Director, Customer Experience & Operations

wabashcareers; Lafayette (IN); On-site; USD 120,000 - 190,000; Full time

Job summary

Wabash is seeking a strategic, people-centered leader to head the Customer Experience team within the Commercial Operations organization. You will connect daily execution to the broader vision, driving sales efficiency and better customer outcomes through standard work, process discipline, and data-informed decisions.

You will coach and develop a high-performing team, partner across functions, implement scalable processes, and champion the One Wabash mindset to turn ideas into world-changing

Qualifications

• Bachelor’s degree in Business, Supply Chain, Operations, Engineering, Customer Experience, or related field required; advanced degree preferred.

Responsibilities

• Lead, coach, develop, and engage a Customer Experience team, creating clarity, accountability, and a culture of service, ownership, and continuous improvement.
• Build and sustain a high-performing team by setting clear expectations, providing regular coaching and feedback, managing performance, and developing talent for current and future business needs.
• Lead the team’s evolution from reactive issue resolution to proactive customer partnership by building capability in root-cause problem solving, communication discipline, and customer insight generation.
• Translate the Customer Experience future-state vision into team priorities, operating rhythms, goals, and measurable outcomes.
• Partner across the Commercial team and cross-functional stakeholders to remove friction and improve end-to-end execution.
• Drive a more seamless and proactive customer journey by improving communication, escalation management, issue resolution, handoffs, and consistency across assigned teams and customer segments.
• Partner with our business analytics resources to use customer, process, ticketing, quote-to-cash, and operational data to identify trends, prioritize improvements, and support root-cause problem solving.
• Establish and reinforce standard work, playbooks, communication expectations, escalation paths, and performance routines that reduce variation and improve scalability.
• Support adoption of customer experience tools and systems, including CRM, ticketing, quoting, workflow, reporting, and other digital enablement efforts.
• Communicate priorities, risks, tradeoffs, and progress while leading the team through change and strengthening the One Wabash mindset.

Skills

Leadership

Customer Experience

Commercial Operations

People Development

Change Management

Data-driven Decision Making

Education

Bachelor’s degree in Business/Operations/Engineering or related field

Advanced degree preferred

Job description

Wabash is seeking a strategic, people-centered leader to head the Customer Experience team within the Commercial Operations organization. You will connect daily execution to the broader vision, driving sales efficiency and better customer outcomes through standard work, process discipline, and data-informed decisions.

You will coach and develop a high-performing team, partner across functions, implement scalable processes, and champion the One Wabash mindset to turn ideas into world-changing