Head of Customer Experience & Service Excellence

TRIDENT SOLUTIONS; Sherman (TX); Hybrid; USD 120,000 - 150,000; Full time

Job summary

TRIDENT SOLUTIONS in Plano, TX is seeking a Director of Customer Service to lead a 20+ person team and shape the customer experience across channels. The role focuses on strategy, structure, and continuous improvement to ensure responsive, high-quality service.

The position requires a strong track record in customer operations, a data-driven mindset, and experience with CRM platforms like Salesforce and Service Cloud. Occasional travel to Sherman, TX is expected.

Qualifications

• Bachelor’s degree preferred.
• 10+ years of progressive experience in customer service or customer operations.
• At least 5 years in a leadership role leading 20+ people.
• Experience leading a B2B team in manufacturing or industrial settings.
• Experience with CRM systems and customer service technology platforms.

Responsibilities

• Lead, coach, and inspire a customer service team of 20+ representatives, supervisors, and support staff.
• Set strategy, structure, and operating standards for the team to improve service levels and customer satisfaction.
• Collaborate with Sales, Supply Chain, and Operations to streamline order fulfillment and billing processes.
• Develop dashboards and reporting to track performance against SLAs and KPIs.

Skills

Leadership

Data-driven decisions

Change leadership

Customer-focused

Cross-functional collaboration

Education

Bachelor's degree preferred

Tools

Salesforce

Service Cloud

Job description

TRIDENT SOLUTIONS in Plano, TX is seeking a Director of Customer Service to lead a 20+ person team and shape the customer experience across channels. The role focuses on strategy, structure, and continuous improvement to ensure responsive, high-quality service.

The position requires a strong track record in customer operations, a data-driven mindset, and experience with CRM platforms like Salesforce and Service Cloud. Occasional travel to Sherman, TX is expected.