Director of Customer Experience

Airgas • Rancho Cordova, CA

5d • $100,000 - $120,000 • Onsite

About The Position

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. Airgas is Hiring for a Manager - Director Of Customer Experience in Rancho Cordova, CA! We are looking for you ! This position is responsible for developing, communicating, and executing a unified customer service vision across all contact methods to ensure the highest service levels in every channel. The Director will provide leadership to create and execute a region-level customer experience strategy that aligns with organizational goals, focusing on improving the customer experience and reducing churn. This includes collaborating with regional company leadership, the Business Support Center, and branch associates to identify continuous improvement opportunities and technological enhancements along the customer journey, ultimately enhancing customer service and sales support strategies.

Requirements

• Education: Bachelor's degree in business management, marketing, or a related field (preferred).
• Experience: A minimum of 5 years leading back office, customer service, or business operations (preferably in distribution), 3+ years leading high-performing teams, and 3+ years in sales, procurement, or eCommerce.
• Soft Skills: Strong, collaborative leadership skills, critical thinking, problem-solving, strategic planning/project management, and an adaptive, entrepreneurial mindset.
• Technical Proficiency: Required proficiency in both Google and Microsoft Office suites.
• System Experience: Experience with key business systems including SAP, Oracle, Customer Portals, Excel, and integrated reporting systems.
• Business Acumen: Expert knowledge of Customer Service in a decentralized retail distribution environment, and a functional understanding of ERP systems and customer lifecycle management.

Responsibilities

• Customer Experience (CX) Strategy and Optimization: Implement and drive best practices to optimize the entire customer journey, aiming for an effortless experience that results in increased loyalty, advocacy, and purchases.
• Process Improvement and Collaboration: Actively collaborate across all levels and business units to identify and execute continuous improvement opportunities, develop efficiencies, establish and monitor service quality metrics, and lead regional change management projects.
• Voice of the Customer (VOC) and Issue Resolution: Manage the regional VOC survey program to develop and implement action plans, and lead efforts with branch and BSC CX teams to minimize customer disputes and improve branch processes like customer onboarding and order fulfillment.
• Organizational Leadership and Talent Development: Provide leadership for the organization, driving associate engagement, managing performance, and partnering with Talent Management to address knowledge gaps through targeted training and CX-oriented recruiting/onboarding materials.

Benefits

• comprehensive benefits package that includes medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees
• progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children
• 401k plan with company matching funds
• tuition reimbursement
• discounted college tuition for employees’ dependents
• Airgas Scholarship Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees