Halliburton Company

Director of Customer Experience

Halliburton Company • $100K — $130K *
Houston, TX 77084Hybrid
Business Services
5 - 7 years of experience
4 weeks ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree preferred
  • 7+ years of leadership experience in industrial distribution or customer operations
  • Strong understanding of branch operations and customer-facing workflows
  • Experience building scalable processes and training programs
  • Strong analytical, organizational, and problem-solving skills
  • Excellent communication, presentation, and leadership abilities
  • Experience developing KPIs and operational dashboards preferred

Responsibilities

  • Develop and implement a customer experience strategy aligned with business objectives
  • Standardize customer experience expectations across branches
  • Build scalable service playbooks and escalation processes
  • Improve service responsiveness and issue resolution
  • Develop customer experience training programs in collaboration with HR
  • Measure and analyze customer experience metrics
  • Serve as a connector between Sales, Operations, and other key departments

Benefits

  • PPO Medical & Dental Plans
  • Vision Insurance
  • Company-Paid Basic Life & AD&D
  • Voluntary Life & AD&D
  • Short- and Long-Term Disability
  • Flexible Spending Accounts (FSA)
  • Generous 401(k) with Company Match
Full Job Description
Job Description:

About the Role
At PSS Cross Country Infrastructure Solutions, every team member plays a critical role in delivering the products, equipment, and expertise that keep America's infrastructure projects moving forward.

The Director of Customer Experience is responsible for building and scaling a best-in-class customer experience model across the organization. This role transforms customer experience from an individual skill into a repeatable operating system by partnering with Sales, Operations, Supply Chain, Human Resources, and Branch Leadership to improve responsiveness, accountability, service consistency, and operational execution.

This position plays a key role in improving customer retention, strengthening service delivery, and building scalable processes, training programs, and performance metrics that reinforce the company's culture and values. The ideal candidate understands that exceptional customer experience in industrial distribution is built on urgency, ownership, communication, problem-solving, and reliability.

This position reports to executive leadership and operates in a fast-paced, multi-branch environment.

What You'll Do
Customer Experience Strategy & Execution
  • Develop and implement a company-wide customer experience strategy aligned with business objectives and operational goals
  • Standardize customer experience expectations across branches and business units
  • Build scalable service playbooks, escalation processes, and customer ownership standards
  • Drive consistency in responsiveness, communication, issue resolution, and service recovery
  • Establish customer experience initiatives that support long-term customer retention and trust

Operational Service Excellence
  • Partner with branch leadership and operations teams to improve customer-facing execution
  • Identify friction points throughout the customer journey and implement process improvements
  • Improve service responsiveness, issue resolution speed, and cross-functional coordination
  • Lead initiatives focused on reducing customer effort while increasing trust and reliability
  • Promote operational consistency and service excellence across multiple locations

Training & Capability Development
  • Partner with Human Resources and Training teams to develop customer experience training programs
  • Support customer-facing employees, including Inside Sales, Branch Managers, and Operations personnel
  • Develop reinforcement and certification programs tied to customer experience standards
  • Foster a culture of customer ownership and proactive problem-solving
  • Ensure customer experience expectations are embedded throughout the organization

Metrics, Analytics & Continuous Improvement
  • Develop and maintain customer experience metrics and performance dashboards
  • Monitor customer retention, response times, service recovery effectiveness, customer satisfaction trends, and Net Promoter Score (NPS)
  • Analyze customer and operational data to identify opportunities for improvement
  • Measure the effectiveness of customer experience initiatives and communicate results to leadership
  • Utilize data-driven insights to prioritize strategic initiatives and resource allocation

Cross-Functional Leadership
  • Serve as a connector between Sales, Operations, Supply Chain, Finance, Human Resources, and Branch Leadership
  • Lead customer experience improvement initiatives across the organization
  • Build strong relationships with branch teams and field leadership
  • Promote a culture of accountability, ownership, collaboration, and continuous improvement
  • Influence stakeholders across multiple functions and organizational levels to drive results

