National Customer Excellence Manager

What you will do

Strategic Leadership

Own and drive CX strategic initiatives from start to finish, including defining the problem, building the approach, and seeing it through to implementation.

Own the Voice of Customer program nationally, synthesizing NPS results, case trends, and field intelligence from the regional team into a clear picture of where the customer experience stands and where it needs to go.

Lead the NPS program nationally, including survey cadence, result analysis, trend reporting, and action planning.

Work with the BI and Analytics team to develop customer insights including churn analysis, DIFOT correlation, and at-risk account identification. Translate data into recommendations the business can act on.

Build and maintain a view of account health across the portfolio, flagging at-risk accounts before they become retention problems.

Develop and maintain the acquisition integration playbook for CX, defining what the team does in the first 30, 60, and 90 days when a new market comes online.

People Leadership

Lead, develop, and set expectations for the Regional Customer Excellence Business Partners across all regions.

Build consistency across the regional team in how they engage with customers, hold internal teams accountable, and communicate. As new regions are added, ensure each CXBP is set up to operate to the same standard.

Support the hiring and onboarding of new Regional CXBPs as the function grows.

Act as an escalation point when issues cannot be resolved at the regional level.

Cross-Functional Collaboration

Serve as the senior CX point of contact for cross-functional partners on anything customer-facing that requires national coordination.

Work across functions to identify and address systemic issues affecting the customer experience, particularly when the root cause sits outside CS.

Contribute to cross-functional process improvement initiatives with a clear focus on customer impact.

Reporting and Insights

Deliver regular reporting to the Director of Customer Experience on regional performance, customer trends, churn risk, and strategic initiative progress.

Ensure the regional team is maintaining accurate records and using CX tools and processes consistently.

Candidate Profile

Skills and Qualifications

7 to 10 years of experience in customer experience, customer service operations, or a related customer-facing operations role.

Comfortable working without close direction and building plans from scratch.

Experience leading geographically distributed teams.

Comfortable working with BI and analytics teams to shape analysis and interpret results in a business context.

Strong written and verbal communication skills, with the ability to influence across functions and levels.

High proficiency in Salesforce and Microsoft Office Suite.

Experience in logistics, healthcare, or regulated service industries desirable but not required.

Character Competencies

Thinks independently and brings recommendations, not just observations.

Develops people, builds trust, and holds teams accountable without hovering.

Sees the big picture and knows how to connect day-to-day work to longer-term goals

Works well across functions and does not get territorial.

Comfortable in a fast-growing environment where the structure is still being built.

Work Environment

Remote, with approximately 30% travel to business units, customer sites, and internal team meetings across the US.

This position description outlines the general nature and key responsibilities of the role.…