Digital Customer Experience Platform Leader

Jobtailor; Morris Plains (NJ); On-site; USD 150,000 - 190,000; Full time

Job summary

Solstice is seeking a transformative leader to steer the digital customer experience strategy aligned to commercial growth, scalability, and customer centricity. You will develop and lead a multi-year, value-based digital roadmap and build a high-performance, inclusive team.

You will redesign end-to-end customer journeys, integrate platforms with ERP/CRM/supply chain, and drive adoption through measurable success metrics, while advancing AI-enabled engagement and ensuring data security and

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 10+ years in digital CX, commercial transformation, or product management.
• Proven success delivering customer-facing digital platforms in complex B2B or industrial environments.
• Strong understanding of CRM, ERP, order-to-cash processes, and product information management.
• Demonstrated ability to lead cross-functional initiatives through influence.
• Desirable: experience in advanced materials, chemicals, industrial manufacturing, or engineered products; familiarity with specification-driven sales and technical customer engagement; practical AI and analytics experience; experience partnering with R&D and manufacturing teams.

Responsibilities

• Lead digital CX strategy aligned to commercial growth and operational scalability.
• Develop and lead a multi-year, value-based digital roadmap.
• Be a People-Centered Leader, building an inclusive, high-performance team and investing in development.
• Own and redesign end-to-end customer journeys to reduce friction while preserving consultative sales touch.
• Evolve customer-facing platforms integrated with ERP, CRM, supply chain, quality, and product systems; ensure security and scalability.
• Lead AI-enabled customer engagement with focus on IP protection and data security.
• Define and drive success metrics, own business cases, and drive adoption through enablement and change management.

Skills

Digital CX strategy

Product management

Cross-functional leadership

AI analytics experience

Stakeholder influence

B2B/industrial experience

Education

Bachelor’s degree

Advanced degree

Job description

Responsibilities

• Lead Solstice’s digital customer experience strategy aligned to commercial growth, operational scalability, and customer centricity
• Develop and lead a multi-year, value-based digital roadmap
• Be a People-Centered Leader, building an inclusive, engaging, and high-performance team; leading with empathy and accountability, and investing in team development
• Own and redesign end-to-end customer journeys to identify and reduce friction points, redesigning journeys to be simpler, faster, and more predictable, while preserving consultative nature of technical sales
• Evolve customer-facing digital platforms integrated with ERP, CRM, supply chain, quality, and product systems. Ensure platforms are secure and scalable
• Lead AI-enabled customer engagement while ensuring IP protection, data security, and regulatory compliance to improve the seller’s experience
• Define and drive success metrics, own business cases, and drive adoption through enablement and change management

Requirements

• Bachelor’s degree required; advanced degree preferred
• 10+ years of experience in digital customer experience, commercial transformation, or product management
• Proven success delivering customer-facing digital platforms in complex B2B or industrial environments
• Strong understanding of CRM, ERP, order-to-cash processes, and technical product information management
• Demonstrated ability to lead cross-functional initiatives through influence
• Highly Desirable: Experience in advanced materials, chemicals, industrial manufacturing, or engineered products; Familiarity with specification-driven sales and technical customer engagement; Practical experience applying AI and analytics to customer use cases; Experience partnering closely with R&D and manufacturing teams