POSITION SUMMARY

: The Director of Customer Experience is responsible for leading and shaping the end-to-end customer journey across all logistics service lines. This role ensures a consistent, responsive, and proactive service experience that drives customer satisfaction, retention, and advocacy. The director leads cross-functional initiatives that improve communication, streamline issue resolution, and align service delivery with customer expectations and business objectives. ESSENTIAL JOB FUNCTIONS FOR THIS POSITION: Develop and execute customer experience strategies that enhance service quality, client retention, and brand loyalty. Lead and mentor CX teams focused on onboarding, issue resolution, client education, and satisfaction. Collaborate with Sales, Operations, Carrier Management, and IT to address service pain points and customer feedback trends. Monitor and report on key customer satisfaction metrics such as NPS, CSAT, retention, and service levels. Identify process improvements and implement scalable service models tailored to customer segments. OTHER SIGNIFICANTJOB FUNCTIONS INCLUDE: Oversee the development of training, onboarding, and support materials for both customers and internal teams. Serve as escalation point for critical customer issues, ensuring quick resolution and communication. Champion the voice of the customer in company-wide initiatives and planning. Analyze customer feedback and operational data to inform product/service improvements and strategic priorities. Requirements REQUIRED EDUCATION / EXPERIENCE: Bachelor’s degree in business, Communications, Logistics, or related field 5+ years of experience in customer experience, operations, or client success roles 3+ years in a leadership position with direct team responsibility PREFERRED EDUCATION / EXPERIENCE: Experience with logistics platforms (TMS, CRM, ERP systems) Background in third-party logistics, freight brokerage, or transportation services REQUIRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.): Strong leadership and team development capabilities and advanced communication and conflict-resolution skills Experience implementing customer feedback systems and metrics Proficiency in CRM and support platforms Ability to think strategically and execute tactically across functions