Global Head of Customer Success & Experience

Web Industries Inc; Marlborough (MA); On-site; USD 130,000 - 165,000; Full time

Benefits offered by this job

Employee-owned (ESOP) company

Job summary

Web Industries is seeking a Global Director of Customer Service in Marlborough, MA to lead a comprehensive, company-wide approach to customer success and order fulfillment. The role establishes policies, metrics, and onboarding processes while coordinating with sales, IT, operations, and HR to optimize customer experience.

The candidate will drive leadership across the customer care organization, ensuring professional staff development and adherence to ITAR/DFARS.

Qualifications

• Bachelor’s Degree in related discipline or 5–10 years’ experience in customer service.
• Experience with ITAR/contract management requirements.
• Strong conflict resolution and customer relations skills.
• Excellent organizational skills and attention to detail.
• Proficiency in corrective action processes and root cause analysis.
• Demonstrated cross-functional leadership and teamwork.
• Knowledge of order management, ERP, CRM systems, and MS Office.

Responsibilities

• Lead a company-wide customer service strategy and policies.
• Develop and monitor customer operations metrics and onboarding.
• Coach and develop the customer care team; collaborate with CSRs and Supervisors.
• Coordinate with Plant Managers, shipping, and scheduling for timely responses.
• Analyze order trend data and propose improvements.
• Investigate customer issues; coordinate with quality for resolutions.
• Ensure terms compliance with ITAR/DFARS for new proposals.
• Maintain relationships with customers and internal teams; drive continuous improvement.

Skills

Leadership

Customer service management

MS Office proficiency

ERP experience

BI tools

Root cause analysis

Communication

Education

Bachelor's degree in related discipline

5–10 years customer service experience

Tools

CRM systems

Order fulfillment systems

ERP systems

Job description

Web Industries is seeking a Global Director of Customer Service in Marlborough, MA to lead a comprehensive, company-wide approach to customer success and order fulfillment. The role establishes policies, metrics, and onboarding processes while coordinating with sales, IT, operations, and HR to optimize customer experience.

The candidate will drive leadership across the customer care organization, ensuring professional staff development and adherence to ITAR/DFARS.