Director of Customer Experience

Job Description:

About the Role
At PSS Cross Country Infrastructure Solutions, every team member plays a critical role in delivering the products, equipment, and expertise that keep America's infrastructure projects moving forward.

The Director of Customer Experience is responsible for building and scaling a best-in-class customer experience model across the organization. This role transforms customer experience from an individual skill into a repeatable operating system by partnering with Sales, Operations, Supply Chain, Human Resources, and Branch Leadership to improve responsiveness, accountability, service consistency, and operational execution.

This position plays a key role in improving customer retention, strengthening service delivery, and building scalable processes, training programs, and performance metrics that reinforce the company's culture and values. The ideal candidate understands that exceptional customer experience in industrial distribution is built on urgency, ownership, communication, problem-solving, and reliability.

This position reports to executive leadership and operates in a fast-paced, multi-branch environment.

What You'll Do
Customer Experience Strategy & Execution

• Develop and implement a company-wide customer experience strategy aligned with business objectives and operational goals
• Standardize customer experience expectations across branches and business units
• Build scalable service playbooks, escalation processes, and customer ownership standards
• Drive consistency in responsiveness, communication, issue resolution, and service recovery
• Establish customer experience initiatives that support long-term customer retention and trust

Operational Service Excellence

• Partner with branch leadership and operations teams to improve customer-facing execution
• Identify friction points throughout the customer journey and implement process improvements
• Improve service responsiveness, issue resolution speed, and cross-functional coordination
• Lead initiatives focused on reducing customer effort while increasing trust and reliability
• Promote operational consistency and service excellence across multiple locations

Training & Capability Development

• Partner with Human Resources and Training teams to develop customer experience training programs
• Support customer-facing employees, including Inside Sales, Branch Managers, and Operations personnel
• Develop reinforcement and certification programs tied to customer experience standards
• Foster a culture of customer ownership and proactive problem-solving
• Ensure customer experience expectations are embedded throughout the organization

Metrics, Analytics & Continuous Improvement

• Develop and maintain customer experience metrics and performance dashboards
• Monitor customer retention, response times, service recovery effectiveness, customer satisfaction trends, and Net Promoter Score (NPS)
• Analyze customer and operational data to identify opportunities for improvement
• Measure the effectiveness of customer experience initiatives and communicate results to leadership
• Utilize data-driven insights to prioritize strategic initiatives and resource allocation

Cross-Functional Leadership

• Serve as a connector between Sales, Operations, Supply Chain, Finance, Human Resources, and Branch Leadership
• Lead customer experience improvement initiatives across the organization
• Build strong relationships with branch teams and field leadership
• Promote a culture of accountability, ownership, collaboration, and continuous improvement
• Influence stakeholders across multiple functions and organizational levels to drive results

What You Bring

• Proof of eligibility to work in the U.S. (e.g., Social Security card, passport, or other acceptable I-9 documents)
• Bachelor's degree preferred
• 7+ years of leadership experience in industrial distribution, supply chain, customer operations, or related operational environments
• Strong understanding of branch operations and customer-facing workflows
• Experience building scalable processes, training programs, and service systems
• Experience leading customer experience, operational excellence, or transformation initiatives
• Strong analytical, organizational, and problem-solving skills
• Excellent communication, presentation, and leadership abilities
• Ability to influence and collaborate across functions and organizational levels
• Experience developing KPIs, operational dashboards, and performance metrics preferred
• Familiarity with ERP systems, customer analytics, and multi-location operations preferred
• Experience within industrial distribution, PVF, MRO, or technical sales environments preferred

Working Conditions

• Primarily office-based role with periodic travel to branch locations and customer sites
• Time-sensitive initiatives and business priorities may require occasional overtime
• Frequent collaboration with branch teams, operations leadership, and executive stakeholders
• Prolonged periods of sitting and computer work
• Ability to travel as business needs require

Benefits We Offer

• PPO Medical & Dental Plans
• Vision Insurance
• Company-Paid Basic Life & AD&D
• Voluntary Life & AD&D
• Short- and Long-Term Disability
• Flexible Spending Accounts (FSA) for Health & Dependent Care
• Generous 401(k) with Company Match

Why Work With Us

Formed through the combination of PSS Industrial Group and Cross Country Infrastructure Services, PSS Cross Country Infrastructure Solutions unites deep product application knowledge, national distribution strength, and equipment rental expertise across more than 40 locations nationwide. We support contractors across energy, utility, civil, and industrial markets with reliable service, technical insight, and operational excellence.

We're a team built on shared values. We care about each other, work better together, always do the right thing, and strive for excellence every day.

At PSS Cross Country Infrastructure Solutions, we believe operational excellence and customer trust are built by people who care deeply about doing the right thing, supporting one another, and delivering when it matters most. We are building a culture where customer experience is not a department-it is part of how we operate every day.

Equal Opportunity Employer

PSS Cross Country Infrastructure Solutions is proud to be an equal opportunity employer. We're committed to building a team that reflects a variety of backgrounds, perspectives, and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Company Statement:

PSS Industrial provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.