What You Bring
  • Proof of eligibility to work in the U.S. (e.g., Social Security card, passport, or other acceptable I-9 documents)
  • Bachelor's degree preferred
  • 7+ years of leadership experience in industrial distribution, supply chain, customer operations, or related operational environments
  • Strong understanding of branch operations and customer-facing workflows
  • Experience building scalable processes, training programs, and service systems
  • Experience leading customer experience, operational excellence, or transformation initiatives
  • Strong analytical, organizational, and problem-solving skills
  • Excellent communication, presentation, and leadership abilities
  • Ability to influence and collaborate across functions and organizational levels
  • Experience developing KPIs, operational dashboards, and performance metrics preferred
  • Familiarity with ERP systems, customer analytics, and multi-location operations preferred
  • Experience within industrial distribution, PVF, MRO, or technical sales environments preferred

Working Conditions
  • Primarily office-based role with periodic travel to branch locations and customer sites
  • Time-sensitive initiatives and business priorities may require occasional overtime
  • Frequent collaboration with branch teams, operations leadership, and executive stakeholders
  • Prolonged periods of sitting and computer work
  • Ability to travel as business needs require

Benefits We Offer
  • PPO Medical & Dental Plans
  • Vision Insurance
  • Company-Paid Basic Life & AD&D
  • Voluntary Life & AD&D
  • Short- and Long-Term Disability
  • Flexible Spending Accounts (FSA) for Health & Dependent Care
  • Generous 401(k) with Company Match

About Halliburton Company

Halliburton is one of the world's largest providers of products and services to the energy industry. With more than 55,000 employees in approximately 70 countries, the company serves the upstream oil and gas industry throughout the lifecycle of the reservoir — from locating hydrocarbons and managing geological data, to drilling and formation evaluation, well construction and completion, and optimizing production through the life of the field.

Halliburton Company Careers

Join the Halliburton Company, a global leader in the energy sector, and be part of a team that values innovation, leadership, and diversity. At Halliburton, we offer unparalleled job opportunities and a culture that fosters growth and professional development.

Work You’ll Do

At Halliburton, your work will directly contribute to some of the most innovative projects in the energy industry. Our team at Halliburton is dedicated to excellence in every aspect of our operations, from engineering to field services. With a focus on sustainable solutions, you will be at the forefront of technological advancement, helping to drive energy efficiency and innovation.

Join a Leading Team

Become a part of a diverse team of over 40,000 professionals worldwide. Halliburton is not just a company; it's a community where you can grow your career. We offer a variety of positions across multiple fields, ensuring that your career path is as unique as your skills and interests.

Innovative Work

Engage in groundbreaking work that challenges the status quo and pushes the boundaries of what is possible in the energy sector. Halliburton is a place where innovation is not just encouraged—it's expected.

Career Development

Halliburton is committed to the professional growth of every team member. From leadership training to skills development workshops, we provide the tools needed to advance your career. Our robust internship programs offer a gateway to full-time employment, giving you a head start in the industry.

Diversity and Inclusion

At Halliburton, we believe that diversity fuels innovation. We are committed to creating an inclusive environment where all employees can thrive. Our diversity training programs are designed to foster an inclusive culture that respects and values individual differences.

Benefits and Culture

Halliburton offers a competitive benefits package that supports the health, well-being, and financial security of our employees and their families. Benefits include health care, life insurance, retirement plans, and more. Our culture is built on a foundation of respect, integrity, and collaboration, making Halliburton a great place to work.

Explore Job Opportunities

Whether you’re looking for an internship, entry-level, or a more experienced position, Halliburton has opportunities that can lead to a rewarding career. Enhance your resume, prepare for your interview, and join a team that’s committed to excellence.

Stay Connected

Join the Halliburton professional network, and stay up-to-date with new job openings and company news. Explore our career site to find positions that match your skills and interests, and subscribe to receive personalized job alerts and updates.

Halliburton Company – Empowering the World’s Energy Future

At Halliburton, we are not just filling positions; we are investing in the next generation of energy leaders. Ready to start your journey with us? Search Halliburton jobs today and find out where your talents can take you.

SEARCH HALLIBURTON JOBS

Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

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Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Halliburton Company.
Learn more about Halliburton Company
Size
40,000 employees
Market Cap
$34.2 billion
Industry
Energy & Utilities
Net Income
-$2.9 billion
5 Year Trend
-0.8%
Revenue
$14.4 billion
NASDAQ
HAL
* Ladders Estimates

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