Responsibilities

• Lead operational execution, store readiness, and execution enablement for the enterprise customer experience program, including the customer service model, Voice of the Customer (VoC), and related customer experience initiatives.
• Serve as the primary operational owner for the Medallia platform, vendor relationship, and Voice of the Customer program, driving platform governance, business adoption, reporting enhancements, and continuous program evolution.
• Own cross-functional partnerships supporting the customer experience roadmap, ensuring alignment between customer experience strategy, enterprise priorities, customer insights, and operational execution.
• Translate customer experience strategies and complex cross-functional initiatives into clear, practical, and executable store processes while maintaining alignment with enterprise objectives.
• Support alignment between Operations and Strategy through the commercial calendar for customer experience activities, ensuring stores receive coordinated, timely, and actionable direction.
• Develop and implement customer experience initiatives that improve customer satisfaction, strengthen loyalty, increase conversion and attachment, and drive long-term sales growth.
• Collect, analyze, and interpret customer feedback, satisfaction trends, associate insights, operational metrics, and business performance to identify opportunities, uncover root causes, and recommend data-driven improvements that enhance customer, associate, and business outcomes.
• Own customer experience reporting, executive insights, program measurement, and field outlier follow-up, using customer and operational data to identify trends, recommend actions, and continuously improving program performance.
• Partner with Field Leadership and Store Operations to gather feedback, validate execution requirements, communicate program updates, and ensure customer experience initiatives are designed in the best interest of stores, associates, customers, and the brand.
• Develop and maintain operational playbooks, communications, training resources, tools, and documentation that support consistent execution, store readiness, and continuous learning.

Requirements

• Experience managing cross-functional initiatives and vendor relationships is required.
• Experience with Medallia or a similar customer experience platform required.
• 10-15% travel to stores, field meetings, vendor meetings, and company events may be required based on business needs.
• Equivalent combination of education and experience is required.

Preferred

• Bachelor's degree from a four-year college or university in business administration, customer experience, marketing, retail management, operations, or a related field is preferred.
• 3+ years of experience in customer experience, retail operations, customer insights, Voice of the Customer, loyalty, project management, or a related field is preferred.
• Equivalent combination of education and experience is required.
• Power BI, SharePoint, Smartsheet, or similar platforms is preferred.

Benefits

• Pet-friendly environment , bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions , enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
• “ Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services , Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more