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Director of Customer Experience

Los Angeles, CA

Posted: 01/05/2026 Industry: Leadership Job Number: 3510495 Pay Rate: 120000/year - 160000/year

Job Description


Director of Customer Experience

Location: Los Angeles, CA (On-site)

Type: Full-time

Compensation: $120K–$160K base + bonus + equity

Why This Role Matters

This is a rare opportunity to step into a customer experience leadership role at a fast-scaling consumer marketplace that has grown more than 10x in recent years and is now entering its next phase of expansion.

The core business remains highly successful, but the platform is broadening into new high-value categories and international markets. Customers routinely transact at meaningful dollar values, which makes trust, service quality, and operational rigor absolutely critical.

The company has reached a point where senior leadership needs a dedicated owner for the entire customer experience function. You’ll be given real autonomy, direct access to founders, and a mandate to rebuild and scale one of the most important customer-facing teams in the organization.

While the company now has the stability and resources of a ~100-person organization, the role still offers true zero-to-one ownership, fast iteration, and visible impact. Strong performers regularly take on expanded scope within months.

The Opportunity

We’re a fast-growing consumer marketplace that has scaled more than 10x in recent years and is now entering a major expansion phase — new categories, higher-value transactions, and international growth.

Customer experience has become mission-critical. This role owns the entire CX function with real autonomy and direct access to company leadership. You’ll step in at a pivotal moment to level up service quality, automation, trust, and operational rigor for customers transacting meaningful amounts of money.

You’ll join a company with real scale (~100 people) but still plenty of zero-to-one ownership, fast iteration, and visible impact.

The Role

We’re hiring a Director of Customer Experience to lead support operations, trust & safety, fraud prevention, and CX systems through an AI-first approach.

You’ll inherit an existing team (onshore and offshore) and solid foundations, with a mandate to modernize workflows, expand automation, reduce cost, prevent fraud, and turn customer feedback into real product improvements.

This is a hands-on, operator role — not a traditional support leader position.

What You’ll Do
  • Lead and scale a distributed CX team with clear SLAs and accountability
  • Design AI-powered workflows where automation is the default
  • Own complex escalations, service recovery, and high-risk cases
  • Partner with Product, Engineering, and QA to turn CX insights into product fixes
  • Monitor fraud, payment risk, and marketplace integrity
  • Own CX metrics including CSAT, response times, automation coverage, and efficiency

What We’re Looking For
  • 3–8 years in CX, CX ops, or trust & safety in high-growth environments
  • Experience with AI-driven or automated CX systems
  • Proven success managing offshore or distributed teams
  • Experience supporting high-ticket, high-volume transactions
  • Strong data skills (SQL preferred)
  • Builder mindset; comfortable in fast-moving, ambiguous environments

Who is Rainier Recruiting?

Rainier Recruiting is a boutique, award winning national staffing agency and executive search firm. Using an approach that “treats every candidate like an executive search”, we offer positions in contract-to-hire, Full-Time, and executive search. Named the #1 Best Workplace in Washington State in 2022, recognized as a ClearlyRated Best of Staffing firm, and identified as a top recruitment firm by multiple business journals, Rainier Recruiting is fast becoming a respected company. We are no longer the “best recruiters you have never heard of”. Rainier Recruiting is also proud to share our clients have a 93% repeat business rate. Rainier Recruiting is an equal opportunity employer and service provider and does not discriminate on the basis of race, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class. We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value, for ourselves, our client companies, and for the candidates we represent. We engage in socially conscious business practices and believe that diverse, equitable, inclusive, and non-biased talent and recruitment processes are foundational to the success of every organization that we partner with.

Meet Your Recruiter

Joely Downing
Senior Recruiter

Joely spent most of her career in the hotel business and started recruiting in the Hospitality field before coming to Rainier Recruiting.  Outside of work, Joely enjoys time with family and friends and traveling. Confident she can find the best candidates from anywhere, she is hoping to move her desk permanently to Mexico sooner than later.    

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