Director - Customer Experience in Kirkland, WA at American Tire Distributors

Date Posted: 7/24/2019

Job Snapshot

  • Employee Type:
  • Location:
    Kirkland, WA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

We look forward to your application! When applying, please be sure to put your Full Legal First Name and Last Name for legal and processing purposes.

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

Position Description: 

The primary responsibility of the Director of Customer Experience will be to manage TireBuyer’s Brand Creative Team to establish, implement and manage a long term Corporate Creative Strategy to enable an increase in TireBuyer brand awareness, also responsible for the optimization of the user experience for across multiple platforms (desktop, mobile, tablet, etc) and will work closely with Product Management and Web Development teams to simplify online interaction with TireBuyer products and services, this position will manage TireBuyer’s Creative Services and Front end development teams to both deliver high quality creative work and also develop systems, policies and protocols to support the team's key operating principles of efficiency, consistency and agility including setting business goals, prioritizing work, allocating resources (including outsourcing) and evaluating staff performance. This position is part of the leadership team and as such the individual is expected to lead by example and create a high-performing environment and help drive the teams to meet their collective business and strategic goals.

Primary Responsibilities:                                                            

  • Establish new creative production intake and delivery processes to prioritize creative and copy requests for Creative Services.
  • Manage the prioritization of design, front-end coding, and user experience activities to support the delivery of Tire Buyer initiatives.
  • Establish the Brand Creative Team as the creative owners of the Tire Buyer Brand as it relates to usage across the company in marketing programs, web properties, internal communications etc.
  • Build and document brand guidelines for governing the appearance of branded imagery, fond and colors on
  • Manage usability-testing to identify opportunities for improving the user experience with existing tools and best practices for supporting new concepts, projects that will directly impact the user experience.
  • Institutionalize proactive creative resource and front-end development planning on behalf of the Creative Services Team to successfully identify and support marketing asset deliverables across Tire Buyer.
  • Effectively engage with the Product Development, Technical and Marketing Teams across Tire Buyer to drive for efficient, agile and consistent in-product Brand deliverables.
  • Build and manage the Creative Services and Front-End Development teams including selection, mentoring, coaching, team building, performance management and assessment, and rewards and recognition to build a mature, high performing team and engaged team while ensuring on-time and on-scope delivery of creative and coding deliverables.
  • Develop core Marketing content, templates and foundational assets including templates and 3D imagery to support the use of creative assets for all Tire Buyer initiatives.
  • Establish a long term creative strategy to enable brand consistency and operational efficiency.
  • Ability to control departmental and sales related costs to within target ranges.
  • Successful implementation of processes and solutions to build out the Creative Services suite of services and manage prioritization of delivery for all front end design and code functions across internal resources and agencies.
  • Customer satisfaction scores for online browse and purchasing of Tire Buyer products and partner dealer services.
  • Employee satisfaction; meeting or beating staffing retention targets.

Key Partners (Positions):  

  • Web Development Team (Developers, Technical Architects, Technical Analysts) – Systems flexibility, stability and reliability
  • Director e-Commerce & Product Marketing – Optimize Sales & Support targets across channels
  • Ecommerce & Telesales Business Owners
  • Creative Services team members.
  • Marketing – Marketing stakeholders responsible for defining target benefits and goals/objectives for new Products; prioritization and delivery of creative assets for Marketing initiatives.


Experience(s) that Best Prepares You:           

  • Education:  BA/BS or equivalent work exp.
  • Experience:
    • 12+ years of work experience in corporate or agency creative / production/ resources department including with 5+ years of managerial experience of a Creative organization within a complex organization. Strong financial acuity; demonstrated ability to manipulate financial levers to accomplish goals. Prior P&L responsibility desirable.
    • 5+ years professional experience in front-end development
    • 5+ years with rich, hands-on experience developing with HTML, XML, CSS, and JavaScript
    • 2+ years’ experience working with industry leading e-Commerce platforms, such as IBM WebSphere, Hybris, ATG
  • Such alternatives to the above qualifications as the Company, in its discretion may find appropriate and acceptable.

Key Competencies:

  • Demonstrated expertise in managing large, diverse and geographically dispersed creative team to drive project completion from concept through to completion.
  • Demonstrated success in developing, implementation and managing a long term creative strategy on behalf of a corporate organization.
  • Demonstrated expertise and success in managing front-end code development.
  • Superior program  management experience  including strong project management skills, change management and stakeholder engagement to enable comprehensive  follow through and the ability  to manage multiple priorities with agility and efficiency in a fast-paced environment
  • Demonstrated business marketing acumen and its application to a creative function / organization
  • Excellent knowledge and understanding of the entire marketing awareness, preference and demand generation process including market analysis, strategy development, implementation and measurement.
  • A thorough understanding of marketing, sales and channel communications requirements for B2B and B2C.
  • Strong Photoshop and PowerPoint skills.
  • Team Player with a 'can and will do' attitude
  • High degree of organizational savvy with strong negotiation skills
  • Strong capabilities to influence at multiple levels , build collaborative relationships and gain support for programs in a matrixed organization
  • Direct and mature approach to open communication
  • Solid problem solving skills; sharp analytical skills; using insightful judgment
  • Strategic thinker and creative marketer
  • Results oriented and self-motivated
  • Excellent written, verbal and presentation skills
  • A style that promotes respect, credibility and trust throughout the organization.
  • Good understanding of financial analysis and statements.

Physical Demands/Work Environment/Travel Requirements:

  • Physical demands:  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; the employee must occasionally lift and/or move up to 150 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
  • Work environment:  While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.  The noise level in the work environment is usually moderate.
  • Travel required:  25+% of the time, travel throughout the U.S. and will often require overnight stays.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations.  Nothing in this job description creates a contract of employment in any way for any person.   All employees hired by American Tire Distributors, Inc. are employees at will and the company reserves the right to terminate employees at any time for any reason or no reason at all.

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

Shift Type:
Job ID: R09581