Director, Customer Experience & Events

Direct Supply; Milwaukee (WI); On-site; USD 140,000 - 210,000; Full time

Job summary

Direct Supply is hiring for a Director, Customer Experience & Events to shape how customers experience our in-person events and engagements. You will lead a team of CX professionals and mature an events function into a scalable CX capability that connects our solutions with customer needs and business goals.

You will partner with Marketing, Sales, and executives to align priorities, manage the CX budget, and drive measurable impact across customer visits, trade shows, and executive engagements,

Qualifications

• Provide strategic direction to customer experience (CX) and events functions.
• Show strong decision-making with cross-functional tradeoffs.
• Design scalable workflows, data flows, and automation for CX & events.
• Align leaders across functions to drive joint outcomes and execution.
• Develop team capabilities and culture to raise performance over time.

Responsibilities

• Lead the strategy for Direct Supply’s CX and events portfolio (customer events, visits, trade shows, executive engagements).
• Evolve the function from event execution to a scalable CX capability with standard processes.
• Lead CX at Direct Supply locations (Main Campus, Innovation & Technology Center).
• Partner with Marketing, Sales, and executives to align CX priorities and investments.
• Develop experiences linking Direct Supply products and solutions to customer needs.
• Lead trade shows, sponsorships and external event strategy and investments.
• Own CX & Events budget; collaborate with VPs to set priorities and manage spend.
• Establish reporting measures using customer, engagement, and business data.
• Identify opportunities to use technology, automation, and AI to improve planning and personalization.
• Lead, coach, and develop a high-capacity team with clear expectations.

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.

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.

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