Director, Customer Engagement

In this role, you will lead a team of Customer Engagement Leads and partner cross-functionally to improve communication discipline, escalation clarity, service recovery, and follow-through. The ideal candidate brings strong customer judgment, operational understanding, executive-level communication skills, and the ability to influence stakeholders while translating customer feedback into clear priorities and measurable actions.

This is an opportunity for a strategic leader who can build trusted customer relationships and drive accountability for improved service outcomes.

We serve as the strategic link between KBX, its customers, and internal business partner creating value by helping customers achieve their business goals while driving accountability, service excellence, and continuous improvement across transportation and logistics operations. To deliver strong customer outcomes, the team partners closely with Operations, Technology, Commercial, and customer stakeholders to address challenges, improve processes, and identify opportunities for innovation.

• Enable team members to become trusted advisors by transferring logistics, transportation, and business expertise that strengthens customer partnerships
• Lead and develop Customer Engagement Leads who provide strong customer communication, disciplined follow-up, and effective escalation when leadership decision‑making is needed
• Develop and maintain relationships with internal and external business stakeholders in our customer organizations
• Develop a thorough understanding of customer’s business vision, strategies, priorities, and operations.
• Help customers achieve their business and financial goals by providing timely, proactive recommendations regarding Transportation and Logistics
• Drive accountability for customer outcomes by establishing and improving SLAs, escalation processes, and service recovery practices, ensuring customer commitments are met while identifying opportunities for continuous improvement.
• Build accountability through clear expectations, coaching, disciplined follow-up, and appropriate escalation when gaps persist
• Improve customer and internal reporting to show business impact, root cause, accountable ownership, recovery paths, and expected resolution
• Advocate for innovation and new ways of working between KBX and our customers utilizing improved business processes and technologies
• Partner with Operations, Technology, and customer leaders to address service opportunities, process improvements, and technology needs that affect customer outcomes
• Keep customers informed of market changes or potential service disruptions and advise on mitigation strategies
• Lead business reviews with customers and internal stakeholders, translating performance into actionable insights and recommendations
• Contribute and collaborate internally with the KBX team, share knowledge and best practices with team members, and serve as the voice of the customer for internal projects and initiatives
• Willingness to travel as needed

• Experience building and managing strategic customer relationships within transportation, logistics, supply chain, or freight-related industries
• Experience leveraging transportation or supply chain expertise to identify process improvements, cost savings opportunities, or operational efficiencies
• Experience partnering with cross-functional teams to resolve customer, operational, or service-related challenges
• Experience analyzing operational or business performance data to identify trends and recommend solutions
• Experience communicating and presenting recommendations to business stakeholders and leadership teams
• Experience identifying process improvements, cost savings opportunities, operational efficiencies, or service recovery actions that improve customer outcomes

• Experience managing enterprise customer relationships or strategic accounts
• Experience in managed freight, transportation management, supply chain consulting, or 3PL environments
• Experience leading customer-facing transformation or optimization initiatives
• Experience utilizing transportation management…