Director Customer Experience

EVENLITE LLC; La Trappe (PA); On-site; USD 120,000 - 180,000; Full time

Job summary

Evenlite, a trusted life-safety solutions provider since 1993, seeks a Director of Customer Experience to build a disciplined, high-performing organization. You will translate company objectives into clear priorities, standards, and measurable results while leading customer service and expanding to other customer-facing functions.

The role requires strong leadership, data-driven decision making, and the ability to influence across Sales, Operations, Engineering, and Supply Chain to elevate every

Qualifications

• 8+ years of progressive leadership in customer service or related functions.
• Proven success building or improving a customer-facing org with strong teams.
• Experience establishing structure, processes, metrics, and operating rhythm.
• Strong business acumen linking customer experience to sales and operations.
• Ability to lead cross-functional initiatives and influence senior leaders.
• Strong analytics using KPIs, dashboards, and customer data.
• Executive communication, judgment, and conflict resolution.
• Proficiency with Microsoft Office and ERP/CRM, BI tools.

Responsibilities

• Own strategy and performance of the customer experience function with clear priorities.
• Build and develop a high-performance organization with defined roles and accountability.
• Assess processes and establish a practical roadmap and operating model.
• Create KPIs and dashboards for customer satisfaction, response, backlog, and more.
• Serve as senior escalation point for significant customer issues.
• Partner with Sales, Operations, Engineering, Supply Chain, and more to improve the customer journey.
• Lead or support cross-functional initiatives requiring execution discipline.
• Drive process improvements, automation, and system enhancements.

Skills

Leadership experience

People management

Cross-functional collaboration

Analytics / KPIs

Executive communication

ERP/CRM software experience

MS Office proficiency

Education

Bachelor’s degree in Business/Management/Communications/Operations or equivalent

Tools

ERP systems

CRM systems

BI/Reporting tools

Job description

Every emergency light, exit sign, inverter, and life safety solution we design and manufacture has one purpose—to perform flawlessly when people need it most. Since 1993, Evenlite has combined engineering, thoughtful design, and precision manufacturing to deliver trusted life safety solutions across commercial, industrial, healthcare, education, hospitality, and architectural environments.

What truly sets Evenlite apart is our people. We value quality, ownership, collaboration, integrity, accountability, and continuous improvement—and empower employees to make meaningful contributions to our customers and one another.

If you're looking for a career where your leadership matters, your ideas are valued, and your work makes a real difference, you'll find that opportunity at Evenlite. Because Lives Depend On Us—and on the people who choose to work here.

POSITION OVERVIEW

The Director of Customer Experience is a senior operational leader responsible for building a disciplined, high-performing customer experience organization and elevating how Evenlite serves customers across the full customer journey. This role establishes the structure, standards, accountability, talent, processes, and cross-functional alignment required to deliver a consistently exceptional experience as the company grows.

We are seeking a proven leader who has transformed teams, raised performance expectations, implemented scalable operating practices, and used data to drive measurable improvement. Initially leading Customer Service, this role is expected to expand its influence and responsibility as the organization evolves, aligning customer-facing and customer-impacting functions. The right candidate will combine executive presence, strong operational instincts, people development, sound judgment, and the ability to create accountability without losing engagement.

Position Duties and Responsibilities (include but are not limited to):

• Own the strategy, performance, and continued evolution of the customer experience function, translating company objectives into clear priorities, standards, and measurable results.
• Build, lead, and develop a high-performance organization with clear roles, expectations, accountability, succession planning, and leadership depth; coach managers and emerging leaders to strengthen performance and decision-making.
• Assess team capabilities, workflows, systems, and service standards; identify gaps and implement a practical roadmap and operating model that creates consistency, discipline, clear escalation paths, and effective cross-functional handoffs.
• Establish meaningful KPIs and dashboards for customer satisfaction, responsiveness, quality, backlog, order accuracy, issue resolution, productivity, and other key drivers; use customer feedback, business data, and root-cause analysis to drive measurable improvement.
• Serve as a senior escalation point for significant customer issues, balancing customer advocacy with sound business judgment and long-term relationship management.
• Partner across Sales, Operations, Engineering, Supply Chain, Production, Shipping, Accounting, and other functions to improve the end-to-end customer journey, remove organizational barriers, and strengthen alignment among customer-facing and customer-impacting teams.
• Assume broader leadership responsibility for complementary functions as business needs and organizational readiness evolve.
• Champion process improvement, automation, technology adoption, and system enhancements; standardize procedures, service models, training, quality standards, and knowledge resources to improve consistency, productivity, scalability, and customer outcomes.
• Provide senior leadership with clear analysis of customer trends, operational performance, risks, resource needs, organizational capability, and recommended actions.
• Lead or support strategic initiatives and change efforts requiring cross-functional leadership, execution discipline, customer perspective, and influence where direct reporting authority may not exist.
• Perform other duties and strategic initiatives as assigned.

Talents and Qualifications (Required):

• Eight (8) or more years of progressive leadership experience in customer service, customer experience, customer operations, commercial operations, or a related function, including significant people-management responsibility.
• Demonstrated success building, restructuring, or materially improving a customer-facing organization, including developing high-performing teams and leaders, establishing accountability, and addressing underperformance.
• Experience implementing structure in a growing or evolving organization, including processes, metrics, operating rhythms, service standards, management discipline, and change leadership.
• Strong business and operational acumen with the ability to understand how customer experience connects to sales, operations, production, supply chain, finance, and company performance.
• Demonstrated ability to lead cross-functional initiatives, influence senior leaders and peers without relying solely on positional authority, and manage multiple priorities in a fast-paced environment.
• Strong analytical capability using KPIs, dashboards, customer data, and business trends to diagnose problems, guide decisions, and improve performance.
• Excellent executive communication, judgment, problem-solving, conflict resolution, and relationship-management skills.
• High proficiency in Microsoft Office and experience with ERP, CRM, customer service, and business intelligence/reporting platforms.
• Bachelor’s degree in Business, Management, Communications, Operations, or a related discipline, or equivalent combination of education and relevant experience.

Preferred Qualifications:

• Experience in manufacturing, engineered products, B2B, distribution, or another environment involving complex orders and cross-functional customer support.
• Experience expanding responsibility across multiple customer-facing or commercial support functions.
• Experience with customer journey mapping, Voice of the Customer programs, CRM optimization, process redesign, or service transformation.

Physical Demands

• While performing the duties of this position, the employee is frequently required to move, traverse, maintain a stationary position, communicate and detect information, with occasional bending, stooping, crouching and kneeling.
• Regularly required to use hands and fingers and operate computer software and equipment, including extended stationary periods and repetitive hand movements.
• Ability to occasionally lift and move objects up to 30 lbs.