Director of Customer Experience

CrossCountry Freight Solutions • Eagan, MN

1d

About The Position

CrossCountry Freight Solutions (CCFS) is seeking a dynamic and experienced Director of Customer Experience to lead customer-facing teams and shape the future of client service. This role involves owning the strategy, structure, and performance of Customer Service and Account Management organizations, ensuring all customer interactions align with the brand's quality and care. It's a leadership position at the intersection of strategy and execution, requiring the building and coaching of high-performing teams, driving cross-functional collaboration with Sales, Operations, and other departments, and utilizing data and customer feedback for continuous improvement. The Director will impact customer retention, satisfaction, and long-term growth through resolving account challenges, establishing service standards, and developing team members.

Requirements

• 5+ years of experience in customer experience, account management, or customer service leadership.
• 2+ years in a director-level role.
• Proven ability to lead and develop multi-team organizations in a fast-paced, service-driven environment.
• Strong analytical mindset; comfortable using data to identify trends, measure performance, and drive decisions.
• Track record of successful cross-functional collaboration and holding peers accountable to shared outcomes.
• Excellent communication skills; confident presenting to senior leadership and engaging directly with key clients.

Nice To Haves

• Experience in freight, logistics, or transportation is a plus but not required.

Responsibilities

• Lead, develop, and hold accountable a multi-team customer experience organization including Customer Service and Account Management.
• Establish clear performance expectations, KPIs, and service standards; provide ongoing coaching and development to direct reports and their teams.
• Build a scalable department structure that supports business growth and delivers a consistent, high-quality customer experience at every tier.
• Define and execute a customer experience strategy aligned with CCFS’s growth, retention, and service objectives.
• Establish and manage tiered service models that ensure the right level of support is matched to each customer relationship.
• Serve as the voice of the customer, surfacing insights, identifying systemic gaps, and driving improvements that enhance satisfaction and loyalty.
• Oversee proactive account management activities for high-value clients, including onboarding, business reviews, and relationship outreach.
• Monitor account health and revenue trends; ensure Sales and operational teams are engaged and accountable when performance changes require attention.
• Guide the team in balancing strategic relationship management with efficient delegation of day-to-day service needs.
• Partner with multiple departments to align priorities, resolve complex customer issues, and improve the end-to-end experience.
• Own the escalation path for high-impact customer situations, ensuring swift resolution with appropriate stakeholder involvement.
• Lead process improvement and automation initiatives that reduce manual work, improve efficiency, and support customer self-service over time.
• Develop reporting and dashboards that provide leadership with clear visibility into team performance, account health, and customer satisfaction trends.

Benefits

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Supplemental Insurance
• Life Insurance
• Paid time off
• Paid holidays
• Paid community volunteer time
• 401k retirement plan
• Uniform Incentive

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed