Director of Customer Experience

Director, Customer Experience

Reports To: VP, Commercial Operations

Direct Reports: Manager, Customer Experience;
Lead, Customer Experience (and supporting teams)

Location: Cleveland, OH

FLSA Status: Exempt

Employment Type: Full time

The Director, Customer Experience is responsible for leading and continuously improving the end-to-end customer experience across all channels, with a primary focus on distribution partners and strategic accounts. This role owns Customer Success, Customer Service, and Claims functions and is accountable for delivering a consistent, high-quality, and efficient experience aligned with our brand promise as a premium safety apparel manufacturer.

The role will oversee daily operations, define and monitor KPIs, drive quality assurance, lead process improvement initiatives, and ensure teams are properly structured, trained, and equipped. In addition, this position will lead the integration of customer service functions from acquired businesses to ensure consistency, scalability, and best-in-class service delivery across the enterprise.

Customer Success within this organization is specifically responsible for supporting Directors of Strategic Accounts (DSAs) and delivering a premium, white-glove experience to Strategic Accounts.

• Develop and execute a Customer Experience strategy that aligns with company growth plans and enhances distributor and end-user satisfaction
• Establish a unified vision for Customer Success, Customer Service, and Claims that balances service quality, efficiency, and scalability
• Serve as the internal champion for the customer, driving cross-functional alignment and continuous improvement
• Partner with Sales, Sales Operations, Supply Chain, Operations, and Marketing to improve the overall customer journey

• Lead the Customer Success team in supporting Directors of Strategic Accounts (DSAs)
• Ensure a premium, proactive, and personalized experience for Strategic Accounts
• Drive adoption of standardized processes for onboarding, account support, issue resolution, and retention
• Monitor account health, identify risk, and ensure timely follow-up on customer needs and growth opportunities
• Develop service models and playbooks tailored to high-value, complex accounts

• Oversee day-to-day customer service operations for distributor and internal account support
• Ensure order-to-cash processes are efficient, accurate, and scalable
• Drive best practices for order management, backorder communication, returns, and product availability inquiries
• Align service workflows with e-commerce and digital sales channels
• Implement queue management, escalation protocols, and workforce planning models

• Own the customer claims strategy across warranty, quality, shipping, and return-related claims
• Ensure fair, consistent, and timely claim resolution
• Identify root cause trends and drive corrective action with Quality and Operations teams
• Monitor claim volumes, costs, and resolution times to improve downstream performance

• Design and execute a formal QA program including scorecards, audits, and coaching models
• Establish standard operating procedures (SOPs) across all CX functions
• Identify inefficiencies and lead Lean/Six Sigma or continuous improvement initiatives
• Leverage voice-of-customer insights to improve products, service models, and processes
• Drive automation and workflow improvements in CRM, ERP, and ticketing platforms

• Define, monitor, and report on key CX metrics including:
  • CSAT, NPS, CES
  • Strategic Account Scorecards
  • First Response Time and Resolution Time
  • Order Accuracy and Cycle Time
  • Claims Frequency and Cost
  • Retention and Strategic Account Satisfaction
• Build dashboards and reporting cadence for executive and cross-functional stakeholders
• Use data to inform staffing models, process improvements, and investment decisions

• Lead the integration of customer service and claims teams/processes from acquired companies where appropriate
• Align systems, workflows, training, KPIs, and service standards
• Manage change communication and transition planning
• Identify and capture synergy opportunities without disrupting service levels

• Build, develop, and retain a high-performing customer-focused team
• Establish clear roles, expectations, and performance goals
• Provide coaching, feedback, and professional development opportunities

• Other duties as assigned

On the job

• Bachelor’s degree in Business, Operations, Supply Chain, or related field (Master’s preferred)
• 10+ years of progressive experience in Customer Experience, Customer Success, or Customer Service leadership
• Experience in B2B manufacturing and/or distribution environments (industrial, safety, PPE, or apparel preferred)
• Proven ability to scale and lead multi-function teams
• Strong…