Director of Customer Experience

Keller Executive Search is partnering with a growing business in the commercial furniture and wholesale distribution sector to appoint a Director of Customer Experience.

The Director will bring multisite service teams together under a consistent, accountable operating model while preserving valuable local knowledge and customer relationships. The mandate includes developing leaders, standardizing workflows from order placement through post-sale support, improving cross-functional coordination, and establishing meaningful measures for response time, resolution, order accuracy, and customer satisfaction.

The successful candidate will define process and data requirements, evaluate service technology, and implement practical automation that improves productivity and scalability. This hands-on leader will move comfortably between long-term planning, team coaching, complex escalations, and daily operational problem-solving.

Key Responsibilities

• Lead, coach, and develop customer service leaders and representatives across eight locations
• Establish clear expectations, accountability routines, development plans, and succession coverage for key roles
• Build an integrated service model with shared standards, resources, ownership, and documented local exceptions
• Standardize workflows for inquiries, orders, returns, warranties, claims, escalations, and follow-up
• Improve handoffs among Customer Service, Sales, Operations, Supply Chain, Distribution, and Finance
• Resolve complex customer and dealer issues while addressing their underlying operational causes
• Define service KPIs and establish reporting for response time, resolution, order accuracy, and customer satisfaction
• Translate performance data and customer feedback into prioritized improvement initiatives
• Establish a structured voice-of-the-customer process with clear ownership and follow-through
• Define requirements for CRM, ERP, ticketing, reporting, automation, and other service technology improvements
• Lead technology implementation, employee training, user adoption, and measurement of operational results
• Oversee staffing, recruitment, onboarding, training, performance management, and workforce planning

Additional Information

• Full-time, permanent position
• On-site role in Kansas City, Dallas, or Minneapolis

Requirements

• Proven direct leadership of customer service, customer experience, or customer operations teams, including coaching, expectation-setting, and performance accountability
• Substantial personal ownership of a multisite service integration, consolidation, or centralization initiative
• Demonstrated success standardizing customer service processes and delivering measurable operational improvements
• Experience defining service KPIs, establishing reporting practices, and using analysis to improve decisions and results
• Track record of implementing ERP, CRM, ticketing, reporting, workflow, or automation improvements with successful user adoption
• Experience managing distributed teams and developing managers or frontline leaders
• Working knowledge of B2B order management, distribution, logistics, returns, claims, or comparable physical-product workflows
• Hands-on, collaborative leadership style with strong communication, analytical judgment, and cross-functional influence
• Availability for full-time, permanent, on-site employment at an approved client location

Preferred

• Seven to ten years of progressive customer service, customer experience, or operations experience, including five or more years in leadership
• Experience in wholesale distribution, furniture, manufacturing, dealer networks, or another order-to-delivery environment
• Experience integrating service teams following mergers or acquisitions
• Practical experience implementing AI or automation within customer service operations
• Experience establishing a structured voice-of-the-customer program
• Experience evaluating or managing outsourced service providers
• Bachelor's degree in a related field
• Professional proficiency in Spanish

Benefits

• Base salary of $120 000 - $150 000

• Medical, dental, and vision insurance
• 401(k) retirement benefit
• Paid time off

Agency statement

Keller is a recruitment agency serving clients from startups and non-profits to multinational corporations, emphasizing ethical search processes, attentive candidate care, and leadership placements that support long-term client outcomes. Learn more about the firm and our candidate services on our website.

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