Sr Director Customer Experience - Residential

Requisition

Are you looking for more?

At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our team.

As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what’s important to you. Whether you want to lead more, innovate more, learn more or create more, you can find your more with Mohawk.

The Sr Director Customer Experience is a senior-level leader that is responsible for setting and overseeing a customer-focused strategy that focuses on the creation of innovative customer‑centric solutions for the Residential Customer Service order management organization. This role involves strategic planning, team management, and ensuring the delivery of high‑quality solutions that align with business goals and customer needs.

• Develop and implement a comprehensive customer experience strategy aligned with overall business goals including all Residential Functions:
  Sales Support, ATS, and customer service functions.
• Collaborate with executive leadership to integrate customer‑centric principles into the broader organizational strategy.
• Analyze and map the end‑to‑end customer journey, through the order to cash process, identifying pain points and opportunities for improvement.
• Establish and drive implementation of the technology roadmap for the CX Team, including automation, artificial intelligence, and self‑service tools.
• Implement strategies to enhance customer touchpoints and streamline the overall customer experience.
• Utilize data and analytics to track and measure customer satisfaction, loyalty, and other key performance indicators.
• Serve as the voice of the customer within the organization, advocating for customer needs and priorities.
• Lead and inspire a high‑performing customer experience team.
• Foster a customer‑focused culture within the organization, emphasizing the importance of customer satisfaction at all levels.
• Implement strategies to enhance customer touchpoints and streamline the overall customer experience.
• Make informed recommendations and implement improvements based on customer feedback and behavior.
• Communicate regularly with leadership to provide insights and updates on customer experience initiatives.
• Establish and monitor customer experience metrics and KPIs, driving continuous improvement initiatives.
• Implement best practices and industry standards to elevate the overall customer experience.
• Perform other duties as needed.

• Bachelor’s degree in a related field or equivalent education and/or experience.
• 12+ years’ relevant experience or equivalent education and/or experience.
• 7+ years of management experience.

• Holistic, integrated understanding of organizational context.
• Solid understanding of people management strategies and how to develop team members into successful leaders.
• Begins leading through other leaders, instead of setting operational approach.
• Able to lead and support their function while achieving impact and improvements across all functional areas.
• Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations while preserving relationships.
• Focused on and responsible for their team’s productivity and collective impact.
• Excellent communication, problem solving, and organizational skills.
• Able to multitask, prioritize, delegate, and manage time effectively.
• High level of integrity and discretion in handling sensitive and confidential data.
• High degree of professionalism, judgment, maturity, and resourcefulness in the absence of formalized guidelines and procedures.

• This employee is responsible for direct reports.

Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and…