Senior Director of Customer Support Operations

We’re leading the way in redefining the workwear category. Our mission is to engineer better boots and apparel for our country’s tradesmen and women by working directly with real workers to learn what they actually need to execute their jobs. The BRUNT team is not only devoted to improving on the old workwear standards, but we’re also creating a community that tradesmen and women can call their own. From our weekly hangouts at the BRUNT Garage, to hosting events across the country, we’re all about getting boots on the ground and building something real with the BRUNT crew.What You’ll Do: Servicing our Customers and responding to their needs drives the overall customer experience at BRUNT. Our Customer Service and Experience team is not a support function, it’s a competitive advantage. This role will shape how our customers are supported as well as help us to provide a consistent brand and customer experience, maintaining our customer obsession while building the function to scale as we grow. You will be expected to help our business functions build our strategies based on, how feedback informs the business, and BRUNT’s unique commitment to our customers that continues to build trust with the blue-collar workers who rely on our products every day. The Senior Director of Customer Support Operations will own the end-to-end  vision, strategy, and execution at BRUNT, including CX tooling, staffing models, escalation frameworks, and operational readiness for launches and peak periods. This leader will scale a high-performing CX organization focused on delivering best-in-class service while serving as a connection point between CX, Marketing, Merchandising, Operations, and Digital Product. This role is both strategic and hands-on: setting direction, building systems, developing leaders, and ensuring the day-to-day experience meets the bar as the BRUNT’s business continues to scale and grow in complexity. You’ll lead and mentor two Senior CX Managers, and their team of CX reps, while building scalable processes, leveraging data and technology, and ensuring the voice of the customer directly influences decision-making across the company. How You’ll Do It:  Operational Excellence Own SLA definition and performance goals, while overseeing day-to-day CS operations across all channels (email, phone and chat) Ensure the team consistently meets or exceeds SLA and quality targets as volume and complexity increase Continuously evaluate and improve workflows, tools, policies, macros, and staffing models to drive efficiency and cost effectiveness without sacrificing quality Build and manage CS operating budgets, optimizing cost per contact and overall support spend while maintaining a best-in-class customer experience Strategically balance in-house teams, BPO partners, and AI solutions to maximize coverage, customer satisfaction, and return on investment. Strategy & Leadership Own and evolve BRUNT’s Customer Experience strategy, ensuring it scales ...