Digital Customer Experience Lead

SUMMARY

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 to lead the technical evolution of our customer touchpoints. This role partners with cross-functional leaders to help shape the strategy, architecture, and execution of our global E-Commerce, CRM, and AI‑driven customer‑facing experiences.

You will serve as a trusted advisor and subject‑matter expert, helping transform reactive service into predictive partnerships while ensuring our B2E customers have a seamless, "Amazon‑like" experience across all channels, from the office desktop to field‑service mobile applications.

These duties are not meant to be all‑inclusive and other duties may be assigned.

Support the operations of high‑volume, high‑transaction e‑commerce platforms, helping ensure uptime and world‑class performance during peak demand periods for global parts and services.

Design and enhance data pipelines that ingest IoT telemetry into the Salesforce Data Cloud to trigger automated "Service‑to‑Sale" workflows and targeted parts sales that strengthen our Aftermarket footprint across all Oshkosh segments.

Support 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.

Develop ML‑driven recommendation engines for the storefront that suggest parts based on specific fleet wear‑patterns and historical lifecycle data.

Support the digital infrastructure for "Intelligent Job Sites," where IoT‑connected vehicles, autonomous equipment, and personnel operate within a unified ecosystem.

Field‑First Philosophy:
Advocate for 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 shape hyper‑personalized, trigger‑based email marketing campaigns that leverage CRM data and machine telemetry.

Contribute to the technical roadmap for "Single Sign‑On" (SSO) to support a persistent customer "Golden Record" across all brand portals (JLG, Pierce, McNeilus).

Support 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.

Support CRM capabilities as a "Single Source of Truth," integrating bi‑directional data flows between ERPs, E‑Commerce, and Marketing Automation.

Support the transition to a headless, composable architecture, decoupling front‑end experiences from back‑end ERP systems.

Support contextualized data flows into the CRM to improve customer engagement while providing sales teams with "Next Best Action" guidance.

• Bachelor's degree with five (5) or more years of experience in the field or in a related area.
• Office, PowerPoint, Visio, Excel, Integrations, Data Analysis, ITIL and BA practice knowledge.

Communication, listening, critical thinking, adaptability, relationship building, organization, influencing, problem solving, negotiation, business acumen, strategy, emotional intelligence, leadership, financial forecasting, storytelling skills.

• Experience supporting enterprise‑scale e‑commerce platforms and architectures serving global markets.
• Strong understanding of digital sales cycles, aftermarket operations, and marketing strategies that support the end‑to‑end customer experience journey.
• Experience with IoT integration and telematics, leveraging machine data to drive customer engagement and business value.
• Understanding of LLM orchestration, vector databases, and AI Agent frameworks.
• Expertise in…