Director of Customer Experience
2 days ago
Mesquite
Job Description We are a rapidly growing 3PL (Third-Party Logistics) company dedicated to delivering world-class warehousing and logistics services. Our mission is to empower businesses with customer-centric, reliable and scalable logistics solutions that optimize supply chains, enhance efficiency, and exceed expectations. We are seeking a passionate, entrepreneurial-minded Director of Customer Experience who thrives in fast-paced environments and is ready to elevate our customer experience department to new heights. Position Summary: The Director of Customer Experience will be responsible for scaling our customer success department from a small team to a robust, enterprise-level function. This role requires a dynamic leader with a strong background in warehousing and 3PL operations, a strategic thinker who can also execute tactically, and a relentless commitment to delivering outstanding customer experiences. You will build workflows, design onboarding and retention programs, implement scalable systems (like HubSpot), and serve as a trusted voice in identifying growth opportunities within our customer base. You will also play a key role in supporting QBR’s, developing SOPs, and building a high-performance team that represents the face of our brand. Essential Duties and Responsibilities: Department Leadership & Growth • Build, scale, and lead the Customer Experience department., • Hire, train, and mentor Managers and Customer Experience team members., • Define KPIs, goals, structure and reporting processes. Customer Lifecycle Management: • Develop and execute onboarding and retention strategies., • Lead Quarterly Business Reviews (QBRs) with key clients to drive satisfaction, alignment, and growth., • Identify customer needs and proactively deliver solutions that create long-term value. Systems & Technology: • Lead the implementation, customization, and optimization of HubSpot CRM for customer engagement and workflow automation., • Leverage technology to streamline internal and customer-facing processes. Program & Process Development: • Design and document scalable processes and SOPs for Customer Experience., • Build feedback loops to improve service delivery and operational efficiency. Strategic Initiatives & Cross-functional Collaboration: • Collaborate with Operations, Sales and Technology teams to align customer experience strategies with broader company objectives., • Identify upsell, cross-sell, and expansion opportunities within the existing customer base., • Participate in cross-departmental projects and strategic initiatives to support rapid company growth. Culture & Leadership: • Foster a customer-first culture across the organization., • Serve as a strong voice for the customer in all company decisions., • Challenge status quo respectfully and constructively to drive excellence., • 10+ years of experience in Customer Experience, Account Management, or Customer Success, ideally within warehousing, logistics, or 3PL industries., • Proven success scaling a customer experience function from a small team to a large, structured department., • Strong working knowledge of warehousing and 3PL operations., • Experience designing and optimizing workflows, CRM systems (HubSpot preferred), and onboarding programs., • Demonstrated experience running QBRs and managing strategic client relationships., • A solid business financial acumen., • Entrepreneurial mindset-proactive, curious, adaptable and comfortable wearing multiple hats., • Strong strategic thinking with the ability to execute tactically when needed., • Excellent communication, leadership, and interpersonal skills., • Willingness to travel as needed to support customers and teams. Preferred Skills: • HubSpot certification or significant experience with CRM/DSM tools., • Experience in high-growth environments and start up to scale transformations., • Data-driven decision making with a keen eye for customer metrics and insights., • Familiarity with automation tools, customer journey mapping, and VOC programs. Physical Demands: • Prolonged periods of sitting at a desk and working on a computer., • Occasional lifting of items up to 20 pounds., • Ability to work in an office environment with standard office equipment. Work Environment: • Primarily office-based with occasional visits to warehouse facilities., • Fast paced and collaborative team environment. Travel Requirements: • Occasional travel may be required to support customer accounts, conduct onsite QBRs, and meetings with off-site teams (20%). Equipment Used: • Standard office equipment such as computers, phones, and printers., • Customer service software (HubSpot), Microsoft Office, and internal logistics tools. Supervisory Responsibilities: • Direct supervision of Customer Experience Manager and team members., • Provides leadership, coaching, and development opportunities for the team., • Oversee performance management, goal setting, and professional development for customer service personnel. Benefits Offered: • Medical/Dental/Vision Insurance- First of the month after 30 days of employment, • 401K with company match, • PTO and Holiday eligibility on the date of hire, • Weekly Pay, • Full Grant Tuition & Tuition Reimbursement Hayes Company/Knight Swift Warehousing and Fulfillment is an equal opportunity employer and considers qualified applicants for employment regardless of race, gender identity, gender expression, age, color, religion, disability, veteran's status, sexual orientation, or any other protected factor.