Associate Director, Customer Experience & Operations
The Malco Group, Annandale, MN, United States
Brief Description
Brief Description
Job Description: Associate Director, Customer Experience
Company: Malco Group
Department: Customer Support & Operations
Reports To: Director of Operations
Location: Annandale, MN - Hybrid
Position Overview
The Malco Group is seeking an Associate Director, Customer Experience, who will play a key leadership role in supporting and scaling customer support operations across the Malco Group. This role focuses on operational execution, cross-functional partnership, and team leadership of customer support within a multi-site environment, and will own the whole lifecycle of the customer experience from start to finish.
The Associate Director partners closely with operations and sales to improve customer experience, and ensure consistent, high-quality service across locations. This role serves as a connector between Customer Support, Sales, Operations, and other key functions, translating strategy into day-to-day execution.
Essential Duties
Customer Support Operations & Execution
Support the execution of Malco Group–wide customer support strategy and initiatives Help standardize customer support processes, tools, and service expectations across sites Monitor performance metrics and identify opportunities for operational improvement
Multi-Site Team Leadership
Provide leadership, coaching, and day-to-day support to customer support teams across The Malco Group Reinforce consistent expectations, training, and accountability across locations Support staffing, onboarding, and development efforts in partnership with People Operations
Customer Experience & Escalation Support
Serve as a senior escalation point for complex or recurring customer issues through the Traction L10 meeting process Ensure professional, timely, and consistent customer communication
Cross-Functional Collaboration
Act as a liaison between Customer Support, Sales, Operations, Finance, and IT Support cross-functional projects tied to customer experience
Reporting & Insights
Track and report on customer support KPIs and operational trends Provide insights and recommendations to leadership based on data and customer feedback Support executive updates and enterprise-level reporting
Education/Experience
Required
Bachelor’s degree or equivalent experience 8-10+ years of experience in customer support, customer service, or customer experience roles Prior experience leading teams, preferably across multiple locations or functions Strong operational, analytical, and communication skills
Preferred
Experience in manufacturing, distribution, or multi-brand organizations Familiarity with CRM and customer support platforms Oracle experience Demonstrated success working cross-functionally in complex organizations
Ability to travel 10-20%
First 12-Month Success Metrics
Customer Support Automation & Scalability: Improve efficiency and consistency through automation. Partner in the identification and implementation of customer support automation improvements Help establish baseline metrics and contribute to a measurable reduction in manual handling or rework Support adoption and consistent use of automation tools across all sites Improve visibility into customer inquiries and resolution status through standardized reporting Purchase Order (PO) Process Improvement Project: Improve the customer-facing “One PO” experience. Support or lead cross-functional mapping of the end-to-end PO process as it relates to all categories. Identify recurring PO-related customer issues and root causes Help implement process improvements that reduce PO-related customer escalations Clarify ownership, communication, and handoffs that impact customer support Customer Support spends less time troubleshooting preventable PO issues Connector Between Sales & Operations: Strengthen alignment between Sales, Operations, and Customer Support. Establish and maintain a regular communication cadence with Sales and Operations Help define escalation paths and service expectations for customer-impacting issues Improve handoff clarity from Sales to Operations, reducing downstream customer issues Proactively surface trends or friction points affecting customers Standardization Across Multi-Site Teams: Support consistency in customer experience across all locations within The Malco Group Assist in rolling out standardized service expectations, workflows, and escalation protocols across The Malco Group Reinforce consistent training, tools, and performance expectations across sites for customer support team Help reduce variability in customer experience between locations Team Leadership & Development: Build strong frontline leadership and engaged teams. Provide coaching and day-to-day leadership support to customer support supervisor/manager Support onboarding, performance management, and development conversations Improve clarity, engagement, and accountability within teams Reporting, Insights & Executive Support: Deliver actionable insights to leadership. Set and track quarterly rocks for customer support team in alignment with the company VTO Contribute insights and recommendations based on customer data Support preparation of executive-level updates and reporting Leadership has clear, reliable insight into customer support performance Customer data is used proactively to guide decisions Customer Support is viewed as a strategic operational partner
Benefits And Perks
The Malco Group recognizes the importance of offering comprehensive benefits and perks to its employees, including:
401k with company matching. Medical, Dental & Vision Insurance Company paid life insurance and paid short-term disability. Paid time off
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Brief Description
Job Description: Associate Director, Customer Experience
Company: Malco Group
Department: Customer Support & Operations
Reports To: Director of Operations
Location: Annandale, MN - Hybrid
Position Overview
The Malco Group is seeking an Associate Director, Customer Experience, who will play a key leadership role in supporting and scaling customer support operations across the Malco Group. This role focuses on operational execution, cross-functional partnership, and team leadership of customer support within a multi-site environment, and will own the whole lifecycle of the customer experience from start to finish.
The Associate Director partners closely with operations and sales to improve customer experience, and ensure consistent, high-quality service across locations. This role serves as a connector between Customer Support, Sales, Operations, and other key functions, translating strategy into day-to-day execution.
Essential Duties
Customer Support Operations & Execution
Support the execution of Malco Group–wide customer support strategy and initiatives Help standardize customer support processes, tools, and service expectations across sites Monitor performance metrics and identify opportunities for operational improvement
Multi-Site Team Leadership
Provide leadership, coaching, and day-to-day support to customer support teams across The Malco Group Reinforce consistent expectations, training, and accountability across locations Support staffing, onboarding, and development efforts in partnership with People Operations
Customer Experience & Escalation Support
Serve as a senior escalation point for complex or recurring customer issues through the Traction L10 meeting process Ensure professional, timely, and consistent customer communication
Cross-Functional Collaboration
Act as a liaison between Customer Support, Sales, Operations, Finance, and IT Support cross-functional projects tied to customer experience
Reporting & Insights
Track and report on customer support KPIs and operational trends Provide insights and recommendations to leadership based on data and customer feedback Support executive updates and enterprise-level reporting
Education/Experience
Required
Bachelor’s degree or equivalent experience 8-10+ years of experience in customer support, customer service, or customer experience roles Prior experience leading teams, preferably across multiple locations or functions Strong operational, analytical, and communication skills
Preferred
Experience in manufacturing, distribution, or multi-brand organizations Familiarity with CRM and customer support platforms Oracle experience Demonstrated success working cross-functionally in complex organizations
Ability to travel 10-20%
First 12-Month Success Metrics
Customer Support Automation & Scalability: Improve efficiency and consistency through automation. Partner in the identification and implementation of customer support automation improvements Help establish baseline metrics and contribute to a measurable reduction in manual handling or rework Support adoption and consistent use of automation tools across all sites Improve visibility into customer inquiries and resolution status through standardized reporting Purchase Order (PO) Process Improvement Project: Improve the customer-facing “One PO” experience. Support or lead cross-functional mapping of the end-to-end PO process as it relates to all categories. Identify recurring PO-related customer issues and root causes Help implement process improvements that reduce PO-related customer escalations Clarify ownership, communication, and handoffs that impact customer support Customer Support spends less time troubleshooting preventable PO issues Connector Between Sales & Operations: Strengthen alignment between Sales, Operations, and Customer Support. Establish and maintain a regular communication cadence with Sales and Operations Help define escalation paths and service expectations for customer-impacting issues Improve handoff clarity from Sales to Operations, reducing downstream customer issues Proactively surface trends or friction points affecting customers Standardization Across Multi-Site Teams: Support consistency in customer experience across all locations within The Malco Group Assist in rolling out standardized service expectations, workflows, and escalation protocols across The Malco Group Reinforce consistent training, tools, and performance expectations across sites for customer support team Help reduce variability in customer experience between locations Team Leadership & Development: Build strong frontline leadership and engaged teams. Provide coaching and day-to-day leadership support to customer support supervisor/manager Support onboarding, performance management, and development conversations Improve clarity, engagement, and accountability within teams Reporting, Insights & Executive Support: Deliver actionable insights to leadership. Set and track quarterly rocks for customer support team in alignment with the company VTO Contribute insights and recommendations based on customer data Support preparation of executive-level updates and reporting Leadership has clear, reliable insight into customer support performance Customer data is used proactively to guide decisions Customer Support is viewed as a strategic operational partner
Benefits And Perks
The Malco Group recognizes the importance of offering comprehensive benefits and perks to its employees, including:
401k with company matching. Medical, Dental & Vision Insurance Company paid life insurance and paid short-term disability. Paid time off
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