Job Description

This is an on-site opportunity in the Washington DC area - qualified candidates will be provided relocation assistance. There are no remote or hybrid opportunities. Candidates will have to relocate, with assistance.

The Director of Customer Experience will oversee and optimize customer experience, supply chain, and procurement processes for a manufacturing company. This leadership role is responsible for strategic planning and execution across demand forecasting, supply chain efficiency, and procurement management. The ideal candidate will align supply chain strategies with business objectives to drive continuous improvement, cost-effectiveness, and customer satisfaction. Additionally, this role will lead and develop the customer service team while optimizing processes, technology, quality, and service levels across customer service, technical services, warranty, and drafting functions.

Key Responsibilities:

• Develop and implement demand and supply chain planning strategies that align with business objectives, ensuring long-term growth.
• Collaborate with Sales, Marketing, Finance, and Operations teams to integrate demand and supply planning into broader business strategies.
• Oversee the development of accurate demand forecasts based on market trends, sales data, and customer insights.
• Utilize advanced analytical tools to improve forecast accuracy and identify potential risks and opportunities.
• Optimize the supply chain by balancing efficiency, cost reduction, and customer service, ensuring effective inventory management.
• Enhance visibility, tracking, and performance measurement across the supply chain network.
• Develop and manage procurement strategies to ensure a reliable and cost-effective supply of materials and services.
• Establish strong supplier relationships, negotiate contracts, and ensure compliance with quality standards.
• Implement continuous improvement initiatives to enhance efficiency and effectiveness in supply chain operations.
• Lead, mentor, and develop a high-performing demand and supply planning team across business units.
• Ensure staff is fully trained on SAP to support key business processes.
• Develop and implement standardized training for Customer Experience and Planning Teams.
• Ensure customer orders are completed to meet delivery requirements on time and in full.
• Foster clear communication with plant personnel, customers, and internal teams, including Sales, Marketing, and Operations.
• Lead technical service professionals and maintain compliance with the latest regulations.
• Collaborate with Product Development and Production teams on product innovation, testing, and certification.
• Oversee drafting and technical services, maintaining accuracy and consistency in project service systems and procedures.
• Develop and execute strategic initiatives to enhance technical service capabilities.

Education:

• Bachelor’s degree in Engineering, Construction Management, Supply Chain Management, Business Administration, or a related field.
• A Master’s degree and professional certifications (e.g., APICS, CSCP) are a plus.

Experience:

• Minimum of 5 years of experience leading teams of 10 or more employees.
• Proven track record in customer experience, demand planning, supply chain management, or procurement, with at least 5 years in a leadership role within a global organization.
• Experience in manufacturing industries is desirable but not required.

Skills & Competencies:

• Strong strategic thinking and problem-solving abilities.
• Proficiency in demand forecasting and supply chain optimization tools.
• Excellent communication and collaboration skills across all levels of an organization.
• Strong negotiation and supplier management expertise.
• Ability to drive results in a fast-paced, action-oriented environment.
• Experience leading and developing cross-functional teams.

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