Head of Customer Experience & Commercial Operations

Wabash; Lafayette (IN); On-site; USD 140,000 - 210,000; Full time

Job summary

Wabash is seeking a strategic, people-centered leader to head a Customer Experience team within its Commercial Operations organization. The role focuses on building capability, partnering across functions, and driving proactive, scalable CX that links daily execution to the broader Commercial Operations vision.

Responsibilities include coaching, performance management, and transforming reactive support into proactive customer partnerships using data-informed decisions and standard work.

Qualifications

• 8+ years of progressive leadership experience in customer experience, commercial operations, or related functions.
• Ability to build, lead, develop, and engage high-performing teams.
• Experience partnering across complex cross-functional teams to improve customer outcomes.

Responsibilities

• Lead and develop a Customer Experience team with coaching and performance management.
• Drive standard work, process discipline, and scalable CX operations.
• Partner with Commercial and cross-functional teams to reduce friction and improve end-to-end execution.

Skills

Leadership

Cross-functional collaboration

Change management

Communication

Data-driven decision making

Customer experience operations

Education

Bachelor’s degree in Business/Operations/Engineering

Tools

CRM systems

Ticketing systems

Dashboards/Analytics tools

Job description

Wabash is seeking a strategic, people-centered leader to head a Customer Experience team within its Commercial Operations organization. The role focuses on building capability, partnering across functions, and driving proactive, scalable CX that links daily execution to the broader Commercial Operations vision.

Responsibilities include coaching, performance management, and transforming reactive support into proactive customer partnerships using data-informed decisions and standard work.