Director, Customer Experience & Events

Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. In the Director, Customer Experience & Events position, you’ll lead how customers experience Direct Supply in person, from customer visits and events to industry trade shows and executive engagements. You’ll lead a team of customer experience professionals and shape the strategy, standards and capabilities that evolve an established events function into a scalable customer experience capability that brings our solutions to life, deepens customer relationships and supports business outcomes.

• Set Direction & Strategy
  - Define where we are heading, why it matters, and what is needed to achieve results. Turn ambiguity into clear priorities and connect day-to-day work to strategy. Use a whole-system view to balance customer, business, capability, and long-term implications and focus teams on the highest-impact opportunities.
• Exercise Judgment & Own Decisions
  - Navigate complex, cross-system tradeoffs involving business outcomes, risk, speed, and long-term impact. Use critical thinking to determine where human review or escalation is required, challenge assumptions, and take ownership for results and decisions.
• Design & Scale Work Systems
  - Design how people, processes, decisions, data, technology, and AI work together. Redesign workflows, clarify roles and decision rights, remove friction, create feedback loops, and build scalable work systems that improve the whole system for quality, speed, customer experiences, and results at scale.
• Mobilize Leaders & Teams
  - Align leaders, stakeholders, and teams across functions, dependencies, and competing priorities. Build commitment to shared outcomes, navigate dynamics, remove systemic barriers, and drive coordinated execution and transformational change.
• Lead & Build Capability
  - Engage, develop, and recruit top talent with domain depth, systems thinking, AI fluency, and the adaptability needed for the future. Create the context, coaching, feedback, tools, accountability, and culture that enable people and systems to raise the bar and scale impact over time.

Lead the strategy for Direct Supply’s customer experience and events portfolio, including customer events, customer and executive visits, trade shows, sponsor ships and other in-person customer engagements, aligning experiences to customer needs and business priorities. Evolve the function from event execution to a broader customer experience capability by establishing consistent standards, processes and ways of working that allow the team to scale.

Lead the strategy and continued evolution of the customer experience at Direct Supply locations, including the Main Campus and Innovation & Technology Center. Partner with Marketing, Sales, business and executive leaders to align customer experience priorities, plans and investments across Direct Supply. Develop experiences that connect Direct Supply’s products, technology, solutions and expertise to customers’ business needs. Lead trade show, sponsorship and external event strategy, including participation, experience and investment priorities.

Own the Customer Experience and Events budget and partner with Vice Presidents to align priorities, make investment decisions and manage spend. Establish reporting and measures of effectiveness across customer visits, events and trade shows, using customer, engagement and business data to improve planning, follow-up and results. Identify opportunities to use technology, automation and AI to improve planning, personalization, productivity and measurement.

Lead, coach…