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Director, Customer Experience

| Greater NYC Area

As the Head of the North American Customer Experience team for the Harry’s brand, you’ll manage and lead one of the largest teams at Harry’s, ensuring that our customers have a great interaction and overall experience. You’ll establish operational strategy and goals, ensure we have clear and exciting development plans for our team, deliver established service expectations at a planned cost, and ensure that our customers’ trust and safety is secured. Just as importantly, you’ll manage and develop a team of high-performing associates, supervisors, and managers who are based in either our New York headquarters, or remotely throughout the Tri-State area.

About the Team

The Customer Experience Team serves as a direct bridge between the Harry's brand and the people who use our products. We strive to create effortless experiences for everyone who reaches out to our team, and we serve as an advocate for our customers in an effort to drive changes to the overall Harry’s experience. We bring the voice of the Harry's brand to our customers, and the voice of our customers to the broader Harry's team.

What You’ll Accomplish:
People management and leadership

  • Lead and manage a dynamic team of 30-40 people, growing in line with our direct business
  • Ensure that we establish an engaging, coaching-first environment
  • Partner with the people team to set development plans for your direct reports (and create process for the rest of the team), doing so thoughtfully and humanistically
  • Ensure the CX management team leads in accordance with the Harry’s Leadership Philosophy
  • Continuously evaluate org structure to ensure the organization is working in the most efficient way possible to support our customers and our business
  • Contribute to a fun, friendly work environment that’s aligned with Harry's values

Operational excellence

  • Assume accountability for the North American CX team, for the Harry’s brand
  • Balance needs across quality, service delivery and the trust and safety of our customers
  • Drive improvements to our workflows and processes in order to meet compelling SLAs and KPIs while driving costs down, all while delivering an exceptional customer experience
  • Direct and/or participate in planning activities related to the preparation of strategic plans, yearly goals, operating plans, budgets & forecasts, and associated hiring and staffing plans
  • Partner with IT and other brands to establish roadmaps for key technology tools and systems
  • Develop clear metrics and visibility into results against key priorities to ensure we have a solid understanding of individual customer and overall ROI.
  • Align with leadership to stay ahead of business growth to ensure we are positioned for success.

Reporting

  • Track, analyze, report and improve upon performance data including cost, quality and service delivery metrics
  • Offer structured analysis of customer contact data, and drive the use of that information to make improvements to the operation.
  • Utilize contact analysis to make recommendations to further drive customer loyalty to the brand and improve the Harry's customer experience

This Is Probably You:

  • You have great experience managing and developing managers -- you know how to motivate and get the best work out of everyone who works for you
  • You take and give feedback incredibly well (directly and with empathy for the person); and are excited about developing, managing, and leading a multi-faceted team
  • Lifelong learner who gets excited about building new processes and improving outdated ones -- you want to make everything better. You are up-to-date on job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations, etc.
  • You understand that the experience is everything, and find ways to work smarter so that our customers don’t have to
  • Everything that comes your way is met with a “roll up your sleeves” attitude. You partner effectively with others in order to provide solutions in all areas of our department and business, and you’re able to multi-task and manage multiple projects at once. You deliver on-time, every time.
  • You have excellent problem solving and analytical skills -- you’re able to perform data analysis using complex data sets.
  • You have strong written and verbal presentation and communication skills -- you understand how to create a story and craft messaging based on your audience and the problem at hand.

About Harry's

Harry’s Inc. started in 2013 with simple, fairly priced products that delivered an amazing experience to guys every day. Since then, Harry’s expanded to the UK, developed relationships with retailers such as Target and Walmart, expanded our grooming brand into a personal care powerhouse, and launched a women’s brand called Flamingo.

The key to our success? Our amazing people. From chemists, mechanical engineers, CX associates, to creative directors, sourcing managers, and logistics specialists, Harry’s team is comprised of some of the most brilliant, diverse, and humble people you’ll ever meet.

Our brands answer unmet consumer needs, but our company is a place of inclusion and innovation that attracts some of the brightest minds across industries, geographies, and backgrounds. Whether we have a team of 3 or 300, our core values and our startup mentality remain; we value continuous improvement and learning, teamwork and collaboration, creative problem solving, and open and direct dialogue and feedback. Come for the coffee and free products, stay for the amazing, passionate culture.

Harry’s is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • BrazeEmail

Location

West SoHo is cool without being pretentious, convenient and accessible, and nowhere near Times Square!

An Insider's view of Harry's

What are some social events your company does?

Inspired by the Winter Olympics, we're currently holding our own Harry's Olympics. It's completely ridiculous and incredibly fun! We also have happy hours, breakfasts, lunch and learns, and team offsites. I love joining smaller groups that connect me with people I don't work with everyday.

Maia

Senior Associate, Creative Projects

What kinds of technical challenges do you and your team face?

As Harry's expands beyond razors, we are focused on building a platform that can support multiple brands, which is transforming our technical infrastructure. We're also collaborating with our data analytics team to better understand our customers, both present and future, and serve personalized and curated experiences to them.

Natalie

Software Engineer

How do you make yourself accessible to the rest of the team?

Besides working in an open office (where I’m quite literally always accessible), each week my co-founder & I speak at our all-hands meeting, allowing us to openly share what’s on our minds. We host Q&As, Fireside Chats, Lunch N’ Learns, & I co-sponsor our Women’s Employee Resource Group, where I work with folks at all levels within the company.

Andy

CEO

What are Harry's Perks + Benefits

Harry's Benefits Overview

At Harry's we're committed to providing our team with a benefits package that enhances the well-being of our employees and their family, both now and in the future. Everyone has different needs, but we are happy to have benefits such as medical, dental, vision, FSA, as well as a 401K, access to Eden Health, and a quarterly wellness reimbursement. That's not to mention our bountiful snacks and catered lunch and breakfast once a week.

Culture
Volunteer in local community
We participate in local events such as charitable races and local school events!
Partners with Nonprofits
Some of our partners include: Headstrong, which provides mental health care for military veterans and their families; Stop Soldier Suicide; CALM, and City Year.
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Our management team is a representation of our staff! We have a VP and C-Suite that is comprised of 50% women, and have hired from underrepresented communities throughout the leadership group.
Unconscious bias training
We partner with Paradigm to deliver yearly unconscious bias training, and supplement with the People team's own efforts.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSAs are designed to stretch your dollars farther. These accounts trim off as much as 30% from your health care or dependent care costs because the money you put into an FSA comes out pre-tax.
Disability Insurance
Harry's automatically provides a certain level of coverage for you, plus you have the option to purchase additional insurance for yourself and your dependents.
Dental Benefits
We have two plans, one Standard and one Enhanced, with both plans covering preventative care at no cost.
Vision Benefits
Our vision plan has Warby Parker as an in network provider!
Health Insurance Benefits
We have three health plans based on your needs with varying deductibles, and no-to-moderate premium costs.
Life Insurance
Wellness Programs
We offer a variety of benefits - access to Eden Health, a Wellness Reimbursement Program, and a new fitness reimbursement program through our new medical provider.
Retirement & Stock Options Benefits
401(K) Matching
Harry's provides our 401K through Betterment. We match 2% of contributions up to 4% of an employee's annual salary.
Company Equity
Every employee is offered a standard welcome grant of equity based on their level, with vesting over a 4 year period. Additionally, we have annual continuation grant bonus programs!
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 16 weeks of paid leave for all new parents, which applies to birth, adoption, and all paths to parenthood.
Vacation & Time Off Benefits
Generous PTO
"My Time" - a flexible time-off policy that includes vacation, sick, and personal time.
Paid Volunteer Time
You have the opportunity to volunteer up to five full days per year. We also set aside 1% of sales to go back to charitable organizations and causes.
Sabbatical
A four-week, fully paid sabbatical after five years at Harry's. Unplug, unwind, and come back refreshed and ready to tackle the next big challenge.
Paid Holidays
10 company-paid holidays per year.
Perks & Discounts
Casual Dress
Our casual dress code includes jeans, our comfy Harry's hoodies, and no judgement every day of the week. Dress up, dress down, feel comfortable.
Commuter Benefits
We offer pre-tax commuter benefits through WageWorks.
Company Outings
Harry's has an annual company-wide offsite, holiday party, and other celebrations based on our big milestones!
Stocked Kitchen
Other snacks and drinks are provided, not to mention cold brew on tap.
Some Meals Provided
We provide catered breakfast every Wednesday before our company-wide Team Meeting, and catered lunch every Thursday.
Happy Hours
Join the #happyhours slack channel to plan the next casual outing!
Fitness Subsidies
We give $150 a quarter towards health and wellness.
Professional Development Benefits
Lunch and learns
Our CEO's Jeff and Andy host quarterly AMAs during lunch! In addition, other teams will share out what they're working on as various share-outs, beer & learns, and lunch & learns.
Cross functional training encouraged
Promote from within
Continuing Education stipend
We have an incredible L&D program that allows you to use a yearly stipend for continuing education or other L&D-related expenses.

Additional Perks + Benefits

The best thing about Harry's is we're constantly improving based on employee feedback. Our employee engagement survey, plus consistent feedback loops with our employees means that every year we are getting better and better. In 2019 we implemented a 401k match, more transparent People processes, an L&D stipend, and much more!

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