Head of Customer Experience & Commercial Operations

Resilient Structures; Humble (TX); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

401(k) matching

Paid time off

Job summary

Resilient Structures seeks a Director of Customer Support/Success to lead quotations, orders, and customer communications, while partnering with Sales, Operations, and Finance. This role drives an exceptional customer experience and scalable processes across functions.

The position is on-site in Humble, TX, reporting to the Commercial leadership team, and offers a pathway to shape the customer journey and commercial operations as the business grows.

Qualifications

• Progressive leadership in customer support, sales operations, or commercial operations within manufacturing.
• Experience leading CSR or similar teams and implementing KPIs and dashboards.
• Strong collaboration across Sales, Operations, Supply Chain, Finance, and Quality.

Responsibilities

• Lead the Customer Support function with clear priorities and service standards.
• Mentor managers and representatives to ensure accountability and customer focus.
• Oversee quotation processes, pricing validation, and commercial terms.
• Supervise sales order execution across cross-functional teams.
• Strengthen customer experience and drive continuous improvements.

Skills

Leadership experience

Customer service

Commercial operations

Quotations management

Order management

ERP systems

CRM systems

Process improvement

Stakeholder management

Education

Bachelor's or Master's in business, supply chain, operations management, engineering

Tools

ERP systems

CRM systems

Job description

Resilient Structures seeks a Director of Customer Support/Success to lead quotations, orders, and customer communications, while partnering with Sales, Operations, and Finance. This role drives an exceptional customer experience and scalable processes across functions.

The position is on-site in Humble, TX, reporting to the Commercial leadership team, and offers a pathway to shape the customer journey and commercial operations as the business grows.