Director of Customer Experience
Oldcastle APG, Atlanta, GA, United States
Oldcastle® APG, a CRH Company, is North America's leading provider of innovative outdoor living solutions that enable customers to Live Well Outside. The manufacturer's portfolio of premier building products inspires endless possibilities while providing enduring outdoor spaces where people can connect, reflect and recharge. Award‑winning brands include Belgard® hardscape, Echelon® Masonry, MoistureShield® composite decking, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, Lawn & Garden mulches and landscape features, and Techniseal® sands and sealant technologies.
Job Summary The Director of Customer Experience is responsible for designing, leading, and continuously improving the end-to-end customer journey across all touchpoints. The Director partners cross-functionally to align people, processes, and technology around a unified customer experience strategy. This role coaches and develops talent (directly manages a team of Regional Customer Experience Managers) while influencing policies and procedures that produce high quality customer service delivery. This position also acts as the strategic communication bridge between centralized order management, sales, finance, leadership, and plant operations.
Job Location
This position is remote and the preferred locations that this person lives are Atlanta,GA, Phoenix, AZ or Salt Lake City, UT.
Job Responsibilities
Map and optimize end-to-end customer journeys across channels and lifecycle stages
Establish Customer Experience standards and success metrics
Serve as the internal champion for customer‑centric decision‑making
Partner with Analytics team to measure experience impact and ROI
Monitor customer sentiment, trends, and competitive benchmarks
Collaborate with Customer Experience, Order Management, Sales, Marketing, Product, Operations, Finance, Leadership, and IT to improve experience outcomes
Support customer onboarding, lifecycle engagement, and retention strategies
Identify pain points and root causes across customer interactions and internal processes
Drive continuous improvement efforts focused on reducing customer effort and improving satisfaction
Assist with SOP creation and implementation through Customer Experience Teams
Support digital experience enhancements and self‑service capabilities
Build, lead, and develop a high‑performing customer experience team
Coach leaders and frontline teams on experience standards and best practices
Present Customer Experience insights, trends, and recommendations to executive leadership
Act as an escalation point for systemic customer experience issues
Represent the customer perspective in strategic planning and transformation initiatives
Job Requirements
8+ years of experience in leadership, customer experience, customer success, service design, or related disciplines
Bachelor's degree in Business, Marketing, Communications, or a related field
MBA or advanced degree (preferred)
Proven track record of leading enterprise‑wide Customer Experience initiatives
Strong analytical skills and excellent interpersonal, writing, presentation, and communication skills
Exceptional ability to influence cross‑functional stakeholders and senior leaders
Experience leading digital transformation or change management initiatives (preferred)
Ability to travel up to 50%
Compensation
Base Salary $160,000-$190,000 with an annual target bonus of 20%
401(k) plan / group retirement savings program
Short‑term and long‑term disability benefits
Life insurance
Health, dental, and vision insurance
Paid time off
Paid holidays
What CRH Offers You
Highly competitive base pay
Comprehensive medical, dental and disability benefits programs
Group retirement savings program
Health and wellness programs
An inclusive culture that values opportunity for growth, development, and internal promotion
About CRH CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.
Oldcastle APG, a CRH Company, is an affirmative action and equal opportunity employer. EOE/Vet/Disability. CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
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Job Summary The Director of Customer Experience is responsible for designing, leading, and continuously improving the end-to-end customer journey across all touchpoints. The Director partners cross-functionally to align people, processes, and technology around a unified customer experience strategy. This role coaches and develops talent (directly manages a team of Regional Customer Experience Managers) while influencing policies and procedures that produce high quality customer service delivery. This position also acts as the strategic communication bridge between centralized order management, sales, finance, leadership, and plant operations.
Job Location
This position is remote and the preferred locations that this person lives are Atlanta,GA, Phoenix, AZ or Salt Lake City, UT.
Job Responsibilities
Map and optimize end-to-end customer journeys across channels and lifecycle stages
Establish Customer Experience standards and success metrics
Serve as the internal champion for customer‑centric decision‑making
Partner with Analytics team to measure experience impact and ROI
Monitor customer sentiment, trends, and competitive benchmarks
Collaborate with Customer Experience, Order Management, Sales, Marketing, Product, Operations, Finance, Leadership, and IT to improve experience outcomes
Support customer onboarding, lifecycle engagement, and retention strategies
Identify pain points and root causes across customer interactions and internal processes
Drive continuous improvement efforts focused on reducing customer effort and improving satisfaction
Assist with SOP creation and implementation through Customer Experience Teams
Support digital experience enhancements and self‑service capabilities
Build, lead, and develop a high‑performing customer experience team
Coach leaders and frontline teams on experience standards and best practices
Present Customer Experience insights, trends, and recommendations to executive leadership
Act as an escalation point for systemic customer experience issues
Represent the customer perspective in strategic planning and transformation initiatives
Job Requirements
8+ years of experience in leadership, customer experience, customer success, service design, or related disciplines
Bachelor's degree in Business, Marketing, Communications, or a related field
MBA or advanced degree (preferred)
Proven track record of leading enterprise‑wide Customer Experience initiatives
Strong analytical skills and excellent interpersonal, writing, presentation, and communication skills
Exceptional ability to influence cross‑functional stakeholders and senior leaders
Experience leading digital transformation or change management initiatives (preferred)
Ability to travel up to 50%
Compensation
Base Salary $160,000-$190,000 with an annual target bonus of 20%
401(k) plan / group retirement savings program
Short‑term and long‑term disability benefits
Life insurance
Health, dental, and vision insurance
Paid time off
Paid holidays
What CRH Offers You
Highly competitive base pay
Comprehensive medical, dental and disability benefits programs
Group retirement savings program
Health and wellness programs
An inclusive culture that values opportunity for growth, development, and internal promotion
About CRH CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.
Oldcastle APG, a CRH Company, is an affirmative action and equal opportunity employer. EOE/Vet/Disability. CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
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