Director of Customer Experience

Director Of Customer Experience

At Havenly Brands, we believe that everyone deserves a beautiful home they love. Founded and headquartered in Denver since 2014, we've grown into the #1 interior design service in the country.

We believe home is a place for personal expression a place that can inspire, comfort, delight, and work hard for you. We believe that a home should be livable, not precious; distinctive, not bland; beautiful, but attainable. That's why we're bringing together best-in-class home brands alongside innovative designer services to offer unprecedented access to personal, inspiring design. We're building this generation's premier destination for all things home.

Alongside our award winning design services, we proudly own and operate some of the best home furnishings brands in the business including Havenly, Interior Define, The Inside, St. Frank, The Citizenry, and Burrow. Our family of brands is growing and we're looking for amazing people to join us on this journey!

Role Overview

Havenly is seeking a Director of Customer Experience (CX) to lead support strategy, operations, and innovation across our six-brand portfolio. Reporting to the VP of Operations, this leader will own the full customer journey, overseeing both onshore and offshore teams to deliver consistently exceptional service at scale.

The ideal candidate is a customer-obsessed operator who balances brand nuance with operational rigor. They thrive on improving satisfaction and loyalty while driving efficiency, scalability, and measurable business impact.

Key Responsibilities

Customer Experience Strategy

• Define and execute a holistic CX strategy across six distinct consumer brands, ensuring both consistency and brand-specific service differentiation.
• Champion a customer-first culture through strong leadership, coaching, and organizational alignment.
• Design and optimize multi-channel support strategies (email, phone, chat, SMS, social, emerging platforms) to meet customers wherever they are.

Operations & Technology

Cross-Functional Leadership

Analytics & Performance

Who You Are

Additional Details

This is a full-time exempt remote position based in the United States. Preference will be given to candidates in the Denver, CO metro area.

The targeted compensation for this position starts at $120,000, dependent upon experience and location. Our total rewards package includes competitive compensation, generous PTO, volunteer days off, health benefits (medical, dental, vision and disability), 401(k) with match and paid parental leave. Additionally, we offer design services, furniture discounts and anniversary merchandise credits.

Havenly is an Equal Opportunity Employer. Our employment decisions are made without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other legally protected status.

Applicants must be currently authorized to work in the United States on a full-time basis. As a company, our goal is to make everyone feel good at home, and that starts with our team. We celebrate our differences and encourage everyone to bring their true selves to work each day. Havenly is committed to cultivating a diverse and inclusive team and welcomes candidates of all backgrounds.