Director of Customer Strategy and Experience

Position: Director, Customer Strategy & Experience

Department: Customer Experience

Location(s): HQ – Utopia Office (in-person)

Lectric eBikes LLC is a rapidly growing company in the electric bicycle industry, committed to delivering high-quality, affordable, and innovative ebikes. We are dedicated to sustainability, customer satisfaction, and expanding the accessibility of electric transportation.

Lectric eBikes is at the forefront of the electric bike revolution, combining cutting-edge technology with a commitment to exceptional customer experiences. Our mission is to provide high-quality, affordable eBikes and support that exceeds our customers' expectations. We’re seeking a dedicated Director of Customer Strategy & Experience to lead our dynamic customer service center, ensuring top-notch service across all touchpoints.

The Director of Customer Strategy & Experience will oversee the strategy and operations of our customer service center, driving performance and maintaining high standards of customer satisfaction. This role requires a detail-oriented and highly organized leader who excels in data-driven decision-making, analysis, and has a proven track record of managing and coaching both internal and external teams to outcomes. The ideal candidate will have extensive experience in customer service center management, a strong background in data analytics, and a performance-driven mindset, with a specific focus on the hard goods sector and direct-to-consumer (DTC) experience.

Essential Functions for this Role:

• Team Leadership & Effectiveness: Oversee the daily operations of customer service center, ensuring supervisors are equipped to schedule and manage teams effectively. Continuously monitor and refine workflows to improve operational efficiency and meet or exceed performance benchmarks and service standards.
• Data-Driven Decision Making: Leverage data analytics to monitor, evaluate, and optimize customer service processes. Use insights to proactively identify areas for improvement and drive continuous enhancements to customer service operations.
• Quality & Performance Monitoring: Track and assess key performance indicators (KPIs) to ensure optimal service quality. Implement proactive strategies to address performance gaps, improve service standards, and ensure consistent, high-quality customer interactions.
• Cross-Functional Collaboration: Collaborate with departments such as quality assurance, warranty, and troubleshooting to address customer issues related to eBikes. Facilitate seamless integration of customer feedback into product and service improvements, ensuring that customer insights inform operational decisions.
• Strategic Planning & Execution: Develop and implement customer service strategies aligned with organizational goals. Proactively drive initiatives to improve the customer experience, enhance satisfaction, and identify opportunities for innovation in service delivery. Educate and inform leadership teams, including CEO, on trends, potential opportunities, and areas for improvement, ensuring alignment across the organization and driving informed decision-making.
• Problem Solving & Process Improvement: Apply critical thinking and a proactive approach to address complex customer issues and operational challenges. Identify root causes, implement solutions, and streamline processes to resolve issues efficiently and prevent future occurrences.

Ideal Qualifications & Skills Include:

• Bachelor's degree required.
• 5 years of customer service and/or customer service center management.
• Experience in management consulting, data analytics, or similar roles strongly preferred.
• Experience in the electric bike industry or similar hard goods sector.
• Proficiency with customer service software and analytics tools.
• Experience managing teams to outcomes.
• Proven track record of managing and prioritizing complex partnerships, projects, operations, and delivering vision-driven results in a high-stakes environment.
• Exceptional analytical, strategic thinking, and problem-solving skills and able to pull clear and actionable insights out of complex data.
• Strong interpersonal and communication skills, capable of building relationships at all levels of the organization.
• Demonstrated ability to work closely with partners and executive-level leadership with a high level of discretion and professionalism.
• Flexibility and resilience with the ability to navigate ambiguity and adapt to changing priorities.
• Proficiency in Spanish is a bonus.

Physical Demands:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. The team member frequently communicates with internal team members, investors and vendors. Must be able to remain in a stationary position 50% of the time. Constantly operates a computer and other office productivity machinery such as a copy machine and printer. Occasionally moves items up to 50 lbs. for various projects.

Compensation:

● Base salary (depending on experience)

● Potential for additional metrics based performance pay

Benefits:

● Accrual of PTO per PTO policy

● Company paid holidays

● Health benefits: medical dental (Blue Cross Blue Shield of AZ), vision (Unum)

● Company paid Life Insurance and Short-Term Disability (Unum) for employee only

● Voluntary Life Insurance available for dependents

● 401k participation (eligibility per plan summary) with company match

● Parental Leave

● Other company perks such as Bike to Work stipend, team lunches, etc…

EEO Statement

Lectric eBikes is an equal opportunity employer. Lectric eBikes expressly prohibits any form of unlawful employment discrimination, unlawful employment harassment, and unlawful employment retaliation. Lectric eBikes is committed to a policy of providing equal employment opportunities (“EEO”) to all employees and applicants for employment without regard to race, color, ethnicity, national origin, age, sex, gender identity, sexual orientation, religion, disability, pregnancy status, veteran status, genetic information, or any other characteristic protected by law. The terms of this EEO policy apply to all areas of employment, including but not limited to, hiring, placement, promotion, discipline, termination, transfer, leaves of absence, compensation, benefits, training, layoff, and rehire. Lectric eBikes will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. To request reasonable accommodation, contact the Human Resources department at hr@lectricebikes.com.

Any employees with questions or concerns about discrimination, harassment, or retaliation should immediately discuss the questions or concerns with HR or a member of the Executive Team. Lectric eBikes does not retaliate against employees who report in good faith unlawful

discrimination, harassment, or retaliation.

This job description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their manager/supervisor. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.