Director, Customer Experience

Veralto Global • Hemet, CA

1d • Hybrid

About The Position

Join McCrometer as our Director of Customer Experience and lead the charge in creating positive, seamless, and consistent customer journeys! In this pivotal role, you’ll oversee Customer Service, Order Entry, Technical Support, Field Service, and Service Administration, collaborating across departments to leverage best practices. We will rely on you to develop and foster a high-performing team that drives profitable outcomes and elevates the customer experience at every touchpoint. If you’re passionate about shaping strategy, building strong relationships, and making a measurable impact, this is your opportunity to lead McCrometer’s commitment to customer success. This position reports to the President of McCrometer as part of the leadership team and will be onsite 3-4 days in Hemet CA.

Requirements

• Bachelor’s degree in Business, Operations, or related field; MBA preferred.
• 10+ years of experience in customer-facing leadership roles, with proven success in leading and driving accountability across multi-functional teams, dispersed teams
• Proven track record implementing CX frameworks, process optimization, and digital tools (eg: Salesforce, Esker, Oracle Fusion)
• Demonstrated success defining a clear vision, building a roadmap, and executing initiatives with measurable results driving continuous improvement at every stage
• Strong financial acumen and prior experience managing a departmental budget
• Ability to travel 25% domestically

Nice To Haves

• MBA preferred.

Responsibilities

• Strategic Leadership: Define and execute a unified Customer Experience strategy aligned with organizational goals. Set performance metrics and drive continuous improvement across all customer-facing functions. Cultivates teamwork and models a positive, supportive attitude towards others.
• Customer Service & Order Entry: Ensure accurate, timely order processing and resolve discrepancies. Improve response times, digital adoption, and communication standards.
• Technical Support: Lead teams to deliver expert troubleshooting and escalation management. Implement knowledge-sharing and training programs to boost technical competency.
• Field Service: Oversee installation, maintenance, and repair operations with strict safety and quality compliance. Optimize scheduling and resource allocation for efficiency.
• Cross-Functional Collaboration: Partner with Sales, Marketing, Operations, and Finance to deliver a holistic customer experience. Promote a service culture that creates meaningful customer touchpoints.
• Operational Excellence: Manage CX budget, control costs, and support continuous improvement initiatives. Ensure compliance with safety regulations and company policies.

Benefits

• Permissive Paid Time Off
• Health, dental, vision and 401(k) with match starting Day 1!
• Powerful team looking forward to working with you
• Professional onboarding and training, with a culture invested in your development

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees