Director, Customer Experience & Operations

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

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