Director, Customer Experience

QXO•Atlanta, GA

About The Position

QXO is a leading distributor and installer of building products serving an $800 billion market. The company’s mission is to modernize the building products industry through advanced technology and a best-in-class customer experience. QXO is North America’s largest distributor and installer of insulation, the second-largest distributor of roofing products, the second-largest publicly traded distributor of lumber and building materials, and the largest distributor of waterproofing products. The company is targeting $50 billion in annual revenue within the decade through accretive acquisitions and organic growth. For more information, visit QXO.com.

Requirements

Bachelor’s degree or equivalent experience
10+ years of experience leading customer service, customer experience, or account management organizations
Proven experience operating in complex, multi division or matrixed organizations
Strong partnership experience with Sales and Operations leadership
Experience establishing service standards, KPIs, and governance models
Executive level communication and stakeholder management skills

Nice To Haves

Experience in distribution, logistics, manufacturing, or supply chain environments
Experience leading enterprise CRM or case management platforms such as Salesforce
Track record of translating customer insights into operational and financial outcomes

Responsibilities

Own and operate the enterprise Customer Experience Program in partnership with field operations including Field Operations Leaders and Key Account Managers (KAM) supporting strategic and core accounts.
Establish consistent expectations, performance standards, and escalation paths across divisions.
Build leadership capability and succession within the CX organization.
Define and own QXO’s Customer Experience strategy, operating principles, and service standards.
Ensure consistent delivery of service levels across all customer segments and divisions.
Establish and enforce the “One Voice to the Customer” model across all touchpoints.
Serve as the executive owner of customer experience governance, including KPI reviews and corrective actions.
Partner with Sales leadership to ensure alignment between customer experience, retention, and growth strategies.
Define clear engagement models between Account Executives and Key Account Managers.
Ensure CX provides actionable insights to Sales on service performance, customer risks, and improvement opportunities.
Sponsor and participate in joint quarterly business reviews with strategic customers.
Act as the executive voice of the customer to Operations.
Ensure all customer issues are captured, categorized, and tracked in Salesforce.
Partner with Operations leaders to translate customer issues into operational improvement initiatives.
Hold Operations accountable for adopting and sustaining process changes that improve customer outcomes.
Own the enterprise case management model, with Salesforce as the system of record.
Ensure standardized issue categorization, escalation, and resolution across divisions.
Establish and monitor service level standards, including response and resolution targets.
Review performance against CX KPIs including CSAT, NPS, resolution time, and first contact resolution.
Partner with the Operations Excellence team to identify systemic issues and root causes.
Use aggregated customer issue data to drive enterprise-wide improvements.
Ensure closed loop feedback from customers through CX, Operations, and back to execution.
Sponsor initiatives that eliminate recurring issues rather than treating symptoms.
Establish a strong CX culture rooted in customer empathy, accountability, and professionalism.
Ensure consistent training in communication, negotiation, and Salesforce proficiency.
Define and support clear career pathways from KAM to Director to enterprise CX leadership.
Reinforce QXO’s values and SQSCP framework in every customer interaction.