Director, Customer Experience

Director, Customer Experience

The Director, Customer Experience is accountable for designing, leading, and operating QXO's enterprise Customer Experience program. This role owns the end-to-end customer service model, ensuring QXO presents one unified face to the customer while driving consistent service levels, clear accountability, and strong alignment with Sales and Operations.

The Director, CX leads a cross functional influence in partnership with field operations leaders by division who lead Key Account Managers. This individual is responsible for translating customer issues and feedback into measurable operational and commercial improvements across the enterprise.

This role elevates customer experience from a reactive support function into a strategic differentiator aligned with QXO's commitment to Safety, Quality, Service, Cost, and People.

What You'll Do

• Organizational leadership and structure
• Own and operate the enterprise Customer Experience Program in partnership with field operations including Field Operations Leaders and Key Account Managers (KAM) supporting strategic and core accounts
• Ensure clear role clarity and accountability across CX, Sales, and Operations
• Establish consistent expectations, performance standards, and escalation paths across divisions
• Build leadership capability and succession within the CX organization

• Customer experience strategy and governance
• Define and own QXO's Customer Experience strategy, operating principles, and service standards
• Ensure consistent delivery of service levels across all customer segments and divisions
• Establish and enforce the "One Voice to the Customer" model across all touchpoints
• Serve as the executive owner of customer experience governance, including KPI reviews and corrective actions

• Partnership with Sales
• Partner with Sales leadership to ensure alignment between customer experience, retention, and growth strategies
• Define clear engagement models between Account Executives and Key Account Managers
• Ensure CX provides actionable insights to Sales on service performance, customer risks, and improvement opportunities
• Sponsor and participate in joint quarterly business reviews with strategic customers

• Partnership with Operations
• Act as the executive voice of the customer to Operations
• Ensure all customer issues are captured, categorized, and tracked in Salesforce
• Partner with Operations leaders to translate customer issues into operational improvement initiatives
• Hold Operations accountable for adopting and sustaining process changes that improve customer outcomes

• Issue management and performance oversight
• Own the enterprise case management model, with Salesforce as the system of record
• Ensure standardized issue categorization, escalation, and resolution across divisions
• Establish and monitor service level standards, including response and resolution targets
• Review performance against CX KPIs including CSAT, NPS, resolution time, and first contact resolution

• Continuous improvement and Operations Excellence alignment
• Partner with the Operations Excellence team to identify systemic issues and root causes
• Use aggregated customer issue data to drive enterprise-wide improvements
• Ensure closed loop feedback from customers through CX, Operations, and back to execution
• Sponsor initiatives that eliminate recurring issues rather than treating symptoms

• Culture, capability, and talent development
• Establish a strong CX culture rooted in customer empathy, accountability, and professionalism
• Ensure consistent training in communication, negotiation, and Salesforce proficiency
• Define and support clear career pathways from KAM to Director to enterprise CX leadership
• Reinforce QXO's values and SQSCP framework in every customer interaction

What You'll Bring

• Bachelor's degree or equivalent experience
• 10+ years of experience leading customer service, customer experience, or account management organizations
• Proven experience operating in complex, multi division or matrixed organizations
• Strong partnership experience with Sales and Operations leadership
• Experience establishing service standards, KPIs, and governance models
• Executive level communication and stakeholder management skills

• Preferred
• Experience in distribution, logistics, manufacturing, or supply chain environments
• Experience leading enterprise CRM or case management platforms such as Salesforce
• Track record of translating customer insights into operational and financial outcomes

Success Measures

• Improvement in enterprise CSAT and NPS
• Consistent SLA adherence across divisions
• Reduction in repeat and systemic customer issues
• Improved customer retention and account growth
• Strong engagement and performance within the CX organization
• Clear evidence that customer feedback is driving operational improvement

What You'll Earn

• 401(k) with employer match
• Medical, dental, and vision insurance
• PTO, company holidays, and parental leave
• Paid training and certifications
• Legal assistance and identity protection
• Pet insurance
• Employee assistance program (EAP)

About the Company

QXO is the fastest growing publicly traded distributor of building products in North America. The company is executing its strategy to become the tech-enabled leader in the $800 billion building products distribution industry and generate outsized value for its shareholders. QXO expects to achieve its target of $50 billion in annual revenues within the next decade through accretive acquisitions and organic growth.

QXO is an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.