OUR TEAM

The Head of Customer Experience is responsible for building and leading a team that drives a positive  pet parent service experience.  He or she is obsessed with driving trust with pet parents by delivering personal, timely and credible reactive and proactive information through the pet parent journey. You will be the primary champion of the pet parent service journey and will work closely with our product, tech, marketing, supply chain and ecommerce teams to build services and processes our pet parents need and want across a variety of the world's most beloved pet brands.

HOW YOU’LL HELP EVERYONE PET PARENT LIKE A PRO

• You are strategic in your understanding of the role and have the vision and ambition to optimize performance of Kinship customer success team, focusing on two business units (Wisdom Panel - Pet DNA services, Whistle - Pet health & GPS device services), overseeing both an internal team of experts and our third-party support partner.
• You are a passionate highly committed leader who can deliver on the strategic objectives and have a track record of transforming and influencing across various functional business units, being on a proactive communicator/initiator and driver.
• You have experience of leading teams through organization growth/change/uncertainty/acquisition. You have the strategic communication skills to interact and guide the executive leadership group, cross functional leaders and team.
• You will set the vision for how we meet the support needs of our rapidly growing Pet Parent base, lead a transformation of the functional role from a service center to customer centric value creation power house, and contribute to enabling subscription growth.
• You will own the plan to deliver the vision, influence and develop the metrics and KPI and be accountable for delivering metrics through data informed decision making and process design.
• You will foster a Pet Parent centric approach by championing an effective org design, leveraging a unique expertise in the team (veterinarian group) and creating a learning environment for associates at all levels. 
• Influence cross-functional efforts to put pet parents' optimal experience first by being a fierce advocate for the voice of the Pet Parent and collaborate with Sales, Engineering, Marketing, and Product teams. 
• Ensure all Pet Parents receive timely, top-tier support, developing processes to minimize negative reviews and maximize positive ones.  
• Ensure the organization is set up to deliver agreed upon KPI targets related to pet parent satisfaction, efficiency, and reduction in support needs, providing visibility across the organization into support activities and trends. 
• Build, develop, onboard, and retain a best-in-class pet parent success team with a focus on performance improvement. 
• Develop and implement a data-based pet parent support strategy supported by appropriate processes, culture and tools.  
• Maintain and upgrade the best tech supporting tools to meet pet parents needs.

THE PRO WE’RE LOOKING FOR

As Kinship people, we have three pillars that set out how we aim to be--in our everyday work, and in how we approach each other. We call these our Cultural Pillars. In all of the roles that we hire for, we look for people who are Optimistic, Purposefully Inquisitive, and Open to All. And for this role, you’ll need these skills to knock it out of the dog park:

LEADERSHIP COMPETENCIES:

• You Have Courage: a willingness to bring forth a new idea, engaging others across Kinship to support you, and taking risks and action will full accountability
• You Learn at Pace: a consistent and fast work ethic to meet growth goals, and the ability to evolve and pivot quickly from what you’ve learned
• You Value Difference: a genuine belief in inclusion and diversity is in your DNA, and it shows up in your work, and how you work. 

TECHNICAL SKILLS:

• 5 years of CRM experience with Kustomer, Zendesk or Salesforce
• 5 years of Telephony experience with Amazon Connect or similar
• 10 years of WiFi & GPS functionality experience
• 10 years of Smartphone applications experience
• 5+ years of subscription management experience