Director, Customer Experience & Service Operations

Coca-Cola Consolidated; Charlotte (NC); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Career growth

401(k) match

Health coverage

Employee stock purchase plan

Professional development

Purpose-driven culture

Job summary

Coca-Cola Consolidated in Charlotte, NC, seeks a Director of Customer Experience (Service) to lead the Customer Connection Hub and Equipment Services scheduling and dispatch, owning first-response resolutions and a unified, automation-enabled operating model.

You will guide managers and frontline leaders, drive performance through coaching and data-driven decisions, and partner with Sales, Operations, and finance to improve service levels and customer satisfaction.

Qualifications

• Bachelor's degree required.
• 1 year of call center experience required.
• 2+ years leading teams with coaching and development.
• DSD environment experience and go-to-market knowledge.
• Strong ability to influence at all levels and manage competing priorities.
• 5+ years of MS Office 365 experience (Word, Excel, PowerPoint).
• Excellent written and oral communication skills.

Responsibilities

• Lead customer service, contact center, and equipment services operations to deliver exceptional customer experiences and meet service-level commitments.
• Direct issue resolution, escalation management, and service execution strategies using data to improve results.
• Oversee scheduling, dispatch, logistics, and resource planning for timely service delivery.
• Drive operational excellence by streamlining processes, leveraging automation, and increasing productivity and quality.
• Partner with Sales, Operations, Equipment Services, Marketing, and other leaders to execute commercial strategies and support growth.
• Lead and develop organizational capability through coaching, workforce planning, succession, and performance accountability.
• Perform other duties as assigned.

Skills

Leadership

Communication

Analytical thinking

MS Office 365

Cross-functional collaboration

Education

Bachelor's degree

Job description

Coca-Cola Consolidated in Charlotte, NC, seeks a Director of Customer Experience (Service) to lead the Customer Connection Hub and Equipment Services scheduling and dispatch, owning first-response resolutions and a unified, automation-enabled operating model.

You will guide managers and frontline leaders, drive performance through coaching and data-driven decisions, and partner with Sales, Operations, and finance to improve service levels and customer satisfaction.