Director of Customer Experience & Service Delivery

Coca-Cola Bottling Co. Consolidated

Charlotte (NC)

On-site

USD 120,000 - 160,000

Full time

3 days ago

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Benefits offered by this job

Career growth

Competitive benefits

Purpose-driven

Professional development

Job summary

Coca-Cola Bottling Co. Consolidated seeks a Director of Customer Experience to lead the Customer Connection Hub and Equipment Services scheduling/dispatch, delivering first-response resolutions and an automation-enabled operating model.

You will direct managers, supervisors, and frontline leads across sales support, productivity, and logistics to meet performance metrics. The role partners with Sales Strategy, Process teams, and National Accounts to evolve customer service workflows and drive

Qualifications

Bachelor's degree or higher.
5+ years experience with MS Office 365 (Word/Excel/PowerPoint).
Experience leading teams in a call center or customer service environment.
Ability to influence at all levels and handle complex priorities.
Strong written and oral communication skills.

Responsibilities

Lead customer service, contact center, and equipment services operations to deliver exceptional customer experiences.
Direct issue resolution, escalation management, and service execution strategies.
Oversee scheduling, dispatch, logistics, and resource planning for equipment services.
Drive process improvements through automation and cross-functional collaboration.
Partner with Sales, Operations, and Marketing to execute commercial strategies.
Develop leaders through coaching, workforce planning, and performance management.
Perform other duties as assigned.