VP of Customer Experience
Auburn Hills, MI Customer Experience
Job Type

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 450+ passionate team members.

What You'll Do:

We are looking for a VP of Customer Experience to sit onsite in our Auburn Hills, Michigan HQ. The VP of Customer Experience will set the strategy, determine the priorities and assemble the team and resources required to consistently deliver exceptional customer experiences supporting Whisker’s mission to make life with pets endlessly better.  You will shape our fast-growing team of 75+ customer service professionals into a world-class customer support organization fanatical about service and quality. You’ll be instrumental in shaping how our customers experience our products and our brand pre and post purchase across every touchpoint.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

  • Leads the development and execution of Whisker’s strategy to deliver exceptional customer experiences consistently across our different customer touchpoints (phone, email, live chat, social media, and eventually more!) and global sales channels (direct to consumer, marketplaces, wholesale, and distributors). 
  • Continuously drives improvements to our customer experiences and how the team efficiently delivers them by identifying, prioritizing, and executing new initiatives (new systems, processes, people).  You drive change by delegating large-scale and complex work to direct reports and cross-functional teams while maintaining accountability for results.
  • Effectively communicates with the customer experience team, other departments, and company leadership to provide visibility and alignment with your strategy, performance, and priorities while helping you identify and plan for things that will impact the customer experience team.  
  • Effectively partners with leaders throughout the organization to influence decision making across the company and get the resources you need to support your strategic plans.
  • Builds a world-class team. You define the org structure and roles needed to support your plans. You build the recruiting, onboarding, ongoing learning and development, and performance management capabilities to attract and retain a passionate and productive team.
  • Develops and manages the team's resource plans, budgets, and cost structures, and optimizes accordingly to scale efficiently in line with the company’s financial plans.
  • Leads a can-do culture obsessed with delighting our customers and ensuring they have remarkable experiences with our products and interactions with our team.
  • Will perform additional responsibilities when required

Leadership Responsibilities

Directly supervises department Teams. Carries out supervisory responsibilities following Whisker policies and applicable laws. Responsibilities include interviewing, training, and hiring, planning, assigning and directing work, appraising performance, addressing team issues, and upholding safety and quality guidelines. 

What You'll Bring: 

  • BA in applicable field and/or 10 years of experience
  • 10-15 years of proven success in leading, building, and managing highly effective customer service teams, preferably for a direct-to-consumer business
  • Demonstrated leadership in fast-paced and challenging environments where you’ve managed ambiguity and adapted yourself and the team as the business evolves 
  • Experience providing support for technical consumer products
  • Excellent verbal, written, and interpersonal communication skills and the ability to effectively partner throughout the organization to influence and drive strategic decisions
  • Strong analytical skills and business acumen, with demonstrated data-driven approach to business management
  • Embraces technology and is constantly looking for ways to apply new technologies to improve the customer experience and how the business operates.  You’re experienced in identifying, evaluating, and implementing new customer service systems
  • You’re a proactive go-getter that can be scrappy and creative with resources to maximize impact. You can work with imperfect information and are thoughtfully inclined towards action.
  • Results-oriented with experience setting and exceeding goals and scoring high on key customer experience metrics
  • Maintains confidentiality of proprietary information
  • Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
  • A high degree of initiative, self-motivation, and ability to motivate others
  • Ability to establish and maintain cooperative working relationships with Team Members and colleagues

Not Required but nice to have!

  • Experience in the Pet Industry or a passion for pets!

Benefits & Perks:

Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

  • Premium Medical/Dental/Vision insurance
  • Life Insurance
  • PTO
  • 14 Paid Holidays
  • Paid Parental Leave
  • 401K with 4% Match
  • Flexible Work Arrangements
  • Top of the line equipment

Statement of Inclusivity:

We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.

Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.