Director of Customer Experience

Role Overview

• Lead, develop, and hold accountable a multi-team customer experience organization including Customer Service and Account Management.
• Establish clear performance expectations, KPIs, and service standards; provide ongoing coaching and development to direct reports and their teams.
• Build a scalable department structure that supports business growth and delivers a consistent, high-quality customer experience at every tier.
• Define and execute a customer experience strategy aligned with CCFS’s growth, retention, and service objectives.
• Establish and manage tiered service models that ensure the right level of support is matched to each customer relationship.
• Serve as the voice of the customer, surfacing insights, identifying systemic gaps, and driving improvements that enhance satisfaction and loyalty.
• Oversee proactive account management activities for high-value clients, including onboarding, business reviews, and relationship outreach.
• Monitor account health and revenue trends; ensure Sales and operational teams are engaged and accountable when performance changes require attention.
• Guide the team in balancing strategic relationship management with efficient delegation of day-to-day service needs.
• Partner with multiple departments to align priorities, resolve complex customer issues, and improve the end-to-end experience.
• Own the escalation path for high-impact customer situations, ensuring swift resolution with appropriate stakeholder involvement.
• Lead process improvement and automation initiatives that reduce manual work, improve efficiency, and support customer self-service over time.
• Develop reporting and dashboards that provide leadership with clear visibility into team performance, account health, and customer satisfaction trends.

Requirements

• 5+ years of experience in customer experience, account management, or customer service leadership, with 2+ years in a director-level role.
• Proven ability to lead and develop multi-team organizations in a fast-paced, service-driven environment.
• Strong analytical mindset; comfortable using data to identify trends, measure performance, and drive decisions.
• Track record of successful cross-functional collaboration and holding peers accountable to shared outcomes.
• Excellent communication skills; confident presenting to senior leadership and engaging directly with key clients.
• Experience in freight, logistics, or transportation is a plus but not required.

Tech Stack

• Swift

Benefits

• Medical, Vision, Dental, Supplemental, and Life Insurances available.
• Paid time off
• Paid holidays
• Paid community volunteer time
• 401k retirement plan