Director, Customer Experience & Service Delivery

Heartland Coca-Cola Bottling Company, LLC; Charlotte (NC); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) match

Health coverage

Employee stock purchase plan

Job summary

Heartland Coca-Cola Bottling Company, LLC is seeking a Director of Customer Experience (Service) to lead the Customer Connection Hub (CCH) and Equipment Services scheduling and dispatch. You will own service delivery, drive automation-enabled processes, and ensure first-rate issue resolution across the network.

You'll manage managers, supervisors, and frontline leaders, align with Sales and Transformation teams, and push performance metrics through coaching, training, and servant leadership

Qualifications

• One year of call center experience.
• Two years minimum experience leading teams.
• Experience with a Direct-Service Delivery (DSD) environment and go-to-market strategies for Sales and Equipment Service Operations.
• Advanced ability to influence others at all levels and to deliver against complex, competing priorities with time-sensitive and critical deadlines.
• Excellent written and oral communication skills.
• 5+ years of MS Office 365 experience.

Responsibilities

• Lead customer service, contact center, and equipment services operations to deliver exceptional customer experiences, achieve service-level commitments, and drive business performance.
• Direct customer issue resolution, escalation management, and service execution strategies, using business insights and performance data to improve results and optimize operational effectiveness.
• Oversee end-to-end equipment services scheduling, dispatch, logistics, and resource planning to ensure timely, cost-effective service delivery across the network.
• Drive operational excellence and continuous improvement by streamlining processes, eliminating duplication, leveraging automation, and enhancing productivity, quality, and customer engagement.
• Partner with Sales, Operations, Equipment Services, Marketing, and other cross-functional leaders to execute commercial strategies, improve service capabilities, and support business growth.
• Lead, develop, and optimize organizational capability through effective leadership, coaching, workforce planning, succession management, and performance accountability.
• Other duties as assigned

Skills

Cross-functional influence

Analytical thinking

Communication skills

MS Office 365 (Word, Excel, PowerPoint

Education

Bachelor's degree in Business/related field

Tools

MS Office 365

Job description

Heartland Coca-Cola Bottling Company, LLC is seeking a Director of Customer Experience (Service) to lead the Customer Connection Hub (CCH) and Equipment Services scheduling and dispatch. You will own service delivery, drive automation-enabled processes, and ensure first-rate issue resolution across the network.

You'll manage managers, supervisors, and frontline leaders, align with Sales and Transformation teams, and push performance metrics through coaching, training, and servant leadership