Executive Director of Customer Experience

Customer Experience, Executive Director

Bedford Heights, OH | $150K–$165K

Are you a customer service leader who enjoys building teams, improving processes, and creating a customer experience organization that can support growth? This is an opportunity to play a key leadership role with a growing public company that is investing in the future of its customer service organization.

The company is looking for a Customer Experience Director to provide leadership across North and Central America and help build a more scalable, efficient, and customer-focused operation. With plans for significant team growth, this person will have the opportunity to shape processes, establish best practices, develop people, and create the structure needed to support the company's continued expansion.

What You’ll Do:

• Lead, coach, and develop a growing customer service team
• Evaluate and enhance workflows, processes, and service practices
• Establish and improve KPIs, performance standards, and accountability
• Partner with Sales, Operations, Order Fulfillment, and Planning to resolve issues and improve the customer experience
• Oversee order accuracy, customer inquiries, and service escalations
• Support key accounts and build strong, lasting customer relationships
• Develop scalable processes and team structure to support rapid growth
• Foster a culture of collaboration, accountability, responsiveness, and exceptional customer service

What You Bring:

• 10+ years of progressive leadership experience in customer service, customer experience, or call center operations
• Proven experience building, developing, or scaling customer service teams
• Strong process improvement and problem-solving skills
• A hands-on, decisive leadership style with the ability to drive positive change
• Experience in manufacturing, distribution, warehouse, or another operational environment preferred
• Strong communication, organization, and relationship-building skills
• Proficiency with Microsoft Office and the ability to quickly learn new systems

If you're excited by the opportunity to build a strong customer service organization, develop a team, and help shape the next stage of growth, we'd like to hear from you.

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