Associate Director, Customer Experience

Artsy is seeking a dynamic leader for our Customer Experience team. Reporting to the Director of Marketplace Strategy and Operations, this role will have a wide range of responsibilities; from managing and upskilling the front line team, to planning and executing on company level strategic initiatives. 

This is a full time hybrid role, with in office attendance required 3 days a week. The role can be based either in our New York or London offices. 

As the Associate Director, Customer Experience you will be responsible for our core KPIs, including response times and CSAT. In order to achieve your goals, you will need to be strategic, shaping the resourcing plan and team structure, working with product and sales ops teams on internal tools, and leveraging our BPOs. The ideal candidate will be comfortable getting in the weeds with the team while always remembering to take a step back to solve recurring and foundational issues.

The Customer Experience team is split across our New York and London offices. As the head of the team, you will be responsible for building a strong team culture across both time zones, supporting your direct reports while helping them feel engaged with the broader Artsy team. 

This role will also be responsible for collaborating and executing on initiatives at the company level. You will join working groups to support our product led initiatives, as well as work directly with sales leaders to find opportunities to better support our revenue strategies. You will work both autonomously and collaboratively to move the team forward. The ideal candidate will be able to spot opportunities, think outside the box, and then prioritize and execute quickly. 

In this role you will need to wear many hats. You are just as comfortable training, managing and upskilling junior team members as you are debating priorities with C-suite and other senior leaders. You love carving a path through ambiguity and getting others to follow. You’ll bring your unique experience and perspective to problem solving while also adapting them to meet the challenges of the traditional art world. 

What You’ll Do:

• Manage and upskill the front line team; acting as a point of escalation while empowering your team to work autonomously
• Manage our BPOs, including identifying new opportunities and QAing their output
• Provide strategic visioning and execution for the Customer Experience function, with an emphasis on aligning our support offering with our revenue strategies
• Participate in company level objectives to help steer Artsy’s broader revenue and product strategies, as well as represent operations wide concerns to stakeholders

Who You Are:

We welcome you to apply regardless of  “checking all the boxes” below, and are excited to hear what you can bring to the team. 

• At least 5 years experience with people management, including coaching and managing performance. This could be teams outside of sales metrics
• Proven track record of developing and executing strategic initiatives including revenue adjacent projects and the ability to scale teams
• Experience with strategic thinking including a blend of building from scratch, assuming ownership over established business areas, and managing resources across headcount, BPOs, and software
• Proven track record working in complex business lines such as two sided marketplaces, luxury, or other niche markets. You’re a strong strategic leader and can demonstrate the ability to adapt your experience to a new environment
• Knowledge and experience in logistics, including customs, tax, and international compliance
• Strong communication skills, including the ability to target your communication style to your audience
• Experienced with analyzing data to find opportunities and make decisions
• A culture leader who uses a strong sense of values to inspire others
• You are currently authorized to live and work in New York City 
• This is a hybrid role based in New York City 

What We Offer:

• Opportunity to reimagine the art industry while working with a talented, diverse, international team. 
• Competitive salary and equity
• Flexible time off: our culture of trust and empowerment allows employees to take the time they need away from work while still excelling in their roles
• We are a global hybrid team: most employees work from our NYC, London, or Berlin offices 2-3 days per week. (In-person expectations vary by role)
• Comprehensive healthcare & benefit options, including: medical, dental, parental leave, short- and long-term disability, Employee Assistance Program featuring free mental health support, 401k, commuter benefits, flexible spending accounts (FSA), health savings accounts (HSA), financial wellness support & resources, and more
• Professional development, including: mentoring, lunch & learns, regular training, 1:1 management, and an open feedback culture
• Engaging opportunities and internal programming globally, to foster new relationships and build upon our collaborative community. Including: happy hours, holiday parties, global "All Hands" meetings, "Artsy Salon" (a yearly exhibition of our team's creativity), attendance to art world events, and more

The salary range for this role is $95,000-$120,000 annually. Artsy is committed to equitable compensation practices, and your offer will depend on the relevant experience and skillset you bring to the team.

All compensation packages include meaningful Artsy equity and competitive health benefits. Please see our “What We Offer” above for more detail, or speak to our Recruiter to learn more!