Director of Customer Experience

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. 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. #J-18808-Ljbffr