Director Customer Experience

Every emergency light, exit sign, inverter, and life safety solution we design and manufacture has one purpose—to perform flawlessly when people need it most. Since 1993, Evenlite has combined engineering, thoughtful design, and precision manufacturing to deliver trusted life safety solutions across commercial, industrial, healthcare, education, hospitality, and architectural environments.

What truly sets Evenlite apart is our people. We value quality, ownership, collaboration, integrity, accountability, and continuous improvement—and empower employees to make meaningful contributions to our customers and one another.

If you're looking for a career where your leadership matters, your ideas are valued, and your work makes a real difference, you'll find that opportunity ause Lives Depend On Us—and on the people who choose to work here.

The Director of Customer Experience is a senior operational leader responsible for building a disciplined, high-performing customer experience organization and elevating how Evenlite serves customers across the full customer journey. This role establishes the structure, standards, accountability, talent, processes, and cross-functional alignment required to deliver a consistently exceptional experience as the company grows.

We are seeking a proven leader who has transformed teams, raised performance expectations, implemented scalable operating practices, and used data to drive measurable improvement. Initially leading Customer Service, this role is expected to expand its influence and responsibility as the organization evolves, aligning customer-facing and customer-impacting functions. The right candidate will combine executive presence, strong operational instincts, people development, sound judgment, and the ability to create accountability without losing engagement.

• Own the strategy, performance, and continued evolution of the customer experience function, translating company objectives into clear priorities, standards, and measurable results.
• Build, lead, and develop a high-performance organization with clear roles, expectations, accountability, succession planning, and leadership depth; coach managers and emerging leaders to strengthen performance and decision-making.
• Assess team capabilities, workflows, systems, and service standards; identify gaps and implement a practical roadmap and operating model that creates consistency, discipline, clear escalation paths, and effective cross-functional handoffs.
• Establish meaningful KPIs and dashboards for customer satisfaction, responsiveness, quality, backlog, order accuracy, issue resolution, productivity, and other key drivers; use customer feedback, business data, and root-cause analysis to drive measurable improvement.
• Serve as a senior escalation point for significant customer issues, balancing customer advocacy with sound business judgment and long-term relationship management.
• Partner across Sales, Operations, Engineering, Supply Chain, Production, Shipping, Accounting, and other functions to improve the end-to-end customer journey, remove organizational barriers, and strengthen alignment among customer-facing and customer-impacting teams.
• Assume broader leadership responsibility for complementary functions as business needs and organizational readiness evolve.
• Champion process improvement, automation, technology adoption, and system enhancements; standardize procedures, service models, training, quality standards, and knowledge resources to improve consistency, productivity, scalability, and customer outcomes.
• Provide senior leadership with clear analysis of customer trends, operational performance, risks, resource needs,…