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.

• 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

• 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

• 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

• 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

• 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

• 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…