Director, Customer Experience & Commercial Operations

Resilient Structures; Humble (TX); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Paid time off

Career growth opportunities

Job summary

Resilient Structures seeks a Director of Customer Experience & Commercial Operations (Director, Customer Support/Success) to lead the teams and systems delivering quotations, orders, and customer communications. You will partner with Sales, Operations, Finance, Supply Chain, Engineering, Quality, and Logistics to ensure accurate, responsive execution and a best-in-class customer experience.

You will coach, mentor, and develop talent, establish scalable processes, and drive continuous improvement

Qualifications

• 15+ years of leadership in customer support, service, or commercial ops within manufacturing.
• 7+ years leading CSR or commercial ops teams.
• Bachelor's or Master's in business, supply chain, operations management, engineering, or related field; MBA preferred.

Responsibilities

• Lead the Customer Support Function with clear priorities and service standards.
• Develop and mentor Customer Support Managers and Representatives.
• Oversee quotation processes, pricing validation, and commercial terms for customer-specific requirements.
• Oversee sales order management from entry to delivery and ensure timely, accurate execution.
• Strengthen customer experience and drive continuous improvements in processes and communications.
• Establish KPIs, dashboards, and reporting to measure performance and identify improvements.
• Oversee systems, data quality, pricing, quotations, and customer information across ERP/CRM.
• Coordinate logistics to support delivery requirements and resolve related challenges.
• Maintain governance, quality, and documentation across commercial activities.

Skills

Leadership

Customer focus

Change management

Cross-functional leadership

Strategic planning

Data-driven decisions

Education

Bachelor's/Master's in business or related field

Tools

ERP systems

CRM systems

MS Excel

Dashboards/BI

Job description

Resilient Structures seeks a Director of Customer Experience & Commercial Operations (Director, Customer Support/Success) to lead the teams and systems delivering quotations, orders, and customer communications. You will partner with Sales, Operations, Finance, Supply Chain, Engineering, Quality, and Logistics to ensure accurate, responsive execution and a best-in-class customer experience.

You will coach, mentor, and develop talent, establish scalable processes, and drive continuous improvement