Keller Executive Search is partnering with a growing business in the commercial furniture and wholesale distribution sector to appoint a Director of Customer Experience.
The Director will bring multisite service teams together under a consistent, accountable operating model while preserving valuable local knowledge and customer relationships. The mandate includes developing leaders, standardizing workflows from order placement through post-sale support, improving cross-functional coordination, and establishing meaningful measures for response time, resolution, order accuracy, and customer satisfaction.
The successful candidate will define process and data requirements, evaluate service technology, and implement practical automation that improves productivity and scalability. This hands-on leader will move comfortably between long-term planning, team coaching, complex escalations, and daily operational problem-solving.
Key Responsibilities
Lead, coach, and develop customer service leaders and representatives across eight locations
Establish clear expectations, accountability routines, development plans, and succession coverage for key roles
Build an integrated service model with shared standards, resources, ownership, and documented local exceptions
Standardize workflows for inquiries, orders, returns, warranties, claims, escalations, and follow-up
Improve handoffs among Customer Service, Sales, Operations, Supply Chain, Distribution, and Finance
Resolve complex customer and dealer issues while addressing their underlying operational causes
Define service KPIs and establish reporting for response time, resolution, order accuracy, and customer satisfaction
Translate performance data and customer feedback into prioritized improvement initiatives
Establish a structured voice-of-the-customer process with clear ownership and follow-through
Define requirements for CRM, ERP, ticketing, reporting, automation, and other service technology improvements
Lead technology implementation, employee training, user adoption, and measurement of operational results
Oversee staffing, recruitment, onboarding, training, performance management, and workforce planning
Additional Information
Full-time, permanent position
On-site role in Kansas City, Dallas, or Minneapolis
Requirements
Proven direct leadership of customer service, customer experience, or customer operations teams, including coaching, expectation-setting, and performance accountability
Substantial personal ownership of a multisite service integration, consolidation, or centralization initiative
Demonstrated success standardizing customer service processes and delivering measurable operational improvements
Experience defining service KPIs, establishing reporting practices, and using analysis to improve decisions and results
Track record of implementing ERP, CRM, ticketing, reporting, workflow, or automation improvements with successful user adoption
Experience managing distributed teams and developing managers or frontline leaders
Working knowledge of B2B order management, distribution, logistics, returns, claims, or comparable physical-product workflows
Hands-on, collaborative leadership style with strong communication, analytical judgment, and cross-functional influence
Availability for full-time, permanent, on-site employment at an approved client location
Preferred
Seven to ten years of progressive customer service, customer experience, or operations experience, including five or more years in leadership
Experience in wholesale distribution, furniture, manufacturing, dealer networks, or another order-to-delivery environment
Experience integrating service teams following mergers or acquisitions
Practical experience implementing AI or automation within customer service operations
Experience establishing a structured voice-of-the-customer program
Experience evaluating or managing outsourced service providers
Bachelor's degree in a related field
Professional proficiency in…