Customer Experience Leader: Strategy & Ops

PSS Industrial Group; Texas; On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

PPO Medical & Dental Plans

Vision Insurance

Company-Paid Basic Life & AD&D

Voluntary Life & AD&D

Short- and Long-Term Disability

FSA for Health & Dependent Care

Generous 401(k) with Company Match

Job summary

PSS Cross Country Infrastructure Solutions is seeking a Director of Customer Experience to scale a best-in-class CX model across a multi-branch organization. You will partner with Sales, Operations, Supply Chain, HR, and leadership to improve responsiveness, accountability, and service execution.

In this role you will develop strategy, standardize expectations, and build scalable playbooks, training programs, and performance metrics that reinforce our culture and values.

Qualifications

• Bachelor's degree preferred.
• 7+ years of leadership in industrial distribution or related ops.
• Experience building scalable processes and training.
• Experience leading CX or transformation initiatives.
• Strong communication and problem-solving skills.

Responsibilities

• Develop and implement a company-wide customer experience strategy.
• Standardize customer experience expectations across branches.
• Build scalable service playbooks and escalation processes.
• Improve responsiveness and issue resolution.
• Lead metrics and dashboards for CX performance.

Skills

Leadership

Customer experience

Strategic planning

Analytics

Cross-functional collaboration

Education

Bachelor's degree

Tools

ERP systems

Customer analytics

Multi-location ops

Job description

PSS Cross Country Infrastructure Solutions is seeking a Director of Customer Experience to scale a best-in-class CX model across a multi-branch organization. You will partner with Sales, Operations, Supply Chain, HR, and leadership to improve responsiveness, accountability, and service execution.

In this role you will develop strategy, standardize expectations, and build scalable playbooks, training programs, and performance metrics that reinforce our culture and values.