Head of Global Customer Experience

| Pasadena
Job Summary: 
iHerb is looking for a Customer focused leader to drive innovative improvements to deliver a delightful Customer Experience at iHerb. The Head of Global Customer Experience is a leader that combines a Six Sigma methodology and First Principles thinking to systematically identify key components of Customer Experience to responsively fix defects, improve Customer pain points, and proactively lead in technology driven reimagining of innovative Customer Service Experience.
Technology will be a core foundation and driver of innovation in Customer Service Experience, this leader will work closely with Product and Technology teams to drive the adoption of technology and automation in Customer Service Experience.
This leader will closely partner with our global Customer Service Operations organization to continuously evaluate and responsively improve the framework of tools, platforms, and policies across Customer Service and Customer Service Experience.
This leader will also partner closely with our NOC, Technology, Operations, Global Logistics, and Web Content organizations to close the loop and champion the proactive improvements to each component of the overall Customer Experience.
Job Expectations:
  • Customer Focus: A role model capable of leading by example in obsessing over our Customers and relentlessly creating a delightful Customer Experience to earn their trust.
  • Bias for Action: Leader with a strong bias for action, capable of taking calculated risks to move the cross-functional organization with a sense of urgency.
  • Culture of Customer Data: Lead in the ownership and use of VoC and actionable Customer data to drive decision and priority on behalf of our Customers; including CSAT, NPS, CS email/chat, Social Media, App Reviews, and Customer Feedback forms.
  • CSX Innovation: Lead in technology driven innovative improvements to Customer Service Experience (CSX) and Customer Service automation to drive operational efficiencies.
  • CX Issues & Andon: Lead the team of CXM and the closed-loop framework of identification and resolution of key Customer pain points throughout the iHerb Customer Experience.
  • Champion End-To-End CX: Lead responsive improvements to Customer Service downstream as well as proactive improvements to Customer Experience upstream.
  • Cross-functional CX Stakeholder: Key stakeholder and champion of the end-to-end Customer Experience improvements - closing the loop upstream in the core Customer Shopping Experience (Site/App Content, Checkout, order Fulfillment and Delivery)
Knowledge, Skills, and Abilities:
  • Strong leadership skills and proven capability to develop and hire a high performing team.
  • Excellent problem solving skills, principled approach to understand problems and opportunities, and data-driven approach to decisions.
  • Expertise in Lean Six Sigma, Andon, 5-whys, and First Principles approach to problems.
  • Experience with real-time monitoring & alerting systems
  • Experience managing CS chat automation and Chatbot technology deployments
  • Zendesk, Tableau, Asana
  • Fluency in Google Docs and/or Microsoft Office Suite. 
 
Education and Experience Requirements: 
  • 10+ years in Customer Experience, CXM, management consulting, technology or related field
  • Bachelor’s Degree in Marketing or related field preferred, or a combination of education and equivalent work experience.
Please Note: At this time we are not offering any employer-sponsored work authorization. ​ 
 
Our Story, Our Vision 
Since 1996, iHerb has continued its mission, built on providing a wide selection of health and wellness products to individuals around the globe at a reasonable cost. iHerb remains vigilant in its pursuit to ensure it maintains an expansive selection of over 30,000 online products to its customers. We are continuously innovating and expanding, committed to bringing the best in healthy products around the world. Our vision is to be the dominant health and wellness brand globally and to provide the best value for natural products. 
 
Come Join Our Team! 
iHerb is a fast paced, fast growing company looking for a candidate that is up for the task! If you are looking to really make a position for yourself in a work hard, play hard atmosphere, make sure to submit your resume!
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Location

Pasadena is known for it's charm and sophistication with the best night life, restaurants and bars this side of L.A! - Technology roles in Irvine, CA

An Insider's view of iHerb LLC.

What's something quirky about your company?

“Everyone is really different, nice and cool to be around. People are comfortable to be themselves, which is not common.”

Christopher

Junior Software Developer I

What's the biggest problem your team is solving?

“Most of the challenges stem from the extreme growth of the company in addition to keeping up with the technological advances in the market. We migrate and change quickly to adapt, which is the fun part because we are continuously learning.”

Alina

Senior Software Developer I

How does the company support your career growth?

"Everyone here is so brilliant. The teams are open and receptive to questions and work with you by providing constructive feedback, in addition to the camaraderie that supports consistent learning and development."

Kristine

Junior Software Developer I

How do you empower your team to be more creative?

"More so than empowering individuals, you have to hire the right people, trust them and let them do what they are good at.”

Alireza

Director of Software Development & Platform

What's the biggest problem your team is solving?

"The problem my team is currently solving is how to integrate robots into the warehouse. iHerb recently brought on a new team of engineers to design the robots and my team will be interfacing with them. This will involve a range of sub-problems from path finding for robot navigation to dynamic location management."

Ian

Software Developer II

What are iHerb LLC. Perks + Benefits

iHerb LLC. Benefits Overview

Perks include snack and beverage stations, on-site gym's, video arcade rooms, sand volleyball court, team happy hour and networking events and etc...iHerb is dedicated to providing comprehensive medical, dental and vision plans by contributing 75% or more of the monthly costs associated, regardless of one's level of coverage.

Culture
Volunteer in local community
iHerb is committed to helping great causes here at home and around the world. We partners with organizations like the Boys and Girls Club, Susan G Komen, Ronald McDonald House, Exceed, etc...
Partners with Nonprofits
Worldwide, we’ve donated over $5 million. iHerb facilitates two schools in Cambodia in addition to supporting the Cambodian Children's Fund and New Hope Cambodia in support of children's education.
Friends outside of work
Eat lunch together
Intracompany committees
iHerb's iFit and iFocus teams are dedicated to organizing company events in addition to creating wellness programs and initiatives. The overall health and wellness of our team members is priority!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
iHerb Team Members can contribute up to $2700 annually to their FSA.
Disability Insurance
iHerb provides both short and long term disability coverage for it's Team Members.
Dental Benefits
iHerb provides both a DHMO and PPO thru Cigna Dental
Vision Benefits
Health Insurance Benefits
iHerb contributes 75% or more to the monthly costs associated with health plans ranging from Blue Shield's HMO, HMO+, PPO and HDHP.
Life Insurance
iHerb provides all full-time Team Members with a 100% company-paid $50,000.00 life/AD&D policy. In addition, Team Members have the option to elect additional life/AD&D coverage plans.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
iHerb contributes a 100% match up to 4% of the Team Member's election. This is a "Safe Harbor" plan, absent from a vesting period , therefore the money that iHerb contributes is yours from day one.
Company Equity
iHerb provides a generous Profit Sharing and Phantom Unit Plan that provides equity to employees based on a minimal vesting period.
Performance Bonus
iHerb's annual discretionary bonus program is generous to say to say the least! Bonus plans are aligned with the individual and overall success of the company and Team Member.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Acme Co. employees receive between 15 and 20 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted On occasion .
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250 with a maximum total match of $5250.
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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