Director, Customer Service and Order Management, CSS North America

Ingersoll Rand Careers•Quincy, NC

About The Position

The Director of Customer Service and Order Management is a senior leadership role accountable for delivering an exceptional, differentiated customer experience across people, products, and services. This leader sets the strategy and direction for customer service and satisfaction performance, ensuring alignment with Ingersoll Rand’s growth priorities, Operating Plan commitments, and customer-centric culture. The Director balances customer advocacy with financial and operational outcomes - driving profitable growth, strong customer relationships, and continuous improvement. The role ensures customer-facing processes remain scalable, relevant, and responsive to changing customer and business needs.

Requirements

Bachelor’s degree in business, Finance, Engineering, Marketing, or a related field required.
10+ years of progressive management experience, including leading customer-facing organizations.
5–7 years of experience in senior customer service, customer experience, or commercial-facing roles.
Demonstrated ability to lead complex, cross-functional teams while building followership and alignment.
Strong people leadership and coaching skills with a track record of developing future leaders.
Proven experience driving change through operational excellence and performance improvement frameworks (IRX or equivalent).
Advanced understanding of ERP and CRM platforms and how they support customer experience and operational outcomes.
Customer-centric mindset paired with strong business and financial acumen.
Clear, confident communicator able to influence at all levels of the organization.

Responsibilities

Serve as a trusted partner to channel, functional, and regional business leaders to execute Customer Service and Customer Satisfaction strategies aligned with the Annual Operating Plan and Make Life Better Plan.
Deliver Voice of Customer insights that identify barriers to growth, enhance loyalty, and improve the customer experience across the enterprise.
Deeply understand customer buying behaviors and requirements; translate insights into actionable recommendations for Sales, Marketing, Services, Manufacturing, and Distribution.
Discover, document, and continuously improve end-to-end Customer Journeys, ensuring experiences are simple, consistent, and value-adding.
Own customer backlog performance, minimizing past-due orders, resolving invoice disputes, maximizing shipment revenue, and protecting customer satisfaction and profitability.
Make data-driven decisions that balance customer needs with operational feasibility and financial outcomes.
Maintain strong working knowledge of Ingersoll Rand brands, systems, and operating processes to enable effective decision-making and accountability.
Lead a culture of continuous improvement using IRX methodologies and tools to improve service quality, productivity, and process efficiency.
Establish, monitor, and act on KPIs and performance metrics that measure customer service effectiveness and operational health.
Harmonize and standardize customer service and satisfaction processes across channels, brands, business units, operating systems, and regions where possible.
Own and continuously improve the Customer Service and Customer Satisfaction IDM process.
Recruit, develop, and retain high-performing talent through clear goal setting, coaching, feedback, and performance management.
Create an inclusive, engaged, and accountable environment that supports learning, development, and leadership growth.
Lead employee engagement initiatives including coaching, training, rewards and recognition, and talent development planning.
Ensure all customer interactions and issue resolutions are accurate, timely, and consistent with Ingersoll Rand standards.
Ensure compliance with all legal, regulatory, and ethical requirements impacting the customer service function.
Uphold the highest standards of integrity and professionalism in all customer and employee interactions.