Director - Digital Customer Experience

Overview

At Oshkosh, we build, serve, and protect people and communities by designing the toughest specialty vehicles on the planet. As we are evolving into an Industrial Technology Company, we are seeking a visionary Director to lead the technical evolution of our customer touchpoints. This role is responsible for partnering with cross functional leaders to develop the strategy, architecture, and execution of our global E-Commerce, CRM, and AI-driven customer-facing experiences.

You will transform reactive service into predictive partnerships, while ensuring our B2E (Business to Everyone) customers have a seamless, "Amazon-like" experience across all channels—from the office desktop to field-service mobile apps.

These duties are not meant to be all-inclusive and other duties may be assigned:

• Guide AI Innovation for High-Volume E-Commerce
  • Influence the operations of high-volume, high-transaction e-commerce platforms, ensuring uptime and world class performance during peak demand periods for global parts and services.
  • Architect data pipelines that ingest IoT telemetry into the Salesforce Data Cloud to trigger automated "Service-to-Sale" workflows and targeted parts sales strengthen our Aftermarket footprint across all Oshkosh segments.
  • Guide the implementation of AI agents to provide 24/7 technical support, utilizing natural language to query technical manuals and parts catalogs creating a self-service model for customers to drive fleet uptime regardless of geographic location or language.
  • Build ML-driven recommendation engines for the storefront that suggest parts based on specific fleet wear-patterns and historical lifecycle data.
• Transform Omnichannel, Mobile-First & Connected Job Sites Experiences
  • Define the digital infrastructure for "Intelligent Job Sites," where IoT-connected vehicles, autonomous equipment, and personnel operate within a unified ecosystem.
  • Field-First Philosophy:
    Champion a mobile-first ecosystem, developing Progressive Web Apps (PWA) and native tools designed for "offline-first" functionality in remote job sites or fire stations.
  • Partner with Product Engineering teams to create geofencing and mobile push-notifications to alert fleet managers of service needs the moment a vehicle enters a registered service bay.
  • Help to shape the strategy for hyper-personalized, trigger-based email marketing campaigns that leverage CRM data and machine telemetry.
  • Own the technical roadmap for "Single Sign-On" (SSO) to ensure a persistent customer "Golden Record" across all brand portals (JLG, Pierce, McNeilus).
• Develop a CRM Modernization Strategy to Achieve “One CRM”
  • Drive the evolution of the CRM from a system of record to a system of intelligence. This includes helping to support and guide a multi-cloud CRM environment with complex account hierarchies.
  • Ensure the CRM acts as the "Single Source of Truth," integrating bi-directional data flows between ERPs, E-Commerce, and Marketing Automation.
  • Drive the transition to a headless, composable architecture, decoupling front-end experiences from back-end ERP systems.
  • Ensure contextualized data flows seamlessly into the CRM to improve customer engagement while providing sales teams with "Next Best Action" guidance.

• Bachelor’s degree in computer science, systems engineering with ten (10) or more years of experience in digital leadership
• Five (5) or more years of management experience
• B2B E-Commerce and CRM experience
• Communication, listening, adaptability, relationship building, negotiation, leadership, storytelling, coaching, public speaking, delegation skills

• MBA with a technical focus
• Proven success managing enterprise-scale e-commerce architectures for global markets.
• Full understanding of digital sales cycles, aftermarket, and marketing tactics to drive the end to end customer experience journey.
• Deep experience in IoT integration and telematics; translating machine data into engagement.
• Deep understanding of LLM orchestration, vector databases, and AI Agent frameworks.
• Expertise in Salesforce (Data/Service/Marketing/Commerce Clouds) and Headless Commerce along with a strong understanding of ERP systems.
• Proficiency with integration technologies to support complex ERP-to-Cloud orchestration.
• Track record of building high-performing teams and managing multi-million dollar transformations.

The following represents general working conditions for this role. Specific conditions may vary depending on business needs and individual circumstances.

• This role combines office-based administrative duties with physical activity in field or production environments.
• In the office setting, tasks may require extended computer use, sitting, and attending meetings.
• Field or floor work may involve walking across various terrains or shop floors, standing, moderate lifting (up to 50 pounds), climbing stairs, and exposure to varying temperatures or noise levels.
• Must be able to shift focus between detailed cognitive work and…