What We Are Looking For

The Customer Experience Leader strengthens the commercial operating model by improving customer service performance, revenue process effectiveness, and end-to-end customer experience. This role partners closely with Sales, Marketing, IT, and Operations to improve order-to-cash execution, reduce service friction, strengthen Voice of Customer programs, improve sales performance visibility, and deliver measurable improvements in Net Promoter Score (NPS) and Customer Charter execution.

Key Responsibilities:
Customer Experience, Service & Revenue Operations

• Lead and elevate the skillset of the Customer Service team, ensuring high-quality, efficient operations and consistent execution.
• Own and operationalize Net Promoter Score performance, translating customer feedback into clear actions, accountability, and measurable improvement.
• Ensure consistent execution of the DuroDyne Customer Charter, embedding service commitments, escalation processes, and measurable outcomes.
• Establish and manage Voice of Customer programs, including surveys, service performance insights, closed-loop feedback, and "we heard you" actions.
• Partner with Sales, Marketing, IT, and Operations to improve revenue processes, customer issue resolution, order visibility, and overall commercial execution.
• Implement and manage pricing strategies in collaboration with the product, sales, and finance teams to maximize profitability while growing market share.
• Oversee revenue operations processes and operating rhythms, ensuring clear ownership, disciplined execution, performance tracking, and alignment across Sales, Customer Service, Marketing, Finance, IT, and Operations.
• Drive digital self-service adoption and reduce service friction by partnering with IT teams on tools, workflows, and customer-facing capabilities.
• Use data, analytics, and CRM insights to identify service trends, improve customer retention, and support revenue growth priorities.

Key Competencies

• Customer service leadership and operational execution
• Revenue operations and commercial process improvement
• Voice of Customer, NPS, and service performance management
• Cross-functional influence across Sales, Marketing, IT, Supply Chain, and Operations
• Data-driven problem solving and customer-focused execution

Experience and Qualifications

• 8+ years in customer experience, revenue operations, sales operations, or customer service leadership, preferably in B2B or industrial environments with distributor channels.
• Experience leading or closely partnering with customer service/support organizations.
• Strong understanding of NPS, Voice of Customer, service metrics, and customer insight programs.
• Proven ability to improve commercial processes, service workflows, issue resolution, and customer-facing operating rhythms.
• Demonstrated ability to lead cross-functional transformation initiatives across Sales, Marketing, IT, Operations, and Customer Service.

What We Offer

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $125k - $163k annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for a Short Term Incentive (STI) bonus of 15% in accordance with the terms of the Company's applicable plan. Employees in this role are not eligible for overtime.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.