Commercial Operations Director

Customer Experience Leader

We are seeking a strategic, people-centered leader to lead a Customer Experience team within Wabash's Commercial Operations organization. This role will help advance the Customer Experience vision by leading people, building team capability, strengthening cross-functional partnerships, and driving a more consistent, proactive, and scalable customer experience.

This leader will connect day-to-day execution with the broader Commercial Operations vision—improving sales efficiency and customer outcomes through standard work, process discipline, digital adoption, and data-informed decision making.

Responsibilities include:

• Lead, coach, develop, and engage a Customer Experience team, creating clarity, accountability, and a culture of service, ownership, and continuous improvement.
• Build and sustain a high-performing team by setting clear expectations, providing regular coaching and feedback, managing performance, and developing talent for current and future business needs.
• Lead the team's evolution from reactive issue resolution to proactive customer partnership by building capability in root-cause problem solving, communication discipline, and customer insight generation.
• Translate the Customer Experience future-state vision into team priorities, operating rhythms, goals, and measurable outcomes.
• Partner across the Commercial team and cross-functional stakeholders to remove friction and improve end-to-end execution.
• Drive a more seamless and proactive customer journey by improving communication, escalation management, issue resolution, handoffs, and consistency across assigned teams and customer segments.
• Partner with our business analytics resources to use customer, process, ticketing, quote-to-cash, and operational data to identify trends, prioritize improvements, and support root-cause problem solving.
• Establish and reinforce standard work, playbooks, communication expectations, escalation paths, and performance routines that reduce variation and improve scalability.
• Support adoption of customer experience tools and systems, including CRM, ticketing, quoting, workflow, reporting, and other digital enablement efforts.
• Communicate priorities, risks, tradeoffs, and progress while leading the team through change and strengthening the One Wabash mindset.

Qualifications include:

• Bachelor's degree in Business, Supply Chain, Operations, Engineering, Customer Experience, or related field required; advanced degree preferred.
• 8+ years of progressive leadership experience in customer experience, commercial operations, sales operations, customer service, or related functions.
• Demonstrated ability to build, lead, develop, and engage high-performing teams through clear expectations, coaching, performance management, prioritization, accountability, and talent development.
• Proven ability to lead teams through change, transformation, process improvement, or operating model evolution.
• Experience partnering across complex, cross-functional teams to improve customer outcomes and end-to-end execution.
• Ability to translate strategy into clear priorities, operating routines, metrics, and execution plans.
• Strong understanding of customer experience operations, escalation management, customer communication, and quote-to-cash or order-to-cash processes.
• Experience using data, KPIs, dashboards, process metrics, and customer feedback to improve performance and decision making.
• Demonstrated ability to improve processes, establish standard work, reduce variation, and drive adoption of new ways of working.
• Ability to lead through ambiguity, simplify complexity, influence stakeholders, and create clarity for teams.
• Strong business acumen with the ability to connect customer experience work to sales efficiency, responsiveness, scalability, margin discipline, and customer loyalty.

Success measures for the role include:

• Elevated team engagement, role clarity, accountability, and readiness for future-state capabilities.
• Improved customer responsiveness, communication consistency, and escalation discipline.
• Stronger adoption of standard work, digital tools, reporting, and performance routines.
• Reduced recurring customer issues,…