Commercial Operations Director

Wabash; Indianapolis (IN); On-site; USD 120,000 - 190,000; Full time

Job summary

Wabash is seeking a strategic Customer Experience leader to guide a dedicated CX team within Commercial Operations in Indianapolis. You will drive a proactive, scalable customer experience by standardizing processes, enabling digital tools, and partnering with sales and operations to improve outcomes.

The role focuses on translating strategy into priorities, building team capability, and driving continuous improvement across the end-to-end customer journey.

Qualifications

• 8+ years of progressive leadership experience in customer experience or related functions.
• Experience building, leading, and developing high-performing teams.
• Proven ability to drive change and process improvements across cross-functional teams.
• Experience partnering across complex organizations to improve customer outcomes.

Responsibilities

• Lead, coach, develop, and engage a Customer Experience team with a culture of service and continuous improvement.
• Build a high-performing team through clear expectations, coaching, and performance management.
• Evolve team from reactive support to proactive customer partnerships with root-cause analysis and customer insights.
• Translate CX future-state vision into priorities, rhythms, goals, and measurable outcomes.
• Partner with Commercial and cross-functional teams to remove friction and improve end-to-end execution.
• Improve customer journey through better communications, escalation, and handoffs.

Skills

Leadership

Cross-functional collaboration

Data-informed decision making

Customer experience

Change management

Communication

Strategic thinking

Problem solving

Business acumen

Influence

Education

Bachelor’s degree in Business / Supply Chain / Operations / Engineering / Customer Experience

Advanced degree preferred

Tools

CRM systems

Ticketing/quoting/workflow platforms

Job description

About the Role

We are seeking a strategic, people-centered leader to lead a Customer Experience team within Wabash’s Commercial Operations organization. Reporting to the Sr. Director, Commercial Operations, this role will help advance the Customer Experience vision by leading people, building team capability, strengthening cross-functional partnerships, and driving a more consistent, proactive, and scalable customer experience.

About the Role

This leader will connect day-to-day execution with the broader Commercial Operations vision—improving sales efficiency and customer outcomes through standard work, process discipline, digital adoption, and data-informed decision making.

Your Responsibilities

• Lead, coach, develop, and engage a Customer Experience team, creating clarity, accountability, and a culture of service, ownership, and continuous improvement.
• Build and sustain a high-performing team by setting clear expectations, providing regular coaching and feedback, managing performance, and developing talent for current and future business needs.
• Lead the team’s evolution from reactive issue resolution to proactive customer partnership by building capability in root-cause problem solving, communication discipline, and customer insight generation.
• Translate the Customer Experience future-state vision into team priorities, operating rhythms, goals, and measurable outcomes.
• Partner across the Commercial team and cross-functional stakeholders to remove friction and improve end‑to‑end execution.
• Drive a more seamless and proactive customer journey by improving communication, escalation management, issue resolution, handoffs, and consistency across assigned teams and customer segments.
• Partner with our business analytics resources to use customer, process, ticketing, quote‑to‑cash, and operational data to identify trends, prioritize improvements, and support root‑cause problem solving.
• Establish and reinforce standard work, playbooks, communication expectations, escalation paths, and performance routines that reduce variation and improve scalability.
• Support adoption of customer experience tools and systems, including CRM, ticketing, quoting, workflow, reporting, and other digital enablement efforts.
• Communicate priorities, risks, tradeoffs, and progress while leading the team through change and strengthening the One Wabash mindset.

Let’s Talk About Your Qualifications

• Bachelor’s degree in Business, Supply Chain, Operations, Engineering, Customer Experience, or related field required; advanced degree preferred.
• 8+ years of progressive leadership experience in customer experience, commercial operations, sales operations, customer service, or related functions.
• Demonstrated ability to build, lead, develop, and engage high‑performing teams through clear expectations, coaching, performance management, prioritization, accountability, and talent development.
• Proven ability to lead teams through change, transformation, process improvement, or operating model evolution.
• Experience partnering across complex, cross‑functional teams to improve customer outcomes and end‑to‑end execution.
• Ability to translate strategy into clear priorities, operating routines, metrics, and execution plans.
• Strong understanding of customer experience operations, escalation management, customer communication, and quote‑to‑cash or order‑to‑cash processes.
• Experience using data, KPIs, dashboards, process metrics, and customer feedback to improve performance and decision making.
• Demonstrated ability to improve processes, establish standard work, reduce variation, and drive adoption of new ways of working.
• Ability to lead through ambiguity, simplify complexity, influence stakeholders, and create clarity for teams.
• Strong business acumen with the ability to connect customer experience work to sales efficiency, responsiveness, scalability, margin discipline, and customer loyalty.

Success Measures for the role

• Elevated team engagement, role clarity, accountability, and readiness for future‑state capabilities.
• Improved customer responsiveness, communication consistency, and escalation discipline.
• Stronger adoption of standard work, digital tools, reporting, and performance routines.
• Reduced recurring customer issues, rework, handoff gaps, and process‑driven friction.
• Increased stakeholder confidence in the Customer Experience team’s ability to execute, improve, and scale.

Leadership Attributes

• Embrace Diversity and Inclusion – Solicit and respect the input of others, celebrate differences, and strive for transparency and inclusiveness
• Seek to Listen – Actively listen to reach the best solution and make the strongest decisions
• Always Learn – Strive to improve; do not quit or settle for the status quo
• Be Authentic – Demonstrate honesty, incredible energy, and grit in everything you do
• Win Together – Collaborate, seek alignment, and excel at cross‑group communication to succeed as one team and One Wabash

Join us in turning ideas into world‑changing realities. Curate and build your high‑impact professional career at Wabash!

Affirmative Action/EEO Statement

Wabash is committed to providing equal employment opportunity for its associates and applicants without regard to race, color, religion, sex, age, national origin, veteran status, disability, or other protected class or activity under federal, state, or local law. All employment decisions must be based on neutral, legitimate criteria. All employment policies and rules shall be applied equally to similarly situated associates.