Director of Customer Response & Digital Service

Director Of Customer Response & Digital Service

We're seeking driven, curious people who bring energy to what they do and see challenges as opportunities to learn and improve. Our team of co-owners values enthusiasm, creativity, and a growth mindset, and we're committed to putting those qualities to work on solutions that matter. If you're ready to grow and make an impact, we'd love to have you on our team.

The Director Customer Response & Digital Service plays a critical role in shaping how customers experience AWC every day. This leader is responsible for building and scaling a high-performance customer response engine across phone, email, chat, and digital commerce. By combining speed, accuracy, and care, this role directly impacts customer loyalty, revenue growth, commercial operations, and how we differentiate in the market.

How you'll make an impact: Customer Response Leadership

• Lead and develop a national team supporting customers across phone, email, chat, and digital channels
• Establish clear expectations for responsiveness, quality, and customer care
• Build a culture of ownership, accountability, and continuous improvement

Speed & Service Excellence

• Deliver best-in-class response times and consistent customer experiences
• Define and implement service level agreements (SLAs) and performance metrics
• Ensure every customer interaction reflects AWC's commitment to out-care, out-know, and out-serve

Business Growth

• Build and scale a $10M+ rapid-response business
• Connect service performance to revenue growth and customer retention
• Identify opportunities to expand customer engagement through digital channels

Systems & Process Optimization

• Implement scalable processes, tools, and automation to improve efficiency and consistency
• Leverage data and insights to drive performance, identify gaps, and prioritize improvements
• Partner with IT and digital teams to enhance customer-facing technologies supporting commercial operations

Cross-Functional Collaboration

• Partner with Sales, Engineering, and Operations to ensure seamless support from inquiry to solution delivery
• Align customer response strategies with broader business objectives and value streams
• Support enterprise initiatives focused on improving responsiveness and customer experience

Problem Solving & Continuous Improvement

• Identify bottlenecks in customer response and implement corrective actions
• Escalate and resolve complex customer issues with urgency and ownership
• Drive continuous improvement initiatives that enhance speed, quality, and scalability

Skills you'll need:

• Proven leadership experience in customer service, call center, or digital support environments at scale
• Experience in industrial distribution, automation, or technical product support
• Strong operational discipline with experience in metrics, SLAs, and process design
• Ability to build, lead, and develop high-performing teams
• Strong communication and collaboration skills across functions
• Commercial mindset with the ability to connect service performance to business outcomes
• Ability to prioritize, execute, and adapt in a fast-paced environment

Here's what will set you apart:

• Experience building or scaling multi-channel customer response teams
• Background in digital commerce or customer experience transformation
• Track record of integrating automation and technology into service models
• Experience managing P&L or contributing directly to revenue growth
• Familiarity with CRM, ERP, and customer engagement platforms

The Rewards:

• Employee Stock Ownership Plan (ESOP)
• 401(K) Match
• Competitive Pay
• Medical, Dental and Vision Insurance Package
• Employer Paid Life Insurance
• Paid Time Off and Holiday Pay
• Career Development Opportunities

About AWC

As employee co-owners, we're driven to do more than complete tasks; we build fulfilling careers by challenging assumptions and continually raising the bar. We embrace creative, innovative approaches to deepen our expertise and deliver real value to our customers.

We partner strategically with many of the world's most recognized technology brands to help engineering, reliability, and maintenance teams solve complex problems. As experts in our partners' technologies, we're equipped to properly size, select, configure, and support the right solutions. Our goal is simple: combine caring, knowledgeable people with innovative technologies to help our customers succeed.

How We Win Together

We are committed to solving customer problems and welcome team members who want to be the trusted resource for those seeking a partner who out-knows, out-cares, and out-serves everyone else. Every day, we strive to deliver on our mission to empower people to make the greatest positive impact for the communities and families we serve together.

Our Winning Together culture starts with a shared commitment to building an environment of inclusiveness, trust, and mutual respect. We know that when people like you are safe to pursue your passions, to learn, to serve, and to share in the rewards from our combined efforts, then we are winning together.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.