[Hiring] Director, Customer Experience @Little Spoon

Role Description

This role involves leading and evolving Little Spoon’s CX organization through its next phase of growth. The Director, Customer Experience will transform CX from a reactive support function into a strategic driver of loyalty, brand love, and long-term value.

• Own Little Spoon’s end-to-end customer experience strategy across all touchpoints, from onboarding to issue resolution and retention.
• Continue to evolve CX from reactive support into a proactive experience engine that builds trust, loyalty, and lifetime value.
• Identify moments that matter most to parents and design experiences that meaningfully reduce friction and create surprise & delight.
• Lead, mentor, and develop a high-performing CX team through scale and change.
• Build clear goals, accountability, and career paths that attract and retain exceptional CX talent.
• Partner with People to strengthen hiring, training, QA, and performance management frameworks.
• Own CX performance metrics (CSAT, response time, resolution rate, QA, cost per contact) and use data to drive continuous improvement.
• Build forecasting and staffing models that support growth while maintaining service quality and efficiency.
• Establish strong cross-functional escalation and resolution processes with Ops, Product, Food Safety & Quality, Tech, and Brand.
• Develop and own the CX technology roadmap, including thoughtful adoption of AI and automation to improve speed, consistency, and scalability.
• Clearly define where automation enhances the experience — and where a human touch is essential.
• Lead change management, training, and measurement for all new tools and process improvements.
• Create tight feedback loops that bring customer insights into product, marketing, and operational decisions.
• Serve as the internal champion for parents, ensuring empathy and customer context inform company-wide priorities.

Qualifications

• Proven experience leading and scaling customer experience or support teams in a fast-growing DTC, subscription, or consumer brand.
• Strong strategic instincts paired with a hands-on, execution-oriented mindset.
• Data fluency — comfortable using metrics, dashboards, and insights to guide decisions and prioritize investments.
• Deep curiosity about CX technology and AI, with sound judgment on when and how to deploy it.
• Exceptional communication, empathy, and leadership skills.
• Passion for building thoughtful, parent-centric experiences.

Requirements

• 8–10+ years of experience in Customer Experience, or related roles, with 4+ years of people leadership.
• Experience scaling CX operations through periods of rapid growth and complexity.
• Familiarity with CX platforms, analytics, and automation tools.
• Alignment with Little Spoon’s mission to make life easier and healthier for modern families.

Benefits

• Equity: Every Spooner shares in our success. All full-time salaried employees are granted stock options as part of their total compensation.
• Comprehensive Health Coverage: We offer medical, dental, and vision plans with a variety of options to fit your needs.
• 401(k) with Company Match: We match 100% of your contributions up to 5% of your salary — with no waiting period.
• Flexible PTO + Holidays: In addition to 11 company holidays, we offer flexible paid time off (no set cap) for full-time employees.
• Paid Parental Leave: We’re proud to support new parents with at least 12 weeks of paid leave (and up to 18 weeks for birthing parents). Available after 6 months of full-time employment.
• Learning & Development: $250 per quarter to invest in your growth — whether that’s coaching, courses, or your next great read.
• Little Spoon Perks: $200 Welcome to the Team credit, 50% off recurring code for your own account, and 20% off recurring code to share with close friends & family.