Sr Director Customer Experience

CONA Services•Charlotte, NC

4d•Onsite

About The Position

The Sr. Director, Customer Experience leads the Customer Connection Hub’s customer-facing service, digital engagement, and customer excellence organization across four integrated lines of business: Equipment Service, Customer Service, Customer Excellence, and Customer Experience. This role is accountable for the service and digital capabilities that support revenue growth, profitability, and customer satisfaction, while overseeing the resources, organizational design, headcount, and operating expenses required to deliver results. The position directs a multi-layered organization and ensures performance objectives, service levels, and operational metrics are consistently achieved through effective leadership, coaching, and talent development. In partnership with the Vice President, Customer Connection Hub, the Sr. Director drives business results by enhancing service execution across Region Sales and Equipment Services while collaborating closely with Technology, Transformation & Capabilities, Business Process & Systems, Coke One North America (CONA), and Data & Analytics teams. The role advances automation, digital adoption, and process improvement initiatives that improve field effectiveness and customer outcomes. This leader also works directly with customers to remove operational barriers, strengthen service delivery, and foster a culture that engages, develops, and inspires teammates. The Sr. Director has direct accountability for Equipment Service operations, Customer Service resolution and contact center performance, Customer Excellence capabilities, and Customer Experience strategy, including digital commerce, loyalty, and self-service growth. Collectively, these functions own the end-to-end customer connection experience across service, human support, and digital channels. The role is responsible for integrating these capabilities to deliver consistent, efficient, and automation-enabled customer experience while continuously improving service quality, operational standards, and business performance.

Requirements

Experience with a DSD environment and an understanding of CCCI go-to-market strategies for Sales and Equipment Service Operations.
Demonstrated ability to influence cross-functional leaders and customers at all organizational levels to drive action through teams the role does not directly control.
Strong analytical and root-cause problem-solving skills, with the ability to interpret customer and operational data to drive decision-making.
Demonstrated success managing budgets, expense plans, and investment portfolios.
Excellent written and oral communication skills, with transparent communication when making critical decisions that impact teammates, the contact center, customers, and business partners.
Five or more years of experience with MS Office 365, specifically Word, Excel, and PowerPoint.
Bachelor degree in Business, Finance, Accounting, Marketing, Business Management, Communications, Operations, or Human Resources.
Ten or more years of progressive leadership experience in customer experience, customer operations, field operations, contact center, digital commerce, or commercial strategy with consumer-packaged goods or direct service delivery environments.
Three or more years leading a team, including demonstrated success developing manager-level and director-level leaders.

Nice To Haves

10+ years in consumer-packaged goods, retail, distribution, foodservice, or B2B commerce environments.
Expertise in process optimization, customer journey mapping, and operational excellence methodologies.
Experience with digital commerce platforms, loyalty platforms, customer analytics, and Voice of Customer programs
Experience with call center working knowledge of workforce management, quality, and productivity metrics
Experience leading equipment or field service scheduling and dispatch operations.
Experience collaborating with Transformation and Capabilities teams on enterprise initiatives, evaluating business processes, systems, and tools, and designing scalable business solutions

Responsibilities

Own enterprise Customer Experience and Service Operations performance, establishing strategies and priorities that drive revenue growth, profitability, customer retention, operational excellence, and achievement of service commitments.
Lead business and workforce planning across all functions, directing operating plans, organizational design, resource allocation, talent strategy, and investment decisions to ensure scalability, efficiency, and long-term business success.
Drive customer service and equipment service excellence, partnering across operations to optimize service delivery, field execution, responsiveness, reliability, and resolution of critical customer and business issues.
Champion customer excellence and continuous improvement, leveraging analytics, root-cause problem solving, and cross-functional collaboration to remove operational barriers, improve customer outcomes, and enhance business processes.
Lead the enterprise customer experience, digital commerce, and loyalty strategy, advancing digital adoption, self-service capabilities, innovation, and customer engagement to strengthen growth and customer relationships.
Influence and align enterprise-wide execution, building partnerships across Sales, Operations, Supply Chain, Finance, Technology, and Equipment Services to drive transformation, automation, accountability, and strategic business results.
Develop high-performing leaders and teams, fostering a culture of accountability, engagement, development, and results while ensuring strong succession planning and organizational effectiveness.
Other duties as assigned