Director, Customer Experience Product

Job Description

Customer Service/Experience Product

Join Ashley Furniture’s Customer Service/Experience Product to build and improve the products and capabilities that power our customer care experience across channels. This role is critical to our mission of delivering reliable, simple, and cost-effective service journeys that delight customers and support our business goals. You’ll turn customer insights into tangible product improvements that reduce friction, improve satisfaction, and scale our operations.

Ashley Furniture Industries is the largest manufacturer of furniture in the world. We re driven by our North Star: to inspire the love of home and enrich the lives of those around us. Our mission is to Improve Quality, Reduce Costs, Do More Business, Be Profitable, and Stay In Business. We value Honesty & Integrity, Passion, Drive & Discipline, Dirty Fingernails (hands-on work), Continuous Improvement, and Growth Focus.

Our growth pillars are A Culture of Leadership, Customer Centric approach, and Boundaryless collaboration.

You will own customer service and experience products, including CRM workflows, case management, IVR routing, self-service capabilities, and knowledge management. Working with your manager in the Customer Service/Experience Product- without AI department, you ll partner closely with operations, technology, digital commerce, and customer care teams to deliver high-impact features.

Day to day, you will translate customer pain points and service metrics into clear product requirements, prioritize the backlog, and drive end-to-end execution. You ll design processes and experiences that reduce handle time, increase first contact resolution, and improve CSAT/NPS, all while strengthening reliability and lowering cost per contact. Your work will directly support Ashley’s mission and values by improving quality, eliminating waste, and continuously raising the bar for our customer experience.

• Own the Customer Service/Experience Product-scope and roadmap across phone, chat, email, and web channels to improve reliability, reduce friction, and increase customer satisfaction.
• Translate customer insights and service operations data into clear PRDs, user stories, and acceptance criteria, enabling engineering and operations to deliver changes that reduce handle time and improve first contact resolution.
• Design and optimize CRM case management workflows (assignment rules, macros, escalations) and knowledge base structures to accelerate resolution and reduce transfers.
• Implement and refine self-service capabilities (order tracking, returns/exchanges, FAQs) and IVR routing flows to increase self-service resolution and lower cost per contact.
• Collaborate with internal stakeholders across technology, operations, and customer care to plan releases, remove roadblocks, and launch product increments on schedule.
• Analyze performance metrics (CSAT, NPS, first contact resolution, average handle time, transfer rate, cost per contact) and use insights to prioritize the backlog and validate impact after release.
• Map customer journeys and document service processes to identify bottlenecks, design improvements, and align teams on the end-to-end experience.
• Partner with QA and operations to create test plans, execute UAT, and ensure defect-free launches with robust monitoring and rollback procedures.
• Drive continuous improvement aligned to Ashley’s mission by simplifying workflows, eliminating waste, and standardizing best practices across channels.
• Create clear release notes, training materials, and change management plans to enable smooth adoption by customer care teams and minimize disruption.

• Experience with CRM platforms such as Salesforce Service Cloud or Zendesk, including configuring case types, assignment rules, macros, SLAs, and knowledge base governance to support efficient case resolution.
• Working knowledge of contact center technologies and IVR design (such as Genesys Cloud, NICE, Avaya, or Cisco) to design queue logic, DTMF menus, routing strategies, and escalation paths.
• Proficiency in data analysis using SQL or advanced Excel to…