Director of Customer Experience

PSS Industrial Group•Houston, TX

1d•Hybrid

About The Position

At PSS Cross Country Infrastructure Solutions, every team member plays a critical role in delivering the products, equipment, and expertise that keep America’s infrastructure projects moving forward. The Director of Customer Experience is responsible for building and scaling a best-in-class customer experience model across the organization. This role transforms customer experience from an individual skill into a repeatable operating system by partnering with Sales, Operations, Supply Chain, Human Resources, and Branch Leadership to improve responsiveness, accountability, service consistency, and operational execution. This position plays a key role in improving customer retention, strengthening service delivery, and building scalable processes, training programs, and performance metrics that reinforce the company’s culture and values. The ideal candidate understands that exceptional customer experience in industrial distribution is built on urgency, ownership, communication, problem-solving, and reliability. This position reports to executive leadership and operates in a fast-paced, multi-branch environment.

Requirements

Proof of eligibility to work in the U.S. (e.g., Social Security card, passport, or other acceptable I‐9 documents)
7+ years of leadership experience in industrial distribution, supply chain, customer operations, or related operational environments
Strong understanding of branch operations and customer-facing workflows
Experience building scalable processes, training programs, and service systems
Experience leading customer experience, operational excellence, or transformation initiatives
Strong analytical, organizational, and problem-solving skills
Excellent communication, presentation, and leadership abilities
Ability to influence and collaborate across functions and organizational levels

Nice To Haves

Bachelor’s degree preferred
Experience developing KPIs, operational dashboards, and performance metrics preferred
Familiarity with ERP systems, customer analytics, and multi-location operations preferred
Experience within industrial distribution, PVF, MRO, or technical sales environments preferred

Responsibilities

Develop and implement a company-wide customer experience strategy aligned with business objectives and operational goals
Standardize customer experience expectations across branches and business units
Build scalable service playbooks, escalation processes, and customer ownership standards
Drive consistency in responsiveness, communication, issue resolution, and service recovery
Establish customer experience initiatives that support long-term customer retention and trust
Partner with branch leadership and operations teams to improve customer-facing execution
Identify friction points throughout the customer journey and implement process improvements
Improve service responsiveness, issue resolution speed, and cross-functional coordination
Lead initiatives focused on reducing customer effort while increasing trust and reliability
Promote operational consistency and service excellence across multiple locations
Partner with Human Resources and Training teams to develop customer experience training programs
Support customer-facing employees, including Inside Sales, Branch Managers, and Operations personnel
Develop reinforcement and certification programs tied to customer experience standards
Foster a culture of customer ownership and proactive problem-solving
Ensure customer experience expectations are embedded throughout the organization
Develop and maintain customer experience metrics and performance dashboards
Monitor customer retention, response times, service recovery effectiveness, customer satisfaction trends, and Net Promoter Score (NPS)
Analyze customer and operational data to identify opportunities for improvement
Measure the effectiveness of customer experience initiatives and communicate results to leadership
Utilize data-driven insights to prioritize strategic initiatives and resource allocation
Serve as a connector between Sales, Operations, Supply Chain, Finance, Human Resources, and Branch Leadership
Lead customer experience improvement initiatives across the organization
Build strong relationships with branch teams and field leadership
Promote a culture of accountability, ownership, collaboration, and continuous improvement
Influence stakeholders across multiple functions and organizational levels to drive results