Head of Customer Experience - Commercial Operations

Wabash; Indianapolis (IN); On-site; USD 120,000 - 190,000; Full time

Job summary

Wabash is seeking a strategic Customer Experience leader to guide a dedicated CX team within Commercial Operations in Indianapolis. You will drive a proactive, scalable customer experience by standardizing processes, enabling digital tools, and partnering with sales and operations to improve outcomes.

The role focuses on translating strategy into priorities, building team capability, and driving continuous improvement across the end-to-end customer journey.

Qualifications

• 8+ years of progressive leadership experience in customer experience or related functions.
• Experience building, leading, and developing high-performing teams.
• Proven ability to drive change and process improvements across cross-functional teams.
• Experience partnering across complex organizations to improve customer outcomes.

Responsibilities

• Lead, coach, develop, and engage a Customer Experience team with a culture of service and continuous improvement.
• Build a high-performing team through clear expectations, coaching, and performance management.
• Evolve team from reactive support to proactive customer partnerships with root-cause analysis and customer insights.
• Translate CX future-state vision into priorities, rhythms, goals, and measurable outcomes.
• Partner with Commercial and cross-functional teams to remove friction and improve end-to-end execution.
• Improve customer journey through better communications, escalation, and handoffs.

Skills

Leadership

Cross-functional collaboration

Data-informed decision making

Customer experience

Change management

Communication

Strategic thinking

Problem solving

Business acumen

Influence

Education

Bachelor’s degree in Business / Supply Chain / Operations / Engineering / Customer Experience

Advanced degree preferred

Tools

CRM systems

Ticketing/quoting/workflow platforms

Job description

Wabash is seeking a strategic Customer Experience leader to guide a dedicated CX team within Commercial Operations in Indianapolis. You will drive a proactive, scalable customer experience by standardizing processes, enabling digital tools, and partnering with sales and operations to improve outcomes.

The role focuses on translating strategy into priorities, building team capability, and driving continuous improvement across the end-to-end customer journey.