Jobs at Scentbird

Own and administer the CX tech stack, drive AI/automation and self-service, design API-supported workflows, manage Tier II backend operations, oversee Drift CX, and deliver CX reporting, dashboards, SOPs, and vendor/engineering partnerships to improve containment, reduce costs, and resolve systemic issues.

Lead and develop a global Tier I and Social Support team, own CX metrics (CSAT, NPS, FRT, resolution), drive automation and platform configuration, manage workforce planning, vendor relationships, incident response, and deliver Voice of the Customer insights across Product, Marketing, and Ops.

Lead product design for web and mobile: conduct research and usability testing, wireframe and prototype, craft high-fidelity UI, manage design components library, mentor in-house designers, and collaborate with product, marketing, and engineering to deliver engaging, test-driven experiences.

Lead platform architecture and AI enablement across the company: define service boundaries, APIs, data contracts, and async messaging. Design and implement AI-augmented workflows using modern LLMs. Own production readiness and scalability, set cross-team architectural standards, and directly manage a small platform team while remaining hands-on in design and implementation.

Provide day-to-day leadership of Talent Acquisition during a director leave: manage and coach the recruiting team, own recruiting KPIs and reporting, remove hiring bottlenecks, lead full-cycle searches for critical product and design roles, build talent pipelines, and support domestic and European hiring while partnering with business leaders.

Lead the Quality Management System to ensure GMP and ISO-compliant, high-quality products across manufacturing, packaging, lab, and distribution. Oversee audits, supplier quality, CAPA, validation, lab testing, complaint resolution, continuous improvement, and digital quality transformation (RedZone, AI tools). Build quality strategy, KPIs, and lead a multi-level quality team while partnering cross-functionally to reduce defects and scale operations.