Director Customer Experience

Lead the Customer Service team to deliver exceptional responsiveness, communication, and customer satisfaction. Build strong customer relationships, serve as the primary escalation point for issue resolution, and improve processes for order communication, complaint handling, follow-up, and customer feedback. Partner with Supply Chain, Shipping, Quality, and Operations to ensure customer expectations for delivery, product quality, and service are consistently met. Develop and standardize new customer onboarding processes and cross-functional procedures to ensure efficient execution and a seamless customer experience. Drive initiatives that enhance the overall customer experience and strengthen long-term customer partnerships. Identify and implement improvements to quality systems, customer communication, complaint notification, corrective actions, standard work, and operational processes. Utilize customer feedback and performance data to drive continuous improvement initiatives, implement scalable processes, and develop KPIs and reporting to measure quality performance and customer satisfaction. Provide leadership, coaching, and accountability for the Customer Service team while fostering a culture of responsiveness, teamwork, accountability, and customer satisfaction. Support hiring, onboarding, training, and development of team members, and promote cross-functional collaboration to improve communication and execution. Ensure compliance with customer requirements, GMPs, sanitation standards, and applicable regulatory requirements. Support customer audits, internal audits, customer service documentation, new product launches, and customer onboarding activities. What We're Looking For: Bachelor’s degree in Business, Operations, Engineering, or related field preferred 5+ years of leadership experience in customer service, manufacturing, or operational management Experience working in a manufacturing environment required Strong understanding of Customer Service systems, corrective actions, root cause analysis, and continuous improvement Excellent communication, customer relationship, and problem-solving skills Proven ability to lead teams and manage cross-functional initiatives Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment QMS system ownership experience preferred ERP or manufacturing systems experience preferred Experience in consumer products or related manufacturing industries Experience managing customer-facing functions Lean Manufacturing, Six Sigma, or quality certification experience is a plus Experience supporting high-growth manufacturing operations About Dawson Dawson is a trusted staffing partner in Central Ohio. We help job seekers grow their careers with fast feedback, personalized support, and access to multiple employers through one application. #J-18808-Ljbffr Dawson