size: 12pt;">Lead selection, implementation, and optimization of CRM and customer service platforms.</li> <li style="font-size: 12pt;">Develop reporting dashboards to supervise contact volume, resolution time, CSAT, NPS, and other meaningful metrics.</li> <li style="font-size: 12pt;">Leverage data and customer insights to identify product, fulfillment, or process improvements.</li> <li style="font-size: 12pt;">Ensure integration across Customer Experience, Sales, Supply Chain, IT, and Digital Commerce systems.</li> </ul> <h4>Insights, Analytics &amp; Continuous Improvement</h4> <ul> <li style="font-size: 12pt;">Own CX analytics, identifying trends in customer behavior, returns, warranty claims, and product feedback.</li> <li style="font-size: 12pt;">Translate insights into actionable recommendations to improve products, packaging, policies, and the digital experience.</li> <li style="font-size: 12pt;">Partner cross-functionally to reduce friction points and enhance the end-to-end customer journey.</li> <li style="font-size: 12pt;">Establish continuous improvement processes to increase efficiency, reduce cost-to-serve, and elevate service quality.</li> </ul> <h4>Team Leadership &amp; Talent Development</h4> <ul> <li style="font-size: 12pt;">Build and scale a high-performing internal Customer Experience team.</li> <li style="font-size: 12pt;">Recruit, develop, and mentor managers and frontline team members.</li> <li style="font-size: 12pt;">Cultivate a service-led culture grounded in accountability, empathy, and brand stewardship.</li> <li style="font-size: 12pt;">Serve as a strategic partner across Commercial, Marketing, Operations, Finance, and IT to align on customer-first priorities.</li> </ul> <h4>Who You Are</h4> <ul> <li style="font-size: 12pt;">10+ years of experience in Customer Experience, Customer Service, or Commercial Operations leadership roles.</li> <li style=

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Director, Customer Experience

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