Senior Director of Customer Experience Strategy
: Job Details :

Job Title: Senior Director of Customer Experience Strategy

Location: Onsite in Arcadia, WI - Relocation Assistance Available

Salary Range: $165k - $190k/Annually

Are you ready to transform the way we serve our customers?

We're searching for a tech-savvy and strategic leader to join us as the Senior Director of Customer Experience. This role is all about driving innovation, streamlining processes, and enhancing customer satisfaction. You'll take the lead in redesigning order management systems, recreating standard operating procedures, and working cross-functionally with teams to optimize the entire supply chain.

Why You'll Love This Role

Innovation: Spearhead redesign efforts that enhance efficiency and close supply chain gaps.

Collaboration: Partner with key departments to understand operations and identify improvement opportunities.

Impact: Drive meaningful change that strengthens customer relationships and operational excellence.

Growth: Lead a talented team and contribute to a company committed to continuous improvement.

What You'll Do

Redesign and Implement Systems: Overhaul order management systems to improve efficiency and accuracy.

Recreate SOPs: Develop clear, actionable standard operating procedures to enhance operations.

Collaborate Cross-Functionally: Work with departments across the supply chain to identify gaps and implement solutions.

Lead Teams: Inspire and mentor teams to achieve exceptional results while fostering a positive culture.

Drive Strategic Improvements: Monitor performance metrics, streamline workflows, and innovate new processes.

What We're Looking For

A visionary leader with 7+ years of management experience in customer service or operations.

Deep expertise in order management systems, SOP development, and cross-functional collaboration.

A problem-solver with a strong understanding of supply chain dynamics and process improvement.

Exceptional communication and relationship-building skills to unite teams around shared goals.

Proficiency in tools like Microsoft Office, AS400, and CRM systems, with a passion for leveraging technology.

Who We Are

At Ashley, we're more than a business…we're family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders. We're problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good. We create solutions, not excuses. And never settle for the status quo. It's the reason we're always searching for better ways to deliver an exceptional customer experience. That's why Ashley Furniture is #1 in our industry.

Ready to grow? You've come to the right place. Ashley Furniture has a “Growth Mindset”, and once you join our team, you'll learn from the best in the business.

Apply today and find your home at Ashley!

Benefits We Offer

Health, Dental, Vision, and Employee Assistance Program

Paid Vacation, Holidays, and Your Birthday off

Generous Employee Discount on home furnishings

Professional Development Opportunities

Ashley Wellness Centers (location specific) and Medical Tourism

Telehealth

401(k) and Profit Sharing

Life Insurance

Our Core Values

Honesty & Integrity

• Without hesitation, uses candor and is direct in communication
• Is tough-minded in working in and meeting the demands of reality
• Always tells the truth and follows through on commitments

Passion, Drive, Discipline

• Enjoys working hard and pursues work with energy, drive and willpower to finish
• Is disciplined in developing consistency into work processes
• Is focused and relentless in achieving goals

Continuous Improvement/Operational Excellence

• Fights to take costs and waste out of the system
• Seeks to understand why something works the way it does, and through study and improvement determines how to better all processes and systems
• Strives for more in all areas of work by developing measurements, setting goals and then working on ways to exceed goals through problem solving methods that look beyond the obvious

Dirty Fingernail

• ​Does not rely on reports to run the business, but rather goes to the work that is being done and sees if the work is being done right for him/herself
• Has an insatiable curiosity and takes a Go and See approach to understand the current state of the business and the competitive realities
• Takes a hands-on approach to tackle problems and demonstrates critical thinking through use of effective questioning…asking the 5 Whys

Growth Focused

• Understands the customer's needs and wants, then challenges current ways of doing business that inhibits growth and organizes work to meet those needs
• Is competitive by studying the competition and is aggressive in looking for ways to beat them
• Strives to be the BEST by improving quality of processes, reducing costs, doing more business, being profitable, and growing the business​

We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.