Director, Customer Experience & Logistics Strategy

Stone Alliance Group Career Page; Houston (TX); Remote; USD 140,000 - 200,000; Full time

Job summary

Stone Alliance Group is seeking a Director, Customer Experience & Logistics in Miami, FL or remote. You will lead Customer Service, Customer Logistics, and Distribution Planning to drive scalable processes that support growth and improve the customer experience.

The ideal candidate has 10+ years in supply chain leadership, deep DRP/logistics knowledge, and success with process automation, 3PL management, and ERP initiatives in a high-growth environment.

Qualifications

• Bachelor's degree in supply chain, operations, business or related field.
• At least 10 years of progressive leadership in supply chain operations including logistics.
• Experience managing and developing direct reports in customer service/logistics.
• Deep knowledge of Distribution Requirements Planning, logistics management, and network design.
• Proven success implementing process automation and scalable systems in high-growth settings.
• Experience managing 3PLs and other third-party service partners.
• Strong business judgment and a continuous improvement mindset.
• Excellent leadership, collaboration, communication and change management skills.

Responsibilities

• Lead the customer service function across the order lifecycle with fast, accurate support.
• Develop standardized, scalable processes for case resolution and order accuracy.
• Drive automation initiatives to increase efficiency and reduce manual work.
• Partner with third-party service providers to meet evolving needs.
• Build controls for accurate order fulfillment, returns processing, and invoicing.
• Partner with Finance to optimize the order-to-cash cycle.
• Onboard new customers with EDI setup, item conversions, and routing guides.
• Own outbound and reverse logistics including carrier management and returns.
• Negotiate contracts with parcel, LTL, FTL, 3PL and other providers.
• Develop logistics strategy balancing speed, cost and customer experience.
• Lead automation of key logistics workflows and ERP initiatives.
• Establish OTIF metrics and drive cross-functional issue resolution.
• Lead continuous improvement to strengthen logistics efficiency and sustainability.
• Develop and lead Distribution Requirements Planning to meet demand.

Skills

Strategic leadership

Supply chain optimization

Customer service leadership

Logistics management

Vendor management

Change management

Cross-functional collaboration

Education

Bachelor's degree in supply chain, operations, business

MBA or advanced degree preferred

Tools

EDI integrations

TMS

WMS

ERP platforms

Job description

Stone Alliance Group is seeking a Director, Customer Experience & Logistics in Miami, FL or remote. You will lead Customer Service, Customer Logistics, and Distribution Planning to drive scalable processes that support growth and improve the customer experience.

The ideal candidate has 10+ years in supply chain leadership, deep DRP/logistics knowledge, and success with process automation, 3PL management, and ERP initiatives in a high-growth environment.