Director of Customer Experience (CX)

Ryan Drawdy
Ryan Drawdy Member Posts: 1 Navigator
edited April 2022 in Job Board

JOB TITLE: Director of Customer Experience (CX)


JOB DESCRIPTION:As Director of Customer Experience (CX), you are the leader, coach, and culture champion for our CX team. Your number one goal is to develop the people who deliver an amazing experience to the people we create podcasts for. You also help craft & refine our service processes to deliver a world-class customer experience (using Joey Coleman's 8 phases of CX in Never Lose a Customer Again as a framework). Helping our customers accomplish their goals is the north star that guides your every decision.

JOB RELATIONSHIP TO YOU: I (Ryan) am the Director of Culture and People Ops at Sweet Fish Media, so this position would be one of my peers on our Leadership Team. Our CX department has 3 separate team: Podcast Talent (a.k.a. Guest Recruiting), Customer Success, and Content Production.

WHY SHOULD YOU JOIN US: We've put a heavy emphasis on customer experience from the moment our company began, and we believe in highly personalized attention to our customers, which should allow you to flex your creativity along with your leadership and strategic skills.

ABOUT OUR COMPANY: Sweet Fish has been around since 2015, and we've been producing podcasts for B2B brands since 2016. Our core focus is fostering meaningful relationships between our customers and their customers. You can learn more about us here:


TAGS: #CX #leadership #remote 



  • Miranda Barrett
    Miranda Barrett Member Posts: 1 Navigator
    edited October 2021
    Ryan, I'm a huge fan of the book, love that you're modeling the role against it.