Director, Customer Experience

QXO

• $120K — $150K *
Atlanta, GA 30349In-Person
Business Services
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience
  • 10+ years in customer service, customer experience, or account management
  • Experience in complex, multi-division organizations
  • Strong collaboration with Sales and Operations leadership
  • Proven ability to establish service standards and KPIs
  • Excellent executive communication and stakeholder management skills

Responsibilities

  • Lead the enterprise Customer Experience Program in partnership with operations
  • Define and manage QXO's Customer Experience strategy and service standards
  • Align customer experience with sales strategies and key account management
  • Act as the customer's advocate to Operations and ensure issue management
  • Drive continuous improvement initiatives to enhance customer outcomes
  • Cultivate a CX culture of empathy, accountability, and professionalism

Benefits

  • 401(k) with employer match
  • Comprehensive medical, dental, and vision insurance
  • Generous PTO, holidays, and parental leave
  • Opportunities for paid training and certifications
  • Legal assistance and identity protection support
  • Pet insurance options
  • Employee assistance program (EAP)
Full Job Description
What you'll do:

Organizational leadership and structure
  • Own and operate the enterprise Customer Experience Program in partnership with field operations including
    • Field Operations Leaders
    • Key Account Managers (KAM) supporting strategic and core accounts
  • Ensure clear role clarity and accountability across CX, Sales, and Operations
  • Establish consistent expectations, performance standards, and escalation paths across divisions
  • Build leadership capability and succession within the CX organization


Customer experience strategy and governance
  • Define and own QXO's Customer Experience strategy, operating principles, and service standards
  • Ensure consistent delivery of service levels across all customer segments and divisions
  • Establish and enforce the "One Voice to the Customer" model across all touchpoints
  • Serve as the executive owner of customer experience governance, including KPI reviews and corrective actions


Partnership with Sales
  • Partner with Sales leadership to ensure alignment between customer experience, retention, and growth strategies
  • Define clear engagement models between Account Executives and Key Account Managers
  • Ensure CX provides actionable insights to Sales on service performance, customer risks, and improvement opportunities
  • Sponsor and participate in joint quarterly business reviews with strategic customers


Partnership with Operations
  • Act as the executive voice of the customer to Operations
  • Ensure all customer issues are captured, categorized, and tracked in Salesforce
  • Partner with Operations leaders to translate customer issues into operational improvement initiatives
  • Hold Operations accountable for adopting and sustaining process changes that improve customer outcomes


Issue management and performance oversight
  • Own the enterprise case management model, with Salesforce as the system of record
  • Ensure standardized issue categorization, escalation, and resolution across divisions
  • Establish and monitor service level standards, including response and resolution targets
  • Review performance against CX KPIs including CSAT, NPS, resolution time, and first contact resolution


Continuous improvement and Operations Excellence alignment
  • Partner with the Operations Excellence team to identify systemic issues and root causes
  • Use aggregated customer issue data to drive enterprise-wide improvements
  • Ensure closed loop feedback from customers through CX, Operations, and back to execution
  • Sponsor initiatives that eliminate recurring issues rather than treating symptoms


Culture, capability, and talent development
  • Establish a strong CX culture rooted in customer empathy, accountability, and professionalism
  • Ensure consistent training in communication, negotiation, and Salesforce proficiency
  • Define and support clear career pathways from KAM to Director to enterprise CX leadership
  • Reinforce QXO's values and SQSCP framework in every customer interaction

What you'll bring:

  • Bachelor's degree or equivalent experience
  • 10+ years of experience leading customer service, customer experience, or account management organizations
  • Proven experience operating in complex, multi division or matrixed organizations
  • Strong partnership experience with Sales and Operations leadership
  • Experience establishing service standards, KPIs, and governance models
  • Executive level communication and stakeholder management skills

Preferred
  • Experience in distribution, logistics, manufacturing, or supply chain environments
  • Experience leading enterprise CRM or case management platforms such as Salesforce
  • Track record of translating customer insights into operational and financial outcomes


Success measures
  • Improvement in enterprise CSAT and NPS
  • Consistent SLA adherence across divisions
  • Reduction in repeat and systemic customer issues
  • Improved customer retention and account growth
  • Strong engagement and performance within the CX organization
  • Clear evidence that customer feedback is driving operational improvement

What you'll earn

  • 401(k) with employer match
  • Medical, dental, and vision insurance
  • PTO, company holidays, and parental leave
  • Paid training and certifications
  • Legal assistance and identity protection
  • Pet insurance
  • Employee assistance program (EAP)


* Ladders Estimates

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