Director of Customer Experience | Full-Time, Direct Hire
Onsite (Midwest-Based Manufacturing Environment)
Base Salary: $135K+
What Matters Most:
• Direct-hire leadership role with enterprise-wide impact on customer experience transformation
• High-visibility position influencing Sales, Engineering, Operations, and Project Management
• Opportunity to redesign and elevate the full customer journey—from quote through delivery and beyond
• Hands-on, change-driven role (not a maintenance or reactive customer service function)
• Strong cross-functional exposure with executive-level influence
• Ideal for a leader who thrives in fixing broken processes and building scalable systems
Job Description:
A growing manufacturing organization is seeking a Director of Customer Experience to lead the transformation of how customers engage with the business across the entire lifecycle. This role owns the end-to-end customer journey and is responsible for identifying gaps, improving processes, and ensuring a consistent, high-quality experience from initial engagement through project completion and post-delivery support.
This is a highly cross-functional leadership role that partners closely with Sales, Estimating, Engineering, Project Management, Manufacturing, and Customer Service. The Director will focus on eliminating friction, improving communication, and creating more predictable and efficient workflows, while balancing strategic vision with hands-on execution.
Responsibilities:
• Own and continuously improve the full customer lifecycle, from initial quote through delivery and post-project support
• Define and standardize what a “best-in-class” customer experience looks like across each stage of the journey
• Establish, track, and drive accountability around key performance metrics (NPS, cycle time, responsiveness, issue resolution)
• Identify breakdowns in processes, communication, and cross-functional handoffs; lead initiatives to resolve them
• Simplify and standardize workflows to reduce internal complexity and improve customer outcomes
• Partner with operations and technology teams to enhance systems, tools, and data visibility
• Oversee customer-facing operations including project coordination and service support functions
• Act as the senior escalation point for systemic customer issues, focusing on root cause resolution rather than short-term fixes
• Collaborate cross-functionally to resolve recurring challenges related to delivery timelines, scope changes, and execution gaps
• Champion the voice of the customer in strategic and operational decision-making
Qualifications and Requirements:
• Bachelor’s degree in Business, Engineering, Marketing, or related field
• 8+ years of experience in customer experience, customer service, or operational leadership roles
• Minimum 3+ years in a leadership capacity with team oversight
• Proven ability to design and implement customer-focused strategies that drive measurable improvements
• Strong experience working cross-functionally within complex operational environments
• Demonstrated ability to lead process improvement and organizational change initiatives
• Analytical mindset with the ability to translate data into actionable insights
• Excellent communication, leadership, and stakeholder management skills
• Experience with CRM systems and customer experience tools
Preferred / Nice to Have:
• Experience within manufacturing, construction, or engineered-to-order environments
• Background working across technical and operational teams (engineering, project management, production)
• Experience leading transformation or continuous improvement initiatives across multiple departments
• Familiarity with benchmarking and competitive customer experience analysis
Benefits and Perks:
• Competitive base salary based on experience
• High-impact leadership role with direct influence on company growth and customer satisfaction
• Opportunity to build and shape customer experience strategy from the ground up
• Collaborative, team-oriented culture with strong cross-functional engagement
• Long-term career growth potential within a stable and evolving organization
Your New Organization:
You will join a well-established, growth-oriented manufacturing company serving a diverse customer base across multiple industries. The organization is known for its technical capabilities and strong market presence, and is now investing heavily in improving the consistency, predictability, and quality of its customer experience. This role plays a central part in that evolution, working across departments to align teams and deliver a more seamless and trusted experience.
Your Career Partner:
The Reserves Network is a veteran-founded, family-owned talent solutions firm specializing in professional and executive placements nationwide. We focus on thoughtful alignment between candidates and organizations and are proud to be an equal opportunity employer.
