[Hiring] Digital Experience Lead @Who Gives A Crap

Role Description

As our Digital Experience Lead, you’ll own how our Customer Experience team’s technology actually works. You’ll hold the roadmap for a stack of CX tools — think Zendesk, Zapier, Sprout and a handful of others — and make the call on what stays, what goes, and what gets replaced. You’ll lead the build-out of automations and AI-powered workflows that take the busywork off our CX team’s plate, partner closely with IT and Digital Product to land new tools properly, and lead and grow one direct report along the way. We’re moving into a new phase of scaling up our internal processes to match our growth, and this role is central to making that happen — think less “maintain what exists” and more “figure out how we do this better.”

If you worked here this past month here are some things you might have been involved in:

• Reviewed our CX tech stack and made the case for consolidating two overlapping tools into one.
• Worked with the Analytics & Insights team to redesign our Zendesk issue-type taxonomy.
• Sketched out a 12-month roadmap of automation and AI experiments with Digital Product.
• Pushed back on a vendor renewal that didn’t stack up on cost, and proposed an alternative.
• Coached your direct report through a cross-functional roadblock with IT.

Qualifications

• You lead without needing to be told how.
• You’ve led a team before and you’re used to making the call yourself, not waiting to be pushed into it.
• You speak fluent tech, without needing to write the code.
• You understand technology well enough to pull apart a tool, weigh it against alternatives, and make a confident call on what we should actually be using.
• You use AI as a toolkit, not a talking point.
• You’re comfortable and confident using AI tools day to day.
• You give a crap — you want your work to make the world a better place.

Benefits

• Competitive, market-informed salaries.
• Meaningful support towards healthcare for our team around the world.
• Generous paid leave.
• Tailored learning and development opportunities.
• Free toilet paper.