Share this Job

Job Title: Director, Customer Happiness

Department: Customer Happiness, E-Commerce & Digital

Reports to: Chief Experience Officer


Job Purpose

FGX’s Customer Happiness team is an integral part of our overall CX mission and success, and the Customer Happiness Director will be a key member of the FGX digital leadership team, providing strategic direction and oversight of FGX’s e-commerce customer service team, including pre and post-sales support, platforms and team development.  


This individual will manage and/or collaborate with all teams integral to the development and optimization of a holistic consumer journey including, but not limited to, technology, business intelligence, operations, merchandising and marketing. The position is responsible for the overall day to day leadership of the Customer Happiness team, including high-level management, professional development and team member relations. 


This individual will have a passion for excellent customer service, a wide view of consumer experience and understanding of how data, insights and trends drive strategic planning, visibility and business success.


Essential Functions and Responsibilities

  1. Strategic development and planning - Understand and execute on industry trends and best practices in customer service; actively lead department and company improvements to ensure our customers have a best-in-class experience; serve on the Digital Team’s and Consumer Experience senior leadership team to communicate customer service pain points and develop collaborative solutions.  Partner closely with business intelligence and other team leads to drive optimization decisions, improvements and innovation using CS data points and insights.

  2. Leadership and Team Management - Approve the departmental headcount needs based on sales projections, productivity goals, and budget; manage department manager and assistant managers; approve team objectives and goals; guide professional development and annual review process; make decisions related to performance management, hiring, and the termination process for all customer happiness team members; coach and develop team members to ensure our customers receive the best possible care.

  3. Departmental Oversight - Deliver the strategic plan and performance of the Customer Happiness Department including management of departmental annual expenses; review and sign off on monthly budget variances and interaction with the Director of Operations, and with Finance to adjust the budget throughout the year as necessary. Additionally, this role will set clear performance benchmarks and ensure those are being met, analyzed and revisited on a regular basis to drive team and overall business success.

  4. Cross-departmental Collaboration - This position will partner with all departments within Consumer Experience at FGX. (Example: This position will work with Fulfillment to develop efficient and effective processes related to customer returns.)



  • Education Requirements - Bachelor’s degree preferred, but not required.

  • Experience Requirements - Minimum of 6 years customer service, CX planning or call center experience required. Minimum of 3 years experience directly leading a team. D2C retail or ecommerce experience preferred.

  • Required Knowledge, Skills, and Abilities - Knowledge of customer service or call centers required. Excellent verbal and written communication, strong computer skills including in-depth knowledge of the Internet, intermediate Google apps skills particularly with Gmail and Google Drive, superior organizational and time management skills, and experience coaching and developing new leaders for successful team management.

Nearest Major Market: Indianapolis