Director of Customer Experience

R10080310 Director of Customer Experience (Open)Director of Customer Experience role at AirgasLocation: Rancho Cordova, CA (Regional Office) – Cust. installationsHow will you CONTRIBUTE and GROW?At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.Pay: $100K-120KTravel: 10%Recruiter: Neelam Patel (neelam.patel@airgas.com / (913-343-5762))ResponsibilitiesDevelop, communicate, and execute a unified customer service vision across all contact methods to ensure the highest service levels in every channel.Provide leadership to create and execute a region‑level customer experience strategy that aligns with organizational goals, focusing on improving the customer experience and reducing churn.Collaborate with regional company leadership, the Business Support Center, and branch associates to identify continuous improvement opportunities and technological enhancements along the customer journey.Implement and drive best practices to optimize the entire customer journey, aiming for an effortless experience that results in increased loyalty, advocacy, and purchases.Actively collaborate across all levels and business units to identify and execute continuous improvement opportunities, develop efficiencies, establish and monitor service quality metrics, and lead regional change management projects.Manage the regional VOC survey program to develop and implement action plans, and lead efforts with branch and BSC CX teams to minimize customer disputes and improve branch processes like customer onboarding and order fulfillment.Provide leadership for the organization, driving associate engagement, managing performance, and partnering with Talent Management to address knowledge gaps through targeted training and CX‑oriented recruiting/onboarding materials.QualificationsEducation: Bachelor’s degree in business management, marketing, or a related field (preferred).Experience: Minimum of 5 years leading back‑office, customer service, or business operations (preferably in distribution), 3+ years leading high‑performing teams, and 3+ years in sales, procurement, or eCommerce.Soft Skills: Strong collaborative leadership skills, critical thinking, problem‑solving, strategic planning/project management, and an adaptive, entrepreneurial mindset.Technical Proficiency: Required proficiency in both Google and Microsoft Office suites.System Experience: Experience with key business systems including SAP, Oracle, Customer Portals, Excel, and integrated reporting systems.Business Acumen: Expert knowledge of Customer Service in a decentralized retail distribution environment, and a functional understanding of ERP systems and customer lifecycle management.BenefitsWe care about and support all Airgas associates. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, vision plans, vacation, sick time, floating holidays, and paid holidays for full‑time employees. We provide a progressive parental leave package for eligible Airgas parents, offering generous paid time off for the birth or placement of children. We also offer a 401k plan with company matching, tuition reimbursement, discounted college tuition for employees’ dependents, and an Airgas Scholarship Program.Equal Employment OpportunityWe an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Airgas, an Air Liquide Company, is a Government contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973. Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at us-accommodationrequest@airgas.com.California Privacy Notice #J-18808-Ljbffr