Customer Experience Project Manager

Airgas•Tulsa, OK

3d•Hybrid

About The Position

The Customer Experience Project Manager will be a key member of the Central Division Customer Experience team, responsible for leading and coordinating initiatives that improve the Customer Effort Score (CES) across four regions: Southwest (SW), Mid-South (MS), Gulf Coast (GC), and Intermountain (IM). This role is fundamentally about execution and influence. The CX Project Manager will translate CES data into structured improvement initiatives, manage cross-functional workstreams across regional operations and the Business Support Center (BSC), and drive accountability for outcomes in an environment where direct authority is limited and results depend on collaboration and persuasion. The ideal candidate combines project management discipline with analytical fluency, capable of diagnosing CES drivers from data and converting that diagnosis into initiatives that get implemented and deliver measurable score improvement.

Requirements

Bachelor's degree in Business Management, Finance, Engineering, or related field.
5+ years in roles leading cross-functional projects or back office operations within a business unit, preferably in distribution or industrial environments.
3+ years of demonstrated experience influencing and collaborating with stakeholders across multiple organizational levels without direct authority.
Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and Google Suite.
Experience with SAP ECC, SAP BW, and Power BI or similar reporting platforms.
Ability to travel up to 50% across the Central Division (SW, MS, GC, IM regions).
Proven ability to drive results in a matrixed environment where influence and credibility replace formal authority.
Strong communication and presentation skills, with comfort engaging both operational teams and senior leadership audiences.
Entrepreneurial and adaptive mindset: comfortable setting structure in ambiguous situations and operating at pace in a fast-moving environment.
Strong business acumen with expert knowledge of customer service operations in industrial or distribution settings.
Analytically fluent: able to interpret CES and operational data independently and convert insights into actionable project scopes.

Nice To Haves

Formal project management or process improvement certification is a plus (PMP, Six Sigma Yellow Belt, Green Belt, or equivalent).
PMP, Six Sigma Yellow Belt, Green Belt, or equivalent certification.
Experience with Winshuttle or similar process automation tools.

Responsibilities

Own the CES improvement roadmap for the Central Division — defining initiatives, setting timelines, assigning ownership, and tracking outcomes across all ten CES elements.
Lead cross-functional improvement projects involving regional operations, sales, customer support, and BSC teams, driving execution without direct authority over participants.
Manage the formal action proposal process (Propose Action workflow), ensuring submissions are structured, data-backed, and tied to measurable CES targets.
Maintain a live project portfolio with clear status, risks, and next steps, providing the Director of Customer Experience with consistent visibility into initiative progress.
Conduct periodic site visits across the four regions to assess CES-related operations, identify local improvement opportunities, and support on-the-ground implementation.
Serve as the primary liaison between the region and the BSC to coordinate action on the four BSC-managed CES elements (Credits, Dispute Cases, Unapplied AR, AR 60 Days Past Due).
Translate CES performance data into clear, prioritized action items for CX Managers (GC/IM and MS/SW) and BSC counterparts, ensuring alignment and follow-through.
Facilitate regular coordination cadences between regional CX teams and the BSC, maintaining momentum on shared improvement initiatives.
Manage stakeholder relationships across multiple organizational levels — from front-line operations to Division leadership — with the ability to influence without formal authority.
Partner with the Director of BPI on cross-functional initiatives where CES improvement and process improvement intersect.
Own the monthly CES tracking process across all ten elements, with visibility at the division, region, and branch level.
Identify trends, outliers, and deteriorating elements on a monthly basis and translate findings into prioritized action for the CX team.
Benchmark Central Division CES performance against other divisions monthly and escalate gaps requiring leadership attention.
Prepare executive-ready CES performance summaries and initiative updates for the Director of Customer Experience and Division leadership.
Apply Six Sigma methodology to diagnose recurring CES drivers, design corrective actions, and sustain improvements over time.
Conduct comprehensive root cause analysis for high-impact CES elements, converting findings into structured improvement plans with defined owners and timelines.
Support internal process benchmarking in partnership with regional and BSC stakeholders to identify and replicate best-in-class practices across the division.
Champion a culture of continuous improvement within the CX team and among cross-functional partners.
Leverage data from SAP ECC, SAP BW, and the CES Power BI dashboard to diagnose score components, identify trends, and build the analytical foundation for improvement initiatives.
Maintain and evolve reporting tools that provide the CX team with timely, actionable visibility into CES performance.
Assess the effectiveness of improvement initiatives through data and adjust approaches based on outcomes.