Distribution Center Customer Experience Director

The Distribution Center Customer Experience Director is responsible for working effectively with the distribution centers to simplify the delivery experience for our customers and increase overall net satisfaction on delivery (NSSoD).

This position requires travel expectations of 30%-50%.

What will you do?


* Lead a team of delivery customer experience engineers in the distribution centers, driving accountability with clear and measurable objectives to improve overall delivery experience satisfaction (NSSoD).


* Own key performance indicators (KPIs) that are leading indicators of customer satisfaction with the delivery experience, developing strategies and initiatives to achieve measurable results.


* Collaborate with distribution center leaders to prioritize and implement processes, standard work, tools, and strategic initiatives that result in measurable improvements to the delivery experience.


* Simplify delivery processes by consolidating shipments, reducing parcel deliveries, and identifying additional opportunities to enhance the delivery experience.


* Educate and train distribution center staff on problem-solving techniques to identify customer experience improvement opportunities.


* Analyze customer feedback proactively, share insights with key stakeholders in the distribution centers, identify improvement opportunities, and work with customer experience engineers to implement actions with clear KPIs and accountability.


* Drive culture transformation in the distribution centers to promote a customer-centric mindset, including raising awareness of customer feedback, providing training and education, implementing recognition programs, and establishing proactive communication and governance.


* Interact regularly with customers, visiting customer sites, managing relationships, documenting feedback, actions taken, and closing the loop with VIP customers.


* Collaborate with the planning team to drive targeted customer delivery experience improvements.


* Address customer issues and escalations promptly, focusing on VIP customers, resolving issues expediently, and strengthening customer relationships.

What qualifications will make you successful for this role?


* Bachelor's degree in Business, Supply Chain, Engineering, Marketing, or equivalent is required, MBA/Master's degree highly preferred.


* Focus on process development, with lean six sigma training preferred.


* At least six years of experience in Customer Experience/Service, distribution/logistics.


* Strong leadership skills, with the ability to achieve results and develop talent through coaching and mentorship.


* Excellent interpersonal, negotiation, and communication skills.


* Understanding of customer service practices and tools.


* Passion for finding new and creative approaches to improve customer experiences.


* Strong analytical skills, with the ability to apply data to insights.


* Result-o...