Head of Customer Experience & Global Service Operations

ITW

Appleton (WI)

On-site

USD 140,000 - 190,000

Full time

14 days+

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Job summary

ITW in the Welding Segment seeks a Director, Customer Experience & Service Operations to establish and lead the segment strategy for customer experience, service excellence and aftermarket growth, driving loyalty and profitable growth.

Working with VP/GMs, Sales Leaders, Service Managers, Product Management and regional teams worldwide, you will advance service standards, governance, network performance and cross-functional collaboration to deliver a differentiated, end-to-end customer

Qualifications

Must have a bachelor’s degree in a related field.
10+ years’ experience in a related field.
Experience leading customer experience, service operations, aftermarket, or commercial support within complex industrial businesses.

Responsibilities

Develop and execute the segment strategy for customer experience, service excellence, warranty governance, and aftermarket growth.
Partner with VP/GMs and leaders to establish customer-facing metrics and service standards.
Lead development and continuous improvement of segment-wide service capabilities and processes.
Oversee warranty governance to identify issues, improve reliability and reduce costs.
Govern service networks with authorized providers and partners to ensure global quality.