Director of Customer Experience

Job Description

Job Description

Director of Customer Experience | $120K - $150K| Full-Time | East-Central Nebraska - ON SITE

What Matters Most

• Competitive compensation

• Schedule: Full-time

• Strategic leadership opportunity focused on transforming the end-to-end customer experience

• Lead customer experience initiatives across Sales, Estimating, Project Management, Engineering, Manufacturing, and Customer Service

• Build and develop high-performing project management and customer service teams while driving measurable improvements in customer satisfaction

Job Description

A growing manufacturing organization is seeking a Director of Customer Experience to transform and strengthen the customer journey from initial quote through project delivery and post-delivery support. This is a hands-on leadership position for someone who can identify process breakdowns, build scalable solutions, and drive accountability across multiple business functions. The Director will use customer feedback, operational data, and performance metrics to improve communication, reduce cycle times, resolve recurring issues, and make it easier for customers to do business with the organization. This role combines strategic leadership with day-to-day execution and will have significant influence on customer satisfaction, loyalty, and business growth.

Responsibilities:

• Lead the end-to-end customer experience strategy, establishing clear service standards and measurable KPIs such as Net Promoter Score, responsiveness, cycle time, and issue resolution.

• Identify and eliminate process, communication, and handoff breakdowns that create customer friction, while driving process simplification and standardization across the organization.

• Partner with Sales, Estimating, Project Management, Engineering, Manufacturing, Operations, and IT to improve workflows, data visibility, tools, and overall execution.

• Oversee project management and customer service operations, serving as a senior escalation resource while addressing root causes behind recurring customer issues.

• Build and develop a high-performing team while using customer feedback, operational metrics, and competitive benchmarking to prioritize continuous improvement initiatives.

Qualifications and Requirements:

• Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field.

• Minimum 8 years of experience in customer experience, customer service, or a related discipline, including at least 3 years in a leadership role.

• Proven success developing and implementing customer-focused strategies that improve service, processes, and measurable business outcomes.

• Strong leadership, communication, interpersonal, presentation, analytical, and problem-solving skills with the ability to influence across multiple functions.

• Proficiency with CRM platforms and customer service software, with the ability to translate customer and operational data into actionable improvement plans.

Preferred Qualifications:

• Experience within the construction, metal building, manufacturing, or a related industrial environment

• Experience leading cross-functional process improvement or business transformation initiatives

• Demonstrated success improving NPS, customer satisfaction, complaint resolution, cycle times, or similar customer experience metrics

Benefits and Perks:

• Competitive executive-level compensation; salary range to be confirmed

• Highly visible leadership role with broad cross-functional influence

• Opportunity to design and shape the organization’s customer experience strategy

• Ability to build, develop, and lead customer-facing teams

• Opportunity to drive measurable improvements in customer satisfaction, operational performance, and business growth

• Additional employer benefits to be confirmed

Your New Organization:

Join an established manufacturing organization focused on growth, operational improvement, and creating a more consistent and differentiated customer experience. The company is seeking a change-oriented leader who can challenge existing processes, bring teams together, and create scalable improvements that make a measurable difference for customers and the business.

Your Career Partner:

The Reserves Network, a veteran-founded and family-owned company, specializes in connecting exceptional talent with rewarding opportunities. With extensive industry experience, we are dedicated to helping you achieve your professional goals and shine in your field. The Reserves Network values diversity and encourages applicants from all backgrounds to apply. As an equal-opportunity employer, we foster an environment of respect, integrity, and trust in every aspect of employment.

The base pay range for this position is $120k - $150k, excluding benefits, bonuses, or other compensation. Your final compensation will depend on your skills, qualifications, experience, location, and internal pay equity. Please note, hiring at the top of the range is uncommon - to allow room for future growth.