About this opportunity
Rainier Recruiting lists this Director of Customer Experience opportunity in los angeles, California. Review the employer’s description below for duties, qualifications and application requirements.
Job description
This range is provided by Rainier Recruiting. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
$120,000.00/yr - $160,000.00/yr
Direct message the job poster from Rainier Recruiting
Compensation: $120K–$160K base + bonus + equity
Why This Role Matters
This is a rare opportunity to step into a customer experience leadership role at a fast-scaling consumer marketplace that has grown more than 10x in recent years and is now entering its next phase of expansion.
The core business remains highly successful, but the platform is broadening into new high-value categories and international markets. Customers routinely transact at meaningful dollar values, which makes trust, service quality, and operational rigor absolutely critical.
The company has reached a point where senior leadership needs a dedicated owner for the entire customer experience function. You’ll be given real autonomy, direct access to founders, and a mandate to rebuild and scale one of the most important customer-facing teams in the organization.
While the company now has the stability and resources of a ~100-person organization, the role still offers true zero-to-one ownership, fast iteration, and visible impact. Strong performers regularly take on expanded scope within months.
The Opportunity
We’re a fast-growing consumer marketplace that has scaled more than 10x in recent years and is now entering a major expansion phase — new categories, higher-value transactions, and international growth.
Customer experience has become mission-critical. This role owns the entire CX function with real autonomy and direct access to company leadership. You’ll step in at a pivotal moment to level up service quality, automation, trust, and operational rigor for customers transacting meaningful amounts of money.
You’ll join a company with real scale (~100 people) but still plenty of zero-to-one ownership, fast iteration, and visible impact.
The Role
We’re hiring a Director of Customer Experience to lead support operations, trust & safety, fraud prevention, and CX systems through an AI-first approach.
You’ll inherit an existing team (onshore and offshore) and solid foundations, with a mandate to modernize workflows, expand automation, reduce cost, prevent fraud, and turn customer feedback into real product improvements.
This is a hands‑on, operator role — not a traditional support leader position.
What You’ll Do
Lead and scale a distributed CX team with clear SLAs and accountability
Design AI-powered workflows where automation is the default
Own complex escalations, service recovery and high‑risk cases
Partner with Product, Engineering, and QA to turn CX insights into product fixes
Monitor fraud, payment risk, and marketplace integrity
Own CX metrics including CSAT, response times, automation coverage, and efficiency
What We’re Looking For
3–8 years in CX, CX ops, or trust & safety in high‑growth environments
Experience with AI‑driven or automated CX systems
Proven success managing offshore or distributed teams
Experience supporting high‑ticket, high‑volume transactions
Builder mindset; comfortable in fast‑moving, ambiguous environments
#J-18808-Ljbffr
Worksite address
los angeles, CA, 90079, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.