Customer Response & Digital Service

AWC, Inc.•Austin, TX

About The Position

The Director of Customer Response & Digital Service plays a critical role in shaping how customers experience AWC every day. This leader is responsible for building and scaling a high-performance customer response engine across phone, email, chat, and digital commerce. By combining speed, accuracy, and care, this role directly impacts customer loyalty, revenue growth, commercial operations, and how we differentiate in the market.

Requirements

Proven leadership experience in customer service, call center, or digital support environments at scale
Experience in industrial distribution, automation, or technical product support
Strong operational discipline with experience in metrics, SLAs, and process design
Ability to build, lead, and develop high-performing teams
Strong communication and collaboration skills across functions
Commercial mindset with the ability to connect service performance to business outcomes
Ability to prioritize, execute, and adapt in a fast-paced environment

Nice To Haves

Experience building or scaling multi-channel customer response teams
Background in digital commerce or customer experience transformation
Track record of integrating automation and technology into service models
Experience managing P&L or contributing directly to revenue growth
Familiarity with CRM, ERP, and customer engagement platforms

Responsibilities

Lead and develop a national team supporting customers across phone, email, chat, and digital channels
Establish clear expectations for responsiveness, quality, and customer care
Build a culture of ownership, accountability, and continuous improvement
Deliver best-in-class response times and consistent customer experiences
Define and implement service level agreements (SLAs) and performance metrics
Ensure every customer interaction reflects AWC’s commitment to out-care, out-know, and out-serve
Build and scale a $10M+ rapid-response business
Connect service performance to revenue growth and customer retention
Identify opportunities to expand customer engagement through digital channels
Implement scalable processes, tools, and automation to improve efficiency and consistency
Leverage data and insights to drive performance, identify gaps, and prioritize improvements
Partner with IT and digital teams to enhance customer-facing technologies supporting commercial operations
Partner with Sales, Engineering, and Operations to ensure seamless support from inquiry to solution delivery
Align customer response strategies with broader business objectives and value streams
Support enterprise initiatives focused on improving responsiveness and customer experience
Identify bottlenecks in customer response and implement corrective actions
Escalate and resolve complex customer issues with urgency and ownership
Drive continuous improvement initiatives that enhance speed, quality, and scalability