Director, Customer Experience & Service Platform

Mactac North America; Stow (OH); On-site; USD 120,000 - 160,000; Full time

Job summary

Mactac North America, headquartered in Stow, Ohio, seeks a Director of Customer Service to transform the organization into a strategic advantage. You will build systems, talent, and culture to deliver a world-class customer experience and elevate the team from transactional support to proactive, insight-driven leadership.

You will drive platform development, process standardization, and cross-functional alignment while setting KPIs and coaching for continuous improvement.

Qualifications

• Bachelor's degree or equivalent with extensive progressive leadership in customer service.
• Experience leading B2B customer service teams and multi-site operations.
• Proven ability to develop VOC programs and customer experience strategies.
• Strong analytical, problem-solving, and data-driven decision-making skills.

Responsibilities

• Develop a scalable customer service operating model to support growth and service excellence.
• Standardize processes and workflows across all customer touchpoints.
• Lead technology enablement with CRM, ERP, knowledge bases, and automation tools.
• Establish Voice of the Customer programs and translate insights into improvements.
• Drive KPIs, performance management, and data-driven coaching across the team.
• Collaborate with Sales, Operations, IT and Finance to align service priorities.

Skills

Leadership

Strategic thinking

People management

Change leadership

Education

Bachelor's degree in a relevant field

High school diploma or GED + 15 years experience

Tools

CRM/ERP systems

Job description

Mactac North America, headquartered in Stow, Ohio, seeks a Director of Customer Service to transform the organization into a strategic advantage. You will build systems, talent, and culture to deliver a world-class customer experience and elevate the team from transactional support to proactive, insight-driven leadership.

You will drive platform development, process standardization, and cross-functional alignment while setting KPIs and coaching for continuous improvement.