Vice President Customer Experience

Magid Glove and Safety Manufacturing Company, L.L.C.•Romeoville, IL

50d

About The Position

Are you a transformational leader ready to redefine what exceptional customer experience looks like? At Magid, we're searching for a Vice President of Customer Experience (CX) who can inspire, innovate, and elevate how we serve our customers-today and into the future. This role is for a dynamic, people-first leader who has proven success managing up, across, and down. You'll bring curiosity and flexibility when partnering with senior leaders, empathy and influence when leading across departments, and a passion for building a culture of accountability, ownership, and continuous improvement-all while keeping work engaging and fun. As Magid looks ahead, we're focused on building the next chapter of how we serve our customers-one that's simpler, smarter, and more connected. The VP, CX will play a key role in shaping that future, helping our teams strengthen relationships, improve how we work, and find better ways to deliver a great experience every time. Working side by side with Customer Service, Inventory Services, Field Service, and Account Management, this leader will help create a customer experience that's reliable, easy, and true to Magid's spirit of care, quality, and continuous improvement. If you're energized by leading through people, rolling up your sleeves to demonstrate what great looks like, transforming insights into action, and shaping a customer experience that drives loyalty, innovation, and growth, we invite you to bring your vision-and your voice-to Magid.

Requirements

Deep commitment to fostering a customer-first culture across departments that also empowers team members to thrive.
Experience implementing process improvements and technology solutions to enhance efficiency, service quality, and scalability.
Experience designing and scaling customer experience initiatives
Analytical and data-driven decision-maker with the ability to use customer insights and trends to inform business strategy.
Skilled at executive-level collaboration, influencing cross-functional peers, and resolving systemic challenges that impact customer experience.
Ability to balance customer satisfaction with operational and financial objectives
Expertise in order fulfillment, logistics coordination, and customer service operations
Experience with service-level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction metrics (e.g., NPS, CSAT, CES)
Strong track record of building, scaling, and leading high-performing teams, including succession planning and leadership development.
Proven senior level leadership experience in customer experience, customer success, or related functions, ideally in a growth-oriented company.
Bachelor's degree required; MBA or advanced degree preferred.
10+ years of leadership experience in customer experience, client success, or related roles, ideally in manufacturing, logistics, or PPE industries.
Proven experience managing customer experience in both B2B and distribution contexts.
Strong operational understanding of supply chain and manufacturing processes.
Exceptional communication, leadership, and strategic thinking skills.

Responsibilities

Develop and execute a forward-looking customer experience strategy that not only delivers excellence today but also builds the foundation to scale and grow with Magid's future needs.
Establish and monitor meaningful metrics to measure customer satisfaction, team performance, and the organization's ability to support sustainable growth.
Deliver insights from customer data and feedback across all service departments, using these to shape business decisions and drive continuous learning in service quality.
Standardize core processes and partner with IT to design and implement technology solutions that improve efficiency, enhance responsiveness, and strengthen the overall customer journey.
Partner with the executive team to address systemic challenges that create barriers for customers or impede accurate, timely order fulfillment.
Analyze historical performance and market trends to anticipate future needs, ensuring CX capabilities, staffing, and resources are aligned to support sales growth and evolving customer expectations.
Ensure all CX teams are equipped with the right tools, training, and resources to consistently deliver on business objectives and customer commitments.
Foster a strong OneMagid culture that inspires collaboration, accountability, and engagement, creating an environment where people can do their best work.
Build and develop a high-performing, future-ready team with clear succession plans to ensure long-term organizational strength and leadership continuity.