Director, Customer Experience & Operations, GI; USCA

Director, Customer Experience & Operations – General Industrial (USCA)

The Director, Customer Experience & Operations – General Industrial (USCA) leads two critical pieces of the U.S. and Canada business region:
The Customer Service function, and the Business Operations (PNL management) function.

For Customer Service, the Director is responsible for delivering a consistent, reliable, and transparent customer experience across the full order-to-cash (O2C) cycle. This includes ensuring accuracy and clarity from order entry through production coordination, shipment, issue resolution, and post-delivery support.

In this role, the Director integrates day-to-day service operations with broader business execution by aligning closely with Sales, Global Supply Chain (GSC), Finance, and IT. The leader ensures that customer expectations are translated into dependable operational commitments and that internal teams are coordinated around meeting those commitments. This includes managing delivery reliability, backlog visibility, demand/supply coordination, and order quality—key drivers of customer satisfaction and business performance.

The Director also oversees a skilled team responsible for frontline service, operational troubleshooting, and data accuracy, helping ensure customers find Sherwin-Williams easy to work with and responsive to their needs. By balancing customer experience with operational efficiency and process discipline, this role helps strengthen customer relationships, support commercial growth, and improve the predictability and effectiveness of the overall General Industrial (GI) business.

For Business Operations, the Director is responsible for proactively engaging with critical functions (e.g. GSC, Performance Coatings Group (PCG) Facilities) to optimize PNL cost for the business, while maintaining agreed upon service metrics, and driving continuous improvement across all fronts. Examples of cost driven activities include asset utilization, raw material cost optimization, balanced working capital/conversion cost strategies, and finished good obsolescence optimization.

This is not a remote/hybrid position and will report to our offices in Downtown Minneapolis, MN.

CORE RESPONSIBILITIES AND TASKS – CUSTOMER EXPERIENCE

• Develop and execute the USCA Customer Experience & Operations strategy, aligning with GI commercial goals, supply chain readiness, and customer expectations for responsiveness, transparency, and delivery reliability.

• Set a multi-year direction for the customer service function, aligning people, processes, technology, data, and digital capabilities to strengthen service execution, operational reliability, and cross-functional coordination.

• Serve as co-owner of customer commitments with GSC, ensuring alignment between demand, supply, and customer promise dates within the USCA region.

• Represent Customer Service in S&OP forums, partnering with Demand Planning, Supply Planning, and Sales to evaluate risks, constraints, allocations, and customer prioritization.

• Codify and maintain clear definitions for OTIF/perfect order, fill rate, lead time, and exception categories across functions.

• Own the end-to-end order management process, including order validation, promise date accuracy, change management, shipment coordination, documentation accuracy, and proactive communication of delays or risks.

• Partner with Finance to reduce invoice dispute rates, prevent rework, and shorten time-to-resolution.

• Lead continuous improvement efforts to reduce order cycle time, improve backlog visibility, and eliminate defects that impact reliability or service cost.

• Act as the executive escalation point for key industrial OEM and strategic accounts within USCA.

• Establish and maintain a VOC program that feeds product, supply chain, and commercial improvement roadmaps.

• Oversee service recovery actions and ensure recurring issues drive structural fixes across GSC, plants, logistics, or commercial processes.

• Partner with IT, Operations Excellence, and Supply Chain to enhance ERP/CRM and order-tracking capabilities to support visibility, accuracy, and digital self-service.

• Drive talent development,…