Director, Customer Experience & Service Excellence

PSS Industrial Group; Houston (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

PPO Medical & Dental Plans

Vision Insurance

Life & AD&D (basic)

Disability (short & long-term)

FSA for Health & Dependent Care

401(k) with Company Match

Job summary

PSS Cross Country Infrastructure Solutions is seeking a Director of Customer Experience to shape and scale a best-in-class CX operating system across the organization. This role partners with Sales, Operations, Supply Chain, HR, and leadership to drive responsiveness, ownership, and service excellence.

The ideal candidate will have 7+ years of leadership in industrial distribution or related fields, strong analytics, and a track record of building scalable processes, training programs, and CX

Qualifications

• Bachelor's degree preferred or equivalent experience in business, operations, or supply chain.
• 7+ years of leadership in industrial distribution, supply chain, or customer operations.
• Strong analytical and data-driven decision making.
• Excellent communication and leadership abilities.
• Experience building scalable processes and training programs.

Responsibilities

• Develop and implement a company-wide customer experience strategy aligned with business objectives.
• Standardize CX expectations across branches and business units.
• Build scalable service playbooks, escalation processes, and ownership standards.
• Drive responsiveness, communication, issue resolution, and service recovery.
• Establish CX initiatives to improve long-term retention and trust.
• Partner with branch leadership to improve customer-facing execution.
• Identify friction points in the customer journey and implement improvements.
• Lead CX initiatives across the organization and build cross-functional relationships.
• Develop CX training programs and reinforcement/certification.
• Monitor CX metrics and dashboards; utilize data to guide priorities and resources.

Skills

Analytical skills

Communication skills

Leadership abilities

Cross-functional collaboration

KPIs and dashboards

Problem solving

Influence across functions

Education

Bachelor's degree

MBA preferred

Tools

ERP systems

Customer analytics

Multi-location ops software

Job description

PSS Cross Country Infrastructure Solutions is seeking a Director of Customer Experience to shape and scale a best-in-class CX operating system across the organization. This role partners with Sales, Operations, Supply Chain, HR, and leadership to drive responsiveness, ownership, and service excellence.

The ideal candidate will have 7+ years of leadership in industrial distribution or related fields, strong analytics, and a track record of building scalable processes, training programs, and CX