Sr Director Customer Experience

Coca-Cola Consolidated; Charlotte (NC); On-site; USD 180,000 - 230,000; Full time

Job summary

Coca-Cola Consolidated in Charlotte, NC is seeking a Sr. Director of Customer Experience to lead the Customer Connection Hub across Equipment Service, Customer Service, Customer Excellence, and Customer Experience.

You will drive service quality, digital adoption, and customer outcomes while managing resources, headcount, and expenses. You will partner with Technology, CONA, and analytics teams to remove barriers, improve processes, and foster a culture of accountability, development, and

Qualifications

• Bachelor degree in business, finance, marketing, or related field.
• Ten+ years of progressive leadership in customer experience or operations.
• Three+ years leading managers and directors.

Responsibilities

• Oversee Customer Experience and Service Operations performance with revenue growth focus.
• Lead workforce planning, budgeting, and organizational design for scalability.
• Drive service excellence, field execution, and issue resolution with cross-functional partners.
• Champion continuous improvement using analytics and process optimization.
• Lead digital commerce, loyalty, and self-service strategies to strengthen customer relationships.
• Develop and mentor leaders, ensuring succession planning and accountability.

Skills

Customer experience leadership

Budget management

Cross-functional leadership

Data analytics

Education

Bachelor degree in business or related field

Tools

MS Office 365

Job description

Locations: Charlotte

Uncap Your Potential at America's Largest Coca-Cola Bottler — Pour Your Passion into Purpose!

We're more than beverages—we're building meaningful careers and vibrant communities. Join our team where your talent meets purpose, and every teammate directly shapes our success.

• Career Growth: Clear pathways to advance and develop your career
• Competitive Benefits: 401(k) match + health coverage + employee stock purchase plan
• Purpose-Driven: Create meaningful impact in the communities you serve
• Professional Development: Dedicated training + personalized mentorship

Join us - your refreshing new chapter starts here!

Job Overview

The Sr. Director, Customer Experience leads the Customer Connection Hub’s customer-facing service, digital engagement, and customer excellence organization across four integrated lines of business: Equipment Service, Customer Service, Customer Excellence, and Customer Experience. This role is accountable for the service and digital capabilities that support revenue growth, profitability, and customer satisfaction, while overseeing the resources, organizational design, headcount, and operating expenses required to deliver results. The position directs a multi-layered organization and ensures performance objectives, service levels, and operational metrics are consistently achieved through effective leadership, coaching, and talent development.

In partnership with the Vice President, Customer Connection Hub, the Sr. Director drives business results by enhancing service execution across Region Sales and Equipment Services while collaborating closely with Technology, Transformation & Capabilities, Business Process & Systems, Coke One North America (CONA), and Data & Analytics teams. The role advances automation, digital adoption, and process improvement initiatives that improve field effectiveness and customer outcomes. This leader also works directly with customers to remove operational barriers, strengthen service delivery, and foster a culture that engages, develops, and inspires teammates.

The Sr. Director has direct accountability for Equipment Service operations, Customer Service resolution and contact center performance, Customer Excellence capabilities, and Customer Experience strategy, including digital commerce, loyalty, and self-service growth. Collectively, these functions own the end-to-end customer connection experience across service, human support, and digital channels. The role is responsible for integrating these capabilities to deliver consistent, efficient, and automation-enabled customer experience while continuously improving service quality, operational standards, and business performance.

Duties & Responsibilities

• Own enterprise Customer Experience and Service Operations performance, establishing strategies and priorities that drive revenue growth, profitability, customer retention, operational excellence, and achievement of service commitments.
• Lead business and workforce planning across all functions, directing operating plans, organizational design, resource allocation, talent strategy, and investment decisions to ensure scalability, efficiency, and long-term business success.
• Drive customer service and equipment service excellence, partnering across operations to optimize service delivery, field execution, responsiveness, reliability, and resolution of critical customer and business issues.
• Champion customer excellence and continuous improvement, leveraging analytics, root-cause problem solving, and cross-functional collaboration to remove operational barriers, improve customer outcomes, and enhance business processes.
• Lead the enterprise customer experience, digital commerce, and loyalty strategy, advancing digital adoption, self-service capabilities, innovation, and customer engagement to strengthen growth and customer relationships.
• Influence and align enterprise-wide execution, building partnerships across Sales, Operations, Supply Chain, Finance, Technology, and Equipment Services to drive transformation, automation, accountability, and strategic business results.
• Develop high-performing leaders and teams, fostering a culture of accountability, engagement, development, and results while ensuring strong succession planning and organizational effectiveness.
• Other duties as assigned

Knowledge, Skills, & Abilities

• Experience with a DSD environment and an understanding of CCCI go-to-market strategies for Sales and Equipment Service Operations.
• Demonstrated ability to influence cross-functional leaders and customers at all organizational levels to drive action through teams the role does not directly control.
• Strong analytical and root-cause problem-solving skills, with the ability to interpret customer and operational data to drive decision-making.
• Demonstrated success managing budgets, expense plans, and investment portfolios.
• Excellent written and oral communication skills, with transparent communication when making critical decisions that impact teammates, the contact center, customers, and business partners.
• Five or more years of experience with MS Office 365, specifically Word, Excel, and PowerPoint.

Minimum Qualifications

• Bachelor degree in Business, Finance, Accounting, Marketing, Business Management, Communications, Operations, or Human Resources.
• Ten or more years of progressive leadership experience in customer experience, customer operations, field operations, contact center, digital commerce, or commercial strategy with consumer-packaged goods or direct service delivery environments.
• Three or more years leading a team, including demonstrated success developing manager-level and director-level leaders.

Preferred Qualifications

• 10+ years in consumer-packaged goods, retail, distribution, foodservice, or B2B commerce environments.
• Expertise in process optimization, customer journey mapping, and operational excellence methodologies.
• Experience with digital commerce platforms, loyalty platforms, customer analytics, and Voice of Customer programs
• Experience with call center working knowledge of workforce management, quality, and productivity metrics
• Experience leading equipment or field service scheduling and dispatch operations.
• Experience collaborating with Transformation and Capabilities teams on enterprise initiatives, evaluating business processes, systems, and tools, and designing scalable business solutions

Work Environment

In office environment, based in Charlotte, NC, with travel to Market Units, Regional Operations Centers, and customer locations as business needs require. 20% travel.

Equal Opportunity Employer - All qualified applicants will be considered for employment without regard to disability, protected veteran status, or any other characteristic protected by applicable law.