Director of Customer Experience Position Available In Duval, Florida

Director of Customer Experience Vytl Controls Group Jacksonville, FL Job Details Full-time Estimated:

$93.6K – $131K a year 1 day ago Qualifications Management Order management system Customer service ERP systems 8 years Change management Bachelor’s degree Case management Senior level Leadership Communication skills Stakeholder management

Full Job Description Summary:

We are seeking a dynamic and results-driven Director of Customer Experience to lead the transformation and unification of our customer care and order management functions across all Vytl business lines. This role will centralize and elevate the customer service function, leveraging our recent enterprise-wide ERP implementation to drive standardization, improve efficiency, and deliver consistently exceptional customer experience. Reporting to Vytl’s VP of Sales Operations, the Director will build and lead a high-performing, corporate-level Customer Experience team, bringing together customer service representatives currently embedded in Inside Sales. This includes order entry, expediting, and general customer support functions, with a focus on operational excellence, talent development, and data-driven performance management.

Responsibilities:

Unify & Lead:

Consolidate customer care/order desk teams across divisions into a single, cohesive corporate function.

Standardize Processes:

Design and implement standardized workflows, best practices, and service protocols to ensure consistent and high-quality support across all divisions.

Operational Efficiency:

Optimize headcount utilization and resource alignment through process improvements and workload analysis.

Performance Management:

Develop and track KPIs to monitor team productivity, service quality, and customer satisfaction.

Systems & Integration:

Collaborate with IT and other departments to implement tools (e.g., case management, ticketing systems) that improve response tracking, transparency, and resolution time.

Cross-Functional Collaboration:

Partner closely with Inside & Outside Sales, Operations, IT, and other business units to ensure alignment and seamless customer handoffs.

Talent Development:

Recruit, retain, and develop top talent; implement training programs to build proficiency, enhance service skills, and create clear career paths.

Customer-Centric Culture:

Be a champion for the voice of the customer, promoting a culture focused on continuous improvement and service excellence.

Positional Requirements & Qualifications:

Education & Experience:

Bachelor’s degree or equivalent experience in Business, Operations, or a related field. 8+ years of experience in customer service, order management, or operations leadership, with at least 2 years in a senior or director-level role.

Skills & Abilities:

Proven success leading multi-site or cross-divisional teams. Strong process design, implementation, and change management skills. Demonstrated ability to use data and KPIs to drive decisions and improve outcomes. Experience with ERP systems (preference for unified, multi-division implementations). Excellent communication and stakeholder management skills. Experience in manufacturing, industrial distribution, or a similarly complex, multi-division environment. Familiarity with tools for case management/ticketing systems (e.g., Salesforce, Zendesk, etc.). Background in Lean, Six Sigma, or continuous improvement methodologies. Essential Physical Functions Lifting up to 25 pounds Bending, stooping, ability to stand for extended periods of time Must be able to travel and have a clear driving record in accordance to company driving guidelines This job description is intended to describe the general nature and level of the work being performed. This is not an exhaustive list of all duties and responsibilities. The company reserves the right to amend and change responsibilities to meet business and organizational needs as nec