Senior Director, Customer Experience & Service

Coca-Cola Bottlers (CONA Services); Charlotte (NC); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

401(k) match

Health coverage

Employee stock purchase plan

Job summary

Coca-Cola Bottlers (CONA Services) seeks a Sr. Director of Customer Experience to lead the Customer Connection Hub, overseeing Customer Service, Equipment Service, and digital channels from Charlotte, NC.

The role drives revenue growth, service excellence, and customer satisfaction while shaping organization design, headcount, and expenses. Collaborate with Technology, Transformation & Capabilities, and Data & Analytics teams to advance automation, digital adoption, and process improvements that

Qualifications

• Bachelor degree as listed in Minimum Qualifications.
• 10+ years of progressive leadership in CX, customer operations, field operations, contact center, digital commerce, or commercial strategy in consumer-packaged goods or direct service delivery.
• 3+ years leading a team, including manager-level and director-level leadership.

Responsibilities

• Own enterprise Customer Experience and Service Operations performance.
• Lead workforce planning across functions, directing operating plans and resource allocation.
• Drive customer and equipment service excellence and field execution.
• Champion customer excellence and continuous improvement using analytics and cross-functional collaboration.
• Lead enterprise customer experience, digital commerce, and loyalty strategy.
• Align enterprise-wide execution with Sales, Operations, Supply Chain, Finance, Technology, and Equipment Services.
• Develop high-performing leaders and teams with accountability and succession planning.
• Other duties as assigned.

Skills

Leadership

Cross-functional influence

Analytical skills

Budget management

Communication

MS Office 365

Education

Bachelor's degree in Business, Finance, Accounting, Marketing, Business Management, Communications, Operations, or HR

MBA or equivalent (preferred)

Tools

MS Office 365

Word

Excel

PowerPoint

Job description

Coca-Cola Bottlers (CONA Services) seeks a Sr. Director of Customer Experience to lead the Customer Connection Hub, overseeing Customer Service, Equipment Service, and digital channels from Charlotte, NC.

The role drives revenue growth, service excellence, and customer satisfaction while shaping organization design, headcount, and expenses. Collaborate with Technology, Transformation & Capabilities, and Data & Analytics teams to advance automation, digital adoption, and process improvements that