Director, Customer Experience

Ergon, Inc•Flowood, MS

About The Position

Ergon, Inc. is seeking a Director of Customer Experience to build and lead Lampton Love's centralized customer experience organization across 35 branch locations and all product lines, including propane and commercial fuels. The role will create a consistent, customer-centered operating model for order intake, account and billing support, customer communications, issue resolution, and service recovery. The Director owns the end-to-end customer experience strategy and translates it into practical processes, service standards, technology requirements, employee training, and measurable results. The position requires knowledge of customer service operations, customer experience management, and customer journey mapping, and the ability to connect commercial commitments to branch and field execution. The Director reports to the Senior Vice President & General Manager and leads the Central Customer Service Center, expected to include Order Intake and Scheduling, Account Setup and Billing Support, and Customer Support and Issue Resolution. The role partners with propane operations, branch leadership, propane and commercial fuels operations, sales, supply and logistics, billing and credit, technology, human resources, marketing and analytics, and operational excellence, safety, and compliance.

Requirements

Bachelor of Science degree in business administration, management, marketing, operations, or another business-related field preferred; appropriate progressive experience may be considered in place of a degree.
Seven or more years of progressive experience in customer service, customer experience, customer operations, or a related field preferred.
Three or more years of leadership experience with responsibility for people, processes, performance, and organizational change preferred.
Demonstrated experience with customer journey mapping, service design, process improvement, and implementation of standardized customer-facing procedures.
Working knowledge of CRM or case-management platforms, contact-center technology, ERP or billing systems, reporting tools, and customer feedback platforms preferred.

Nice To Haves

Experience building, centralizing, or transforming a multi-location customer service operation strongly preferred.
Experience in energy, fuels, propane, distribution, logistics, utilities, or another operationally complex service business preferred.

Responsibilities

Establish and communicate a customer experience vision, service promise, and operating model across products, channels, and branch locations.
Build the centralized Customer Service Center, including its organization design, staffing, role clarity, work allocation, schedules, escalation coverage, and leadership routines.
Create a culture of ownership in which the centralized team remains accountable for customer communication and case closure, including when resolution requires another department.
Develop annual priorities, budgets, resource plans, and technology requirements that support growth in propane and commercial fuels.
Serve as the senior customer advocate in commercial, operational, and technology decisions.
Define standards and behaviors that support a reliable, effortless, and consistent customer experience across the customer lifecycle.
Establish a voice-of-the-customer program using surveys, complaints, compliments, customer interviews, service data, and frontline feedback.
Identify recurring customer friction, unmet expectations, and root causes, and sponsor corrective actions with the functions responsible for the underlying processes.
Create closed-loop service recovery practices so customers are informed, commitments are tracked, and lessons are applied across the organization.
Partner with sales and marketing to align customer promises, onboarding, communications, retention efforts, and growth opportunities.
Lead current-state and future-state journey mapping for customer journeys including inquiry, quote, account setup, ordering, scheduling, delivery, billing, support, complaint resolution, renewal, and retention.
Facilitate cross-functional workshops to document customer goals, actions, emotions, channels, important moments, handoffs, failure points, and improvement opportunities.
Translate journey maps into standard operating procedures, role definitions, controls, training, system requirements, and measurable service improvements.
Use process data and customer feedback to prioritize improvements based on customer impact, operational feasibility, risk, and business value.
Maintain journey maps as active management tools and update them as products, customer needs, processes, and technology change.