Director of Customer Experience

SALARY RANGE: $100,00-120,000 Salary is based on education and years of experience. 

JOB SUMMARY 

CrossCountry Freight Solutions is looking for a dynamic and experienced Director of Customer Experience to lead our customer-facing teams and shape the future of how we serve our clients. In this role, you will own the strategy, structure, and day-to-day performance of our Customer Service and Account Management organizations—ensuring every customer interaction reflects the quality and care that defines our brand. 

This is a leadership role that sits at the intersection of strategy and execution. You will build and coach high-performing teams, drive cross-functional collaboration with Sales, Operations, and other functional departments, and use data and customer feedback to continuously improve how we deliver value. Whether you are resolving a high-stakes account challenge, establishing tiered service standards, or developing your team members, your decisions will directly impact customer retention, satisfaction, and long-term growth. 

ESSENTIAL JOB DUTIES 

• Lead, develop, and hold accountable a multi-team customer experience organization including Customer Service and Account Management. 
• Establish clear performance expectations, KPIs, and service standards; provide ongoing coaching and development to direct reports and their teams. 
• Build a scalable department structure that supports business growth and delivers a consistent, high-quality customer experience at every tier. 
• Define and execute a customer experience strategy aligned with CCFS’s growth, retention, and service objectives. 
• Establish and manage tiered service models that ensure the right level of support is matched to each customer relationship. 
• Serve as the voice of the customer, surfacing insights, identifying systemic gaps, and driving improvements that enhance satisfaction and loyalty. 
• Oversee proactive account management activities for high-value clients, including onboarding, business reviews, and relationship outreach. 
• Monitor account health and revenue trends; ensure Sales and operational teams are engaged and accountable when performance changes require attention. 
• Guide the team in balancing strategic relationship management with efficient delegation of day-to-day service needs. 
• Partner with multiple departments to align priorities, resolve complex customer issues, and improve the end-to-end experience. 
• Own the escalation path for high-impact customer situations, ensuring swift resolution with appropriate stakeholder involvement. 
• Lead process improvement and automation initiatives that reduce manual work, improve efficiency, and support customer self-service over time. 
• Develop reporting and dashboards that provide leadership with clear visibility into team performance, account health, and customer satisfaction trends. 

MINIMUM REQUIREMENTS 

• 5+ years of experience in customer experience, account management, or customer service leadership, with 2+ years in a director-level role. 
• Proven ability to lead and develop multi-team organizations in a fast-paced, service-driven environment. 
• Strong analytical mindset; comfortable using data to identify trends, measure performance, and drive decisions. 
• Track record of successful cross-functional collaboration and holding peers accountable to shared outcomes. 
• Excellent communication skills; confident presenting to senior leadership and engaging directly with key clients. 
• Experience in freight, logistics, or transportation is a plus but not required. 

BENEFITS: 

• Medical, Vision, Dental, Supplemental, and Life Insurances available. 
• Paid time off, paid holidays, paid community volunteer time 
• 401k retirement plan