Illinois Tool Works

Director, Customer Experience and Service Operations

Illinois Tool Works • $125K — $150K *
Appleton, WI 54915In-Person
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in a related field.
  • 10+ years of experience in customer experience and service operations.
  • Proven leadership in customer experience, service operations, or aftermarket within industrial sectors.
  • Strategic capability in executing growth-oriented service strategies and enhancing customer loyalty.
  • Strong customer-centric mindset with the ability to translate insights into actionable improvements.
  • Experience in influencing change across diverse organizational levels and functions.
  • Global experience with awareness of regional market variations.

Responsibilities

  • Develop and execute a strategic plan for customer experience and service excellence to boost customer loyalty.
  • Collaborate with leadership to maintain high customer satisfaction and service performance metrics.
  • Enhance service standards and processes for a consistent customer experience across the organization.
  • Oversee warranty governance, focusing on product reliability and customer satisfaction improvements.
  • Manage service network performance with authorized providers to ensure quality service delivery.
  • Cultivate organizational talent through coaching and succession planning initiatives.

Benefits

  • Opportunity to lead strategic initiatives in a global role.
  • Potential for professional growth within a robust organizational structure.
  • Chance to influence significant business outcomes and customer satisfaction levels.
  • Collaborative work environment with cross-functional teams for impact-driven initiatives.
  • Flexibility in a role that requires collaboration across regional markets.
Full Job Description
Job Description:

Director, Customer Experience & Service Operations, is responsible for establishing and leading the segment strategy for customer experience, service excellence and service network performance to drive sustainable growth and customer loyalty. This role provides strategic leadership across the Welding Segment to create differentiated end-to-end customer experience while strengthening aftermarket capabilities and profitable growth.

Working collaboratively with VP/GMs, Sales Leaders, Service Managers, Product Management, and Regional Teams globally, this role will drive continuous improvement in customer-facing metrics, service effectiveness, service network capabilities, and aftermarket performance.

Key Responsibilities:
  • Develop and execute the segment strategy for customer experience, service excellence, warranty governance, and aftermarket growth to strengthen customer loyalty and drive profitable growth.
  • Partner with VP/GMs, divisional leadership teams, and service managers to establish and maintain ITW-caliber customer-facing metrics, including customer satisfaction, responsiveness, loyalty, service performance, and warranty effectiveness.
  • Lead the development and continuous improvement of segment-wide service standards, capabilities, and processes to deliver a differentiated and consistent customer experience across divisions and regions.
  • Lead warranty governance processes to identify systemic issues, improve product reliability, enhance customer satisfaction, and reduce warranty costs through cross-functional collaboration.
  • Lead the strategy, governance, and performance of service networks, including authorized service providers, distributors, and channel partners, to ensure consistent service quality globally.
  • Develop organizational capability and future leadership pipelines within customer experience and service functions through coaching, talent development, and succession planning.


How to be successful:
  • Proven Leadership - Demonstrated success leading customer experience, service operations, aftermarket, or commercial support organizations within complex industrial businesses.
  • Strategic Depth - Proven ability to develop and execute strategies that improve customer loyalty, strengthen service capabilities, and drive profitable growth.
  • Customer-Centric Mindset - Passion for understanding customer needs and translating insights into differentiated customer experiences and business improvements.
  • Collaborative Influence - Track record of building alignment and influencing change across multiple levels of the organization, including VP/GM leadership teams, without direct authority.
  • Talent Leadership - Demonstrated ability to develop high-performing teams and build organizational capability through coaching, development, and succession planning.
  • Global Perspective - Experience working across multiple regions and cultures to establish consistent standards while adapting to local market needs.
  • Flexibility & Commitment - Willingness to travel (approximately 25-40%) to partner directly with divisional leaders, regional teams, customers, and service partners.

Experience Required:
  • Must have a bachelor's degree in a related field.
  • 10+ years' experience in a related field.


About Illinois Tool Works

ITW is an industrial manufacturing company that specializes in the fields of industrial machinery, engineering, operations, sales, marketing, finance, and accounting. It's in deep-sea oil rigs, aerospace technology, bridges and wind turbines, healthcare, the spaces in which they live and work, the cars they drive, and the mobile devices they rely on. It was founded in 1912 and headquartered in Glenview Nas, Illinois.

Illinois Tool Works Careers

Join the dynamic team at Illinois Tool Works (ITW), a global leader in diversified manufacturing, where innovation and excellence drive us forward. ITW offers unparalleled job opportunities, fostering a culture of growth and leadership in the industry.

Work You’ll Do

At Illinois Tool Works, you will be part of a professional community that thrives on creativity and innovation. Our employees are equipped with the skills needed to succeed and are provided with endless opportunities for professional growth. Engage in work that matters, with projects that transform industries and enhance futures.

Explore Career Paths

Whether you're seeking an internship, a graduate opportunity, or a seasoned professional position, ITW offers a range of career paths across various departments. Our team benefits from a supportive and diverse working environment where every member’s contribution is valued.

Innovate and Lead

Join a team where innovation leads to revolutionary solutions in industries worldwide. At ITW, you will work alongside industry experts to develop new ideas and strategies that keep us at the forefront of technological advancements. Your career at ITW will be marked by a continuous journey of growth and leadership.

Develop Your Skills

With ITW’s commitment to professional development and diversity training, you will enhance your skills through targeted training programs and workshops. These opportunities not only boost your career but also ensure you stay competitive in the job market.

Be Part of Our Culture

ITW is dedicated to building a culture that respects and embraces diversity, encourages innovation, and fosters leadership. Our team is our greatest asset, and we believe in providing them with the benefits and resources they need to succeed both professionally and personally.

Networking and Professional Growth

Expand your professional network through ITW’s global presence and collaborative work environment. Engage with professionals across different sectors, gaining insights that can lead to significant career advancements. Our networking events and professional groups help you connect with key industry leaders and peers.

Join Our Team

Search for open positions that match your skills and interests on the ITW Careers page. We are looking for passionate, curious, and solution-driven team players who are ready to take their career to the next level.

Stay Connected

Keep up to date with the latest industry trends, company news, and career tips by following our careers blog. Personalize your experience by subscribing to job alert emails, tailored to your preferences and career goals. Explore the opportunities at Illinois Tool Works today and discover how your expertise can help shape the future of our company and the industries we serve. Join us in our mission to achieve excellence through innovation and leadership.
Learn more about Illinois Tool Works
Size
45,000 employees
Market Cap
$68.1 billion
Industry
Manufacturing & Automotive
Net Income
$2.1 billion
Founded
1912
5 Year Trend
+1.2%
Revenue
$12.5 billion
NASDAQ
ITW
* Ladders Estimates

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