Director, Customer Experience & Events

Direct Supply, Inc.; Milwaukee (WI); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Generous benefits package

Job summary

Direct Supply, Inc. is seeking a Director of Customer Experience & Events to lead how customers experience Direct Supply in person, from visits and events to industry trade shows and executive engagements.

You will build a scalable CX function, set standards, and partner with Marketing, Sales and leadership to align priorities and investments. You will lead a team, develop capabilities, and drive measurable outcomes by leveraging data, technology, and AI to enhance planning, personalization, and

Qualifications

• Set direction, priorities and strategy alignment across teams.
• Make critical judgments balancing business outcomes, risk and speed.
• Design scalable workflows, roles and data-driven processes.
• Align leaders and teams across functions to execute changes.
• Develop talent and capabilities for future AI-enabled operations.

Responsibilities

• Lead the strategy for Direct Supply’s customer experience and events portfolio, including customer events, customer and executive visits, trade shows, sponsorships and other in-person engagements.
• Evolve the function from event execution to a broader customer experience capability with standardized processes and scalable practices.
• Lead the strategy and evolution of customer experience at Direct Supply locations (Main Campus, Innovation & Technology Center).
• Partner with Marketing, Sales, and executive leadership to align CX priorities, plans and investments.
• Develop experiences that connect Direct Supply’s products, technology and expertise to customers’ business needs.
• Lead trade show, sponsorship and external event strategy, including participation and investment priorities.
• Own CX and Events budget and collaborate with VPs to allocate resources and manage spend.
• Establish reporting and measures of effectiveness across visits, events and trade shows using data to improve planning and follow-up.
• Identify opportunities to apply technology, automation and AI to improve planning, personalization and measurement.
• Lead, coach and develop a team with clear expectations and accountability.

Skills

Set Direction & Strategy

Exercise Judgment & Own Decisions

Design & Scale Work Systems

Mobilize Leaders & Teams

Lead & Build Capability

Job description

Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. In the Director, Customer Experience & Events position, you’ll lead how customers experience Direct Supply in person, from customer visits and events to industry trade shows and executive engagements. You’ll lead a team of customer experience professionals and shape the strategy, standards and capabilities that evolve an established events function into a scalable customer experience capability that brings our solutions to life, deepens customer relationships and supports business outcomes.

Skills Needed:

• Set Direction & Strategy - Define where we are heading, why it matters, and what is needed to achieve results. Turn ambiguity into clear priorities and connect day-to-day work to strategy. Use a whole-system view to balance customer, business, capability, and long-term implications and focus teams on the highest-impact opportunities.


• Exercise Judgment & Own Decisions - Navigate complex, cross-system tradeoffs involving business outcomes, risk, speed, and long-term impact. Use critical thinking to determine where human review or escalation is required, challenge assumptions, and take ownership for results and decisions.


• Design & Scale Work Systems - Design how people, processes, decisions, data, technology, and AI work together. Redesign workflows, clarify roles and decision rights, remove friction, create feedback loops, and build scalable work systems that improve the whole system for quality, speed, customer experiences, and results at scale.


• Mobilize Leaders & Teams - Align leaders, stakeholders, and teams across functions, dependencies, and competing priorities. Build commitment to shared outcomes, navigate dynamics, remove systemic barriers, and drive coordinated execution and transformational change.


• Lead & Build Capability - Engage, develop, and recruit top talent with domain depth, systems thinking, AI fluency, and the adaptability needed for the future. Create the context, coaching, feedback, tools, accountability, and culture that enable people and systems to raise the bar and scale impact over time.

What You’ll Do and Impact:

Lead the strategy for Direct Supply’s customer experience and events portfolio, including customer events, customer and executive visits, trade shows, sponsorships and other in-person customer engagements, aligning experiences to customer needs and business priorities. Evolve the function from event execution to a broader customer experience capability by establishing consistent standards, processes and ways of working that allow the team to scale. Lead the strategy and continued evolution of the customer experience at Direct Supply locations, including the Main Campus and Innovation & Technology Center. Partner with Marketing, Sales, business and executive leaders to align customer experience priorities, plans and investments across Direct Supply. Develop experiences that connect Direct Supply’s products, technology, solutions and expertise to customers’ business needs. Lead trade show, sponsorship and external event strategy, including participation, experience and investment priorities. Own the Customer Experience and Events budget and partner with Vice Presidents to align priorities, make investment decisions and manage spend. Establish reporting and measures of effectiveness across customer visits, events and trade shows, using customer, engagement and business data to improve planning, follow-up and results. Identify opportunities to use technology, automation and AI to improve planning, personalization, productivity and measurement. Lead, coach and develop a team, establishing clear expectations and building the capabilities and accountability needed for consistent execution and greater team capacity.

Experience:

• 10+ years of experience leading sophisticated, technology-forward B2B customer events and experiences.


• 5+ years of people leadership experience, including developing Partners, building team capabilities and establishing clear accountability for results.


• Track record of success developing customer experience and event strategies and leading complex, cross-functional work with senior and executive leaders.


• Experience managing budgets and aligning investment priorities and tradeoffs with senior and executive leaders.


• Experience using customer, event and business data to inform strategy, investment decisions and continuous improvement.

Additional Items of Interest:

• Experience translating complex technology, products or solutions into engaging customer experiences.


• Experience applying technology, automation or AI to improve experience planning, personalization, productivity or measurement.

Job to be performed in the location listed.

Generous benefit package available.

About Us:

© 2013 to 2026 Direct Supply, Inc. All rights reserved. Direct Supply delivers solution-driven platforms, products and services to help solve the toughest challenges facing Senior Living and Healthcare. For more than 35 years, we’ve grown consistently while expanding our offering of innovative solutions for virtually every critical area of senior health across the continuum of care. If you asked our 1,200+ Partners what separates Direct Supply from other applied technology companies, it’s that we are 100% employee owned and driven to work with a purpose. Every day, we strive to honor our mission of enhancing the lives of millions of seniors and healthcare professionals in a results-oriented agile environment that gives our Partners the necessary tools and flexibility to truly bring what’s next to Healthcare. Ready to make a difference?