Catbird, a DTC demi-fine jewelry company, is looking for an Associate Director of Customer Experience to own the full CX function, from high touch customer engagement to the operational backbone of our repairs and returns process. This person will be a hands-on leader who can sit with a customer on a delicate issue in the morning and dig into a process bottleneck in the afternoon. They bring deep subject matter expertise in customer service and work autonomously to build and continuously improve how Catbird serves customers at scale.