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Director of Customer Experience

Company: Shift Technologies
Location: Colorado Springs
Posted on: June 12, 2021

Job Description:

About ShiftWe believe car buying should be fun, fair, and accessible to everyone. We've set out to transform an industry, using technology to bring transparency and convenience to the car buying process.And we aren't stopping there. We seek to bring that same openness and simplicity to car ownership too, with payments, maintenance, and insurance in one easy app. At Shift, we're building the tools that empower people to buy, own, and sell the cars that make life go. We've recently entered the public markets (Nasdaq: SFT) and are experiencing rapid growth. This is a great opportunity to join a hyper growth company changing an industry!About the roleWe are looking for an outstanding, world-beating, customer obsessed, leader, to continue to lead our mission. Our number one Principal starts with the customer and works backwards. As we transform an industry, notorious for opaque and questionable practices into the transparent and joyful experience it should be.What you'll do* Partner with Product and Operations to define and lead the strategic vision for our Customer experience.* Be the internal voice of the customer and the constant advocate for the customer.* Use data, to constantly improve the experience of our customers.* Develop solutions to enhance business performance, refine KPI's, drive change, and share progress towards goals with the rest of the leadership team.* Lead the customer portion of our Weekly Business Review (WBR)* Own our community engagement activities and our social media engagement.* Plan, growth and resource well, build budgets and deliver on them.* Build and nurture an amazing team, grow careers for them, challenge them and promote them, help them fly.What we're looking for* 5-10 years of experience, with a track record of building amazing teams that deliver outstanding, transformative customer experiences.* Empathy - a successful candidate will be able to place themselves in our customer's shoes, understand their perspective and be able to build experiences through technology and process to deliver excellence* You can think across multiple dimensions of a business (sales, product, marketing etc.) and work cross-functionally to deliver results* Data driven, really data driven.* Collaborative contributor who enjoys having fun at work, loves a challenge and wants to grow professionally.* Detail oriented and expert in both qualitative and quantitative analysis with a passion for delivering actionable insights to key stakeholders.* Exceptional people leader.* Excellent written and verbal communication skills, with great meeting time management, and people skills.* Ability to execute and lead a project from start to finish with independence, resourcefulness, and creative thinkingWho We AreAt Shift, we're all about growth - which means people who are eager to grow, who are ready to roll up their sleeves and learn new things. We were founded by a scrappy group of visionaries who were by no means "car experts" - so we don't expect you to be one, either! We'll take the open-minded go-getter over the pure subject matter expert any day. In that spirit, we also care about building a diverse and inclusive workplace and company. To put it simply, cars are meant for everyone, so we believe our company should be, too. We never discriminate against any candidate on the basis of gender, sexual orientation, gender identity, age, race, ethnicity, religion, color, national origin, marital status, veteran status or disability status. We welcome and encourage people of all backgrounds and walks of life to apply, even if you're unsure if you meet all the requirements. (Even if this particular role isn't the right fit, chances are we will have the right one soon!)Why Join Now?Having gone public in October 2020, we are at the beginning of our journey and hope you join us for the ride! Shift is a leading end-to-end auto e-commerce platform transforming the used car industry with a technology-driven, hassle-free customer experience. Shift's mission is to make buying or selling a used car fun, fair, and accessible to everyone. We provide comprehensive, digital solutions throughout the car ownership lifecycle: finding the right car, having a test drive brought to you before buying the car, a seamless digitally-driven purchase transaction including financing and vehicle protection products, an efficient, digital trade-in/sale transaction, and a vision to provide high-value support services during car ownership. Associated topics: analyst, b2c, b2e, business development, business technology, customer, franchise, franchise operator, strategic, territory sales

Keywords: Shift Technologies, Colorado Springs , Director of Customer Experience, Other , Colorado Springs, Colorado

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