Director of Customer Experience

Location: Kansas City, United States Keller Executive Search is partnering with a growing business in the commercial furniture and wholesale distribution sector to appoint a Director of Customer Experience. The Director will bring multisite service teams together under a consistent, accountable operating model while preserving valuable local knowledge and customer relationships. The mandate includes developing leaders, standardizing workflows from order placement through post-sale support, improving cross-functional coordination, and establishing meaningful measures for response time, resolution, order accuracy, and customer satisfaction. The successful candidate will define process and data requirements, evaluate service technology, and implement practical automation that improves productivity and scalability. This hands-on leader will move comfortably between long-term planning, team coaching, complex escalations, and daily operational problem-solving. Key Responsibilities Lead, coach, and develop customer service leaders and representatives across eight locations Establish clear expectations, accountability routines, development plans, and succession coverage for key roles Build an integrated service model with shared standards, resources, ownership, and documented local exceptions Standardize workflows for inquiries, orders, returns, warranties, claims, escalations, and follow-up Improve handoffs among Customer Service, Sales, Operations, Supply Chain, Distribution, and Finance Resolve complex customer and dealer issues while addressing their underlying operational causes Define service KPIs and establish reporting for response time, resolution, order accuracy, and customer satisfaction Translate performance data and customer feedback into prioritized improvement initiatives Establish a structured voice-of-the-customer process with clear ownership and follow-through Define requirements for CRM, ERP, ticketing, reporting, automation, and other service technology improvements Lead technology implementation, employee training, user adoption, and measurement of operational results Oversee staffing, recruitment, onboarding, training, performance management, and workforce planning Additional Information Full-time, permanent position On-site role in Kansas City, Dallas, or Minneapolis Requirements Proven direct leadership of customer service, customer experience, or customer operations teams, including coaching, expectation-setting, and performance accountability Substantial personal ownership of a multisite service integration, consolidation, or centralization initiative Demonstrated success standardizing customer service processes and delivering measurable operational improvements Experience defining service KPIs, establishing reporting practices, and using analysis to improve decisions and results Track record of implementing ERP, CRM, ticketing, reporting, workflow, or automation improvements with successful user adoption Experience managing distributed teams and developing managers or frontline leaders Working knowledge of B2B order management, distribution, logistics, returns, claims, or comparable physical-product workflows Hands-on, collaborative leadership style with strong communication, analytical judgment, and cross-functional influence Availability for full-time, permanent, on-site employment at an approved client location Preferred Seven to ten years of progressive customer service, customer experience, or operations experience, including five or more years in leadership Experience in wholesale distribution, furniture, manufacturing, dealer networks, or another order-to-delivery environment Experience integrating service teams following mergers or acquisitions Practical experience implementing AI or automation within customer service operations Experience establishing a structured voice-of-the-customer program Experience evaluating or managing outsourced service providers Bachelor's degree in a related field Professional proficiency in Spanish Benefits Base salary of $120 000 - $150 000 Medical, dental, and vision insurance 401(k) retirement benefit Paid time off Agency statement Keller is a recruitment agency serving clients from startups and non-profits to multinational corporations, emphasizing ethical search processes, attentive candidate care, and leadership placements that support long-term client outcomes. Learn more about the firm and our candidate services on our website . Equal Opportunity policy Equal Employment Opportunity and Non-Discrimination Policy Equal Employment Opportunity: Keller Executive Search and our clients are Equal Opportunity Employers. Qualified applicants receive consideration without regard to race, skin color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability, genetic information, or any other legally protected status. Commitment to Diversity: We are committed to a diverse, inclusive work environment where all individuals are valued and respected. Reasonable Accommodations: We provide reasonable accommodations to individuals with disabilities and pregnant individuals, determined through an interactive process. Compensation Information: For client positions, compensation is listed in the job post or shared during interviews per applicable law; salary ranges are included where legally required. Actual salary may depend on skills, experience, and comparison to current employees in similar roles, and ranges may vary by role and location. Compliance with Laws: We comply with federal, state, and local nondiscrimination laws across all employment terms, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Workplace Harassment: Harassment based on race, skin color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is expressly prohibited. E-Verify Participation: Keller Executive Search and/or our clients may participate in E-Verify; details will be provided during the application process where applicable. 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