Director, Customer Experience & Operations, GI (USCA)

Sherwin-Williams•Minneapolis, MN

1d•$130,507 - $169,667•Onsite

About The Position

The Director, Customer Experience & Operations – General Industrial (USCA) leads two critical pieces of the U.S. and Canada business region: The Customer Service function, and the Business Operations (PNL management) function. For Customer Service, the Director is responsible for delivering a consistent, reliable, and transparent customer experience across the full order‑to‑cash (O2C) cycle. This includes ensuring accuracy and clarity from order entry through production coordination, shipment, issue resolution, and post‑delivery support. In this role, the Director integrates day‑to‑day service operations with broader business execution by aligning closely with Sales, Global Supply Chain (GSC), Finance, and IT. The leader ensures that customer expectations are translated into dependable operational commitments and that internal teams are coordinated around meeting those commitments. This includes managing delivery reliability, backlog visibility, demand/supply coordination, and order quality—key drivers of customer satisfaction and business performance. The Director also oversees a skilled team responsible for frontline service, operational troubleshooting, and data accuracy, helping ensure customers find Sherwin‑Williams easy to work with and responsive to their needs. By balancing customer experience with operational efficiency and process discipline, this role helps strengthen customer relationships, support commercial growth, and improve the predictability and effectiveness of the overall General Industrial (GI) business. For Business Operations, the Director is responsible for proactively engaging with critical functions (eg. GSC, Performance Coatings Group (PCG) Facilities) to optimize PNL cost for the business, while maintaining agreed upon service metrics, and driving continuous improvement across all fronts. Examples of cost driven activities include asset utilization, raw material cost optimization, balanced working capital/conversion cost strategies, and finished good obsolescence optimization.

Requirements

Leadership of Customer Service function.
Leadership of Business Operations (PNL management) function.
Experience in order-to-cash (O2C) cycle.
Alignment with Sales, Global Supply Chain (GSC), Finance, and IT.
Management of delivery reliability, backlog visibility, demand/supply coordination, and order quality.
Oversight of a team responsible for frontline service, operational troubleshooting, and data accuracy.
Experience in optimizing PNL cost for the business.
Experience in maintaining service metrics.
Experience in driving continuous improvement.
Experience in cost-driven activities such as asset utilization, raw material cost optimization, balanced working capital/conversion cost strategies, and finished good obsolescence optimization.

Responsibilities

Delivering a consistent, reliable, and transparent customer experience across the full order‑to‑cash (O2C) cycle.
Ensuring accuracy and clarity from order entry through production coordination, shipment, issue resolution, and post‑delivery support.
Integrating day‑to‑day service operations with broader business execution by aligning closely with Sales, Global Supply Chain (GSC), Finance, and IT.
Ensuring that customer expectations are translated into dependable operational commitments and that internal teams are coordinated around meeting those commitments.
Managing delivery reliability, backlog visibility, demand/supply coordination, and order quality.
Overseeing a skilled team responsible for frontline service, operational troubleshooting, and data accuracy.
Proactively engaging with critical functions (eg. GSC, Performance Coatings Group (PCG) Facilities) to optimize PNL cost for the business, while maintaining agreed upon service metrics, and driving continuous improvement across all fronts.
Optimizing asset utilization, raw material cost, balanced working capital/conversion cost strategies, and finished good obsolescence.