Director, Customer Experience

Role Overview

Lead the global Customer Experience team, building a best-in-class organization that anticipates customer needs, connects field teams, and gives commercial leadership real-time visibility into the order-to-cash cycle.

What You Will Do

Voice of the customer and partner, service model and customer intimacy, global operating model, order-to-cash performance, AI and automation, partner economics, and cross-functional partnership.

Why It Might Be a Fit

The ideal candidate will have a track record of owning order-to-cash, SLAs, and KPIs, and experience managing distributor relationships and economics. They will also have expertise in ERP and Salesforce, and experience deploying automation and AI to improve OPEX per head.

Requirements

• Bachelor’s degree in Business, Supply Chain, Engineering, or a related field
• 10-15 years’ experience leading customer service or customer experience organizations
• 5+ years’ experience leading global or multi-regional teams
• Expert-level fluency in ERP (SAP, Oracle, or similar) and Salesforce
• Experience deploying automation, RPA, or AI to remove routine transaction work and improve OPEX per head
• Ability to identify and quantify ROI for process and technology investments
• Proven change management through system migrations, consolidations, policy changes, and distribution changes

Benefits

• Dental insurance
• Vision insurance
• 401(k) match
• Paid holidays
• Base salary range: $200,000 – $220,000