Associate Director, Customer Experience

True Classic is hiring a Associate Director, Customer Experience to own the entire customer experience across every channel we sell on — Shopify (DTC), TikTok Shop, Amazon, wholesale, and retail. This role is accountable for how every customer feels after they meet us: the resolution of every question, the speed of every reply, the consistency of every interaction, and the loyalty we earn on the other side of it. You'll set the vision for what world-class customer happiness looks like at True Classic — and then go build and run it. The mandate is anchored in the post-purchase experience, but it doesn't stop there. We want this leader to look up the funnel — pre-purchase questions, sizing and fit help, the moments that turn a browser into a buyer — and make the experience feel like one brand no matter where a customer finds us. Same voice, same standards, same care, whether someone buys on TikTok Shop at midnight or walks into a retail store on a Saturday. This is an AI-native role by design. We're building the customer happiness function of the future — a blend of in-house-built automation and best-in-class external tooling that lets us resolve faster, personalize deeper, and care at a scale that wasn't possible a few years ago. You should be the kind of operator who reaches for technology to solve a customer pain point before you reach for headcount — and who knows exactly when to let a human take over. How we run it isn't negotiable. Customer Happiness operates on three dimensions in strict priority order — Quality first, Speed second, Cost third — and every metric ladders into one of the three. We never trade down the order. The service bar is Ritz-Carlton, Nordstrom-level: anticipate problems and resolve them before they become a thing, and when a customer does reach out, make it right no matter what, at the fastest possible speed. Support here is not a cost center — it's an acquisition engine through public reputation and pre-purchase help, an LTV engine through fast, fair resolutions and loyalty, and an efficiency engine through AI and automation. You'll own all three. You'll also own True Classic Insiders , our loyalty program — the engine that turns happy customers into repeat customers and advocates. You'll thrive here if you genuinely love customers and treat their problems like your own, if you think in systems and SLAs as naturally as you think in empathy, and if the phrase “we could automate that” makes you lean in rather than flinch. This is a builder's role: real ownership, a real team, and the autonomy to run customer happiness like it's your own business. All of True Classic's roles are global and omni-channel, leading designated areas of accountability across all product categories, countries, and sales and marketing channels. While this role lives in customer experience, you'll work shoulder-to-shoulder with Marketing, Merchandising, Operations, Retail, and Marketplace leaders to keep the brand consistent and the experience compounding — everywhere we touch a customer. All of True Classic’s roles are global and omni-channel, leading designated areas of accountability across all product categories, countries, and sales and marketing channels. This role will have impact across DTC, retail, wholesale, marketplaces, and emerging channels, ensuring strategic alignment and executional rigor across the enterprise. Areas of Accountability Vision, Strategy & Standards Set the vision for what customer happiness means at True Classic, and translate it into a clear, measurable operating plan the team can execute against. Run the function on three dimensions in strict priority order — Quality first, Speed second, Cost third — so every metric and trade-off ladders into one of the three, and we never trade down the order. Define the experience standards — tone, response times, resolution quality, and policy — that apply consistently across DTC, TikTok Shop, Amazon, wholesale, and retail, held to a Ritz-Carlton / Nordstrom…