DIRECTOR, CUSTOMER EXPERIENCE

General Logistics Systems US, Inc.•Mesa, AZ

About The Position

GLS Group is one of the largest parcel services providers in Europe, with a strong local presence in almost all countries across the continent. It also operates through wholly owned subsidiaries in Canada and on the USA’s West Coast within one GLS network. This allows GLS to seamlessly connect its customers and communities with millions of parcels and stories every day. GLS’ network connects its markets with high velocity and flexibility to respond to their fast-changing and dynamic nature. The company provides high quality service tailored to its customers’ needs across more than 50 countries. The GLS network consists of over 120 hubs and more than 1,600 depots, supported by more than 36,700 vans, light vehicles and walkers, and 6,400 trucks. This offers network resilience, superior flexibility, and extended reach. In 2024/25, GLS generated record revenues of 5.9 billion euros and delivered 926 million parcels across the markets. For more information, visit www.gls-group.com. PRIMARY FUNCTION: The Director of Customer Experience provides strategic leadership and operational oversight for the organization’s customer experience function. This role is responsible for developing service strategies, driving exceptional customer experiences, leading high-performing teams, and ensuring service operations align with business goals. The Director partners cross-functionally to improve customer satisfaction, retention, and loyalty while optimizing efficiency and performance.

Requirements

Bachelor’s degree in Business Administration, Management, or a related field (Master’s preferred)
8–12+ years of progressive customer service or customer experience leadership
5+ years of people management at a senior level
Proven experience scaling customer service operations
Strong analytical skills with experience using performance metrics and dashboards
Experience leading multi-channel or omnichannel service environments
Background in SaaS, healthcare, financial services, retail, or call center environments (industry-dependent)
Experience with CRM and customer service platforms (e.g., Salesforce, Zendesk, ServiceNow)
Professional certifications (e.g., CX, Six Sigma, Lean)
Strategic thinking and execution
Executive-level communication
Data-driven decision making
Change management
Employee engagement and development
Conflict resolution and escalation management
Customer-centric mindset

Responsibilities

Develop and execute a customer experience strategy aligned with organizational objectives
Establish service standards, policies, and procedures to deliver consistent, high-quality customer experiences
Translate customer insights into actionable improvements across products, processes, and services
Lead change management initiatives to enhance scalability and service excellence
Oversee daily customer experience operations across all channels (phone, email, chat, social, self-service, etc.)
Ensure service level agreements (SLAs), KPIs, and quality metrics are consistently met or exceeded
Implement and optimize customer experience technologies, tools, and workflows
Manage budgets, forecasting, and resource planning for the department
Lead and optimize the end-to-end parcel claims process, ensuring efficient resolution, financial accountability, compliance, and root cause analysis to reduce claims and improve overall service performance
Recruit, develop, coach, and retain customer experience leaders and teams
Build a performance-driven, customer-centric culture
Establish training, onboarding, and continuous improvement programs
Conduct performance reviews and succession planning
Monitor customer satisfaction metrics (CSAT, NPS, CES) and lead improvement initiatives
Handle escalated customer issues and ensure timely, effective resolutions
Partner with Quality Assurance to drive service consistency and compliance
Champion the “voice of the customer” across the organization
Collaborate with Sales, Product, Operations, IT, Marketing, and Finance to improve end-to-end customer journeys
Provide regular reporting and insights to executive leadership
Support product launches, process changes, and organizational initiatives from a service perspective
May be required to perform tasks beyond those explicitly listed in this role.