Head of CX Strategy & Enterprise Execution

Henry Schein One

Northern (KY)

Hybrid

USD 172,000 - 215,000

Full time

2 days ago

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Benefits offered by this job

Health coverage

Retirement plan

Paid time off

Parental leave

Wellbeing resources

Education support

Job summary

Henry Schein One is seeking a Sr. Director, Customer Experience & Strategic Execution, to unify escalation management, customer journey, HyperCare, and PMO across Product, Technology, Support, Onboarding, and Sales.

The role centers on driving retention, onboarding outcomes, service quality, and strategic initiative execution. The ideal candidate will have 7–12+ years of leadership experience, a relevant degree, and strong skills in strategy, budgeting, and cross-functional leadership.

Qualifications

7-12+ years of progressive leadership experience in a related professional discipline.
Bachelor's degree or global equivalent in a related field.
Project management experience and/or certifications (CAPM, PMP, Project+, or equivalent).
Demonstrated AI literacy, including experience with LLMs, data structures, and AI-enabled business applications.
Proven leadership experience with a track record of building high-performing teams and delivering business results.
Deep experience managing executive-level customer escalations and driving root-cause resolution.
Strong executive presence, business acumen, and emotional intelligence, with the ability to provide constructive pushback while strengthening relationships.
Experience with strategic planning, budgeting, forecasting, and resource management.
Proven success building and scaling customer-facing programs and experiences within B2B and SMB environments.
Exceptional written, verbal, presentation, and documentation skills.
Strong customer focus, conflict-resolution skills, and the ability to navigate difficult conversations and high-pressure situations.
Demonstrated ability to build cross-functional partnerships, influence stakeholders, and drive alignment across diverse teams.
Advanced analytical, decision-making, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
Strong understanding of industry best practices, business processes, tools, systems, and operational procedures.
Advanced experience working with cloud-based (SaaS) and client/server technologies, including enterprise software environments.
Knowledge of regulatory compliance requirements.
Advanced technical knowledge of enterprise infrastructure and applications, including networking, WANs, Citrix, virtual servers, SQL Server, hosted solutions, and third-party integrations.
Advanced proficiency with Microsoft Office, CRM platforms, SaaS applications, and related business technologies.
Professional appearance and executive-level communication and presentation skills.

Responsibilities

Build, lead and develop a multi-discipline organization of approximately 20 team members.
Design and own a single enterprise escalation intake, ownership and closure process.
Serve as the senior accountable leader for critical customer escalations.
Establish and govern a recurring root-cause review to drive prevention mechanisms.
Own the end-to-end customer journey map and Voice of Customer program.
Lead the HyperCare program for the first 120 days after go-live.
Define new leading indicators for customer experience and partner with Data & Analytics.
Direct the enterprise PMO responsible for portfolio governance and strategic programs.
Institutionalize the operating rhythm for strategic priorities and executive scorecards.
Identify and scale AI-enabled internal processes in partnership with Support, IT and Data & Analytics.
Develop the annual strategy, objectives, budget and staffing plan for the function.
Hire, coach and develop managers and senior professionals; build succession depth.