Head of Customer Experience & Commercial Operations

RS Utility Structures Inc; Humble (TX); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Life insurance

Disability insurance

Paid time off

401(k) matching

Growth opportunities

Job summary

RS Utility Structures Inc. in Humble, Texas, is seeking a Director, Customer Support/Success to lead the customer experience, quotations, orders, and cross-functional execution.

You will mentor the Customer Support team, build scalable processes, implement RS Enablement Playbook, and drive continuous improvement across Sales, Operations, Finance, and Logistics.

This on-site role offers growth, leadership impact in a global company, and a path to shaping the future of customer success.

Qualifications

• 15+ years of progressive leadership in customer support/operations in manufacturing.
• 7+ years leading customer service/operations teams.
• Bachelor's or master's in business, supply chain, or related field; MBA preferred.

Responsibilities

• Lead the Customer Support Function with clear priorities, service standards, and performance expectations.
• Develop, mentor, and succession plan for the team across CSR roles.
• Oversee quotation process, pricing validation, and commercial terms.
• Coordinate cross-functional order execution with Operations, Supply Chain, Engineering, Finance, Quality, and Logistics.
• Drive customer experience improvements and governance using the RS Enablement Playbook.

Skills

Leadership in customer support

Cross-functional collaboration

Change management

Data-driven decision making

Manufacturing industry experience

Education

Bachelor's or master's degree in business, supply chain, operations management, engineering, or related field

Tools

ERP systems

CRM systems

Job description

RS Utility Structures Inc. in Humble, Texas, is seeking a Director, Customer Support/Success to lead the customer experience, quotations, orders, and cross-functional execution.

You will mentor the Customer Support team, build scalable processes, implement RS Enablement Playbook, and drive continuous improvement across Sales, Operations, Finance, and Logistics.

This on-site role offers growth, leadership impact in a global company, and a path to shaping the future of customer success.