Director - Customer Experience & Operations

Director, Customer Experience & Operations

We are seeking a strategic leader to oversee customer experience and business operations across a large manufacturing and retail client. This is a high-impact role focused on aligning customer demand, supply chain, and operations to drive performance, efficiency, and growth.
This is not a traditional customer service rolethis leader will focus on forecasting, supply chain alignment, and operational strategy, while guiding a team responsible for day-to-day service execution.
Business Operations & Supply Chain Leadership
Lead forecasting, demand planning, and