Director Customer Experience

Dawson; Columbus (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

Dawson is seeking a seasoned Customer Service leader in Columbus, OH to drive responsiveness, strong communication, and exceptional customer satisfaction within a manufacturing environment. You will lead efforts across supply chain, quality, and operations to ensure on-time delivery and product quality, while developing scalable onboarding and cross-functional procedures.

Ideal candidates have 5+ years of leadership in customer service or operations, a degree in a related field, and hands-on

Qualifications

• Bachelor’s degree preferred.
• 5+ years of leadership in customer service, manufacturing, or operations.
• Experience in a manufacturing environment is required.
• Strong understanding of CS systems, corrective actions, root cause analysis, and continuous improvement.
• Excellent communication and relationship-building skills.
• Proven ability to lead teams and manage cross-functional initiatives.
• Strong organizational skills with multiple priorities.

Responsibilities

• Lead Customer Service team to deliver responsiveness, communication, and customer satisfaction.
• Build strong customer relationships; act as primary escalation point for issue resolution.
• Partner with Supply Chain, Shipping, Quality, and Operations to meet delivery and quality expectations.
• Develop onboarding processes and cross-functional procedures for efficient execution.
• Drive initiatives that enhance customer experience and long-term partnerships.
• Identify and implement improvements to quality systems, communication, and processes.
• Provide leadership, coaching, and accountability for the CS team; promote collaboration.

Skills

Leadership

Customer Service

Cross-functional collaboration

Communication

Problem solving

Root cause analysis

Process improvement

Project management

Education

Bachelor’s degree

Tools

QMS

ERP systems

Job description

• Lead the Customer Service team to deliver exceptional responsiveness, communication, and customer satisfaction.
• Build strong customer relationships, serve as the primary escalation point for issue resolution, and improve processes for order communication, complaint handling, follow-up, and customer feedback.
• Partner with Supply Chain, Shipping, Quality, and Operations to ensure customer expectations for delivery, product quality, and service are consistently met.
• Develop and standardize new customer onboarding processes and cross-functional procedures to ensure efficient execution and a seamless customer experience.
• Drive initiatives that enhance the overall customer experience and strengthen long-term customer partnerships.
• Identify and implement improvements to quality systems, customer communication, complaint notification, corrective actions, standard work, and operational processes.
• Utilize customer feedback and performance data to drive continuous improvement initiatives, implement scalable processes, and develop KPIs and reporting to measure quality performance and customer satisfaction.
• Provide leadership, coaching, and accountability for the Customer Service team while fostering a culture of responsiveness, teamwork, accountability, and customer satisfaction.
• Support hiring, onboarding, training, and development of team members, and promote cross-functional collaboration to improve communication and execution.
• Ensure compliance with customer requirements, GMPs, sanitation standards, and applicable regulatory requirements.
• Support customer audits, internal audits, customer service documentation, new product launches, and customer onboarding activities.

What We're Looking For:

• Bachelor’s degree in Business, Operations, Engineering, or related field preferred
• 5+ years of leadership experience in customer service, manufacturing, or operational management
• Experience working in a manufacturing environment required
• Strong understanding of Customer Service systems, corrective actions, root cause analysis, and continuous improvement
• Excellent communication, customer relationship, and problem-solving skills
• Proven ability to lead teams and manage cross-functional initiatives
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• QMS system ownership experience preferred
• ERP or manufacturing systems experience preferred
• Experience in consumer products or related manufacturing industries
• Experience managing customer-facing functions
• Lean Manufacturing, Six Sigma, or quality certification experience is a plus
• Experience supporting high-growth manufacturing operations

About Dawson

Dawson is a trusted staffing partner in Central Ohio. We help job seekers grow their careers with fast feedback, personalized support, and access to multiple employers through one application.