Director, Customer Experience

Overview:

The Director, Customer Experience is accountable for designing, leading, and operating QXO’s enterprise Customer Experience program. This role owns the end-to-end customer service model, ensuring QXO presents one unified face to the customer while driving consistent service levels, clear accountability, and strong alignment with Sales and Operations.

The Director, CX leads a cross functional influence in partnership with field operations leaders by division who lead Key Account Managers. This individual is responsible for translating customer issues and feedback into measurable operational and commercial improvements across the enterprise.

This role elevates customer experience from a reactive support function into a strategic differentiator aligned with QXO’s commitment to Safety, Quality, Service, Cost, and People.

What you will do::

Organizational leadership and structure

Own and operate the enterprise Customer Experience Program in partnership with field operations including

Field Operations Leaders

Key Account Managers (KAM) supporting strategic and core accounts

Ensure clear role clarity and accountability across CX, Sales, and Operations

Establish consistent expectations, performance standards, and escalation paths across divisions

Build leadership capability and succession within the CX organization

Customer experience strategy and governance

Define and own QXO’s Customer Experience strategy, operating principles, and service standards

Ensure consistent delivery of service levels across all customer segments and divisions

Establish and enforce the “One Voice to the Customer” model across all touchpoints

Serve as the executive owner of customer experience governance, including KPI reviews and corrective actions

Partnership with Sales

Partner with Sales leadership to ensure alignment between customer experience, retention, and growth strategies

Define clear engagement models between Account Executives and Key Account Managers

Ensure CX provides actionable insights to Sales on service performance, customer risks, and improvement opportunities

Sponsor and participate in joint quarterly business reviews with strategic customers

Partnership with Operations

Act as the executive voice of the customer to Operations

Ensure all customer issues are captured, categorized, and tracked in Salesforce

Partner with Operations leaders to translate customer issues into operational improvement initiatives

Hold Operations accountable for adopting and sustaining process changes that improve customer outcomes

Issue management and performance oversight

Own the enterprise case management model, with Salesforce as the system of record

Ensure standardized issue categorization, escalation, and resolution across divisions

Establish and monitor service level standards, including response and resolution targets

Review performance against CX KPIs including CSAT, NPS, resolution time, and first contact resolution

Continuous improvement and Operations Excellence alignment

Partner with the Operations Excellence team to identify systemic issues and root causes

Use aggregated customer issue data to drive enterprise-wide improvements

Ensure closed loop feedback from customers through CX, Operations, and back to execution

Sponsor initiatives that eliminate recurring issues rather than treating symptoms

Culture, capability, and talent development

Establish a strong CX culture rooted in customer empathy, accountability, and professionalism

Ensure consistent training in communication, negotiation, and Salesforce proficiency

Define and support clear career pathways from KAM to Director to enterprise CX leadership

Reinforce QXO’s values and SQSCP framework in every customer interaction

What you will bring::

Bachelor’s degree or equivalent experience

10+ years of experience leading customer service, customer experience, or account management organizations

Proven experience operating in complex, multi division or matrixed organizations

Strong partnership experience with Sales and Operations leadership

Experience establishing service standards, KPIs, and governance models

Executive level communication and stakeholder management skills

Preferred

Experience in distribution, logistics, manufacturing, or supply chain environments

Experience leading enterprise CRM or case management platforms such as Salesforce

Track record of translating customer insights into operational and financial outcomes

Success measures

Improvement in enterprise CSAT and NPS

Consistent SLA adherence across divisions

Reduction in repeat and systemic customer issues

Improved customer retention and account growth

Strong engagement and performance within the CX organization

Clear evidence that customer feedback is driving operational improvement

What you will earn::

401(k) with employer match

Medical, dental, and vision insurance

PTO, company holidays, and parental leave

Paid training and certifications

Legal assistance and identity protection

Pet insurance

Employee assistance program (EAP)