Director - Customer Experience & Operations

# Director - Customer Experience & Operations Apply
** Job#: 3039101
***
* Job Description:

**** Director, Customer Experience & Operations
**** About the Role
** We are seeking a strategic leader to oversee customer experience and business operations across a large manufacturing and retail client. This is a high-impact role focused on aligning customer demand, supply chain, and operations to drive performance, efficiency, and growth.

This is not a traditional customer service role—this leader will focus on forecasting, supply chain alignment, and operational strategy, while guiding a team responsible for day-to-day service execution.
*
* What You’ll Do:

** Business Operations & Supply Chain Leadership
* Lead forecasting, demand planning, and supply coordination
* Align customer demand with supply chain capabilities
* Identify risks and drive solutions across planning, inventory, and production
* Improve cost, efficiency, and overall business performance

Customer Experience & Order Management
* Oversee the order-to-delivery process
* Improve delivery reliability, order accuracy, and customer satisfaction
* Act as an escalation point for complex customer issues
* Turn customer insights into operational improvements

Cross-Functional Partnership
* Collaborate closely with Sales, Supply Chain, Finance, and IT
* Participate in planning cycles to balance demand and supply
* Ensure alignment across teams on priorities and execution

Team Leadership
* Manage a Customer Service Supervisor
* Support and develop a team of customer operations professionals
* Coach and grow emerging leaders
*
* Required Skills:

*** Strong background in supply chain, operations, or planning
* Experience with forecasting, demand planning, or business operations strategy
* Ability to connect customer needs with operational execution
* Leadership experience at a manager or director level
* Comfortable owning and influencing business performance (P&L)
* 10+ YOE in customer operations
** Preferred

Skills:

*** Experience in manufacturing or industrial environments
* SAP or ERP/order management experience
* MBA or advanced degree (a plus, not required)  
* Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including Clearly Rateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
** Everforth Apex uses a virtual recruiter as part of the application process. Click  here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages.

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** Everforth Apex Benefits Overview:
Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.

In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for…