Director of Customer Experience & Project Management [HT-1019756]

VisionSpark•Columbus, OH

1d•Onsite

About The Position

Suburban Steel Supply is seeking a proactive, process-driven leader to join their team as the Director of Customer Experience & Project Management. This role is ideal for someone who thrives in a fast-paced environment, excels at building relationships, and brings structure to complex priorities. The Director will be responsible for improving how the business serves its customers, driving consistency in communication and process, and removing obstacles that impact the customer experience. The impact of this role will be felt across the company through stronger relationships, improved execution, and a more consistent, high-quality customer experience. This is a full-time, in-person position based in Columbus, OH, with some regional travel required.

Requirements

Minimum of 5 years of project management experience
At least 5 years of direct team leadership experience with responsibility for managing and developing people
Proven experience building and maintaining strong customer relationships
Demonstrated ability to drive accountability across teams and ensure follow-through
Willingness and ability to travel regionally (approximately 10–20%)

Nice To Haves

Experience in steel fabrication, construction, or a related industry
Background in construction management, including residential projects
Experience with estimating, bidding, and project scoping
Bachelor’s degree in a technical field and/or relevant certifications or industry experience
Experience working within an EOS (Entrepreneurial Operating System) environment
Strong financial acumen, including exposure to P&L and participation in financial reviews
Bilingual in English and Spanish
Based in or familiar with the Midwest region
Experience working within an ESOP environment

Responsibilities

Provide leadership, management, and accountability (LMA) for the Estimating and Project Management teams.
Set clear expectations, coach team members, and drive consistent execution.
Reinforce a strong, team-oriented culture aligned with company values.
Own and execute a consistent, high-quality customer experience while ensuring projects are delivered in alignment with scope, schedule, and margin expectations.
Oversee project flow including field measuring, tracking, and coordination of production and installation schedules.
Maintain proactive communication and manage expectations with customers and internal teams.
Lead issue resolution efforts to keep projects on track and moving forward.
Oversee bid board activity and ensure timely, accurate estimating execution.
Vet and prioritize bid opportunities based on strategic fit.
Ensure consistent application of pricing methodology and alignment with project scope.
Drive alignment between bid pricing and actual project performance.
Monitor project margins and identify risks or erosion early.
Partner with finance to review job profitability and performance trends, as well as estimated versus actual performance.
Execute and improve customer experience and sales processes.
Partner with HR to develop training and drive process adoption.
Oversee customer onboarding, contract adjustments, and support contract review.
Identify and implement workflow improvements to increase efficiency and consistency.
Work cross-functionally to ensure alignment and improve communication across teams.
Participate in the Safety Committee and support a safety-first culture.
Operate effectively in a hands-on, fast-paced environment.
Balance urgency with accuracy and professionalism while staying close to day-to-day execution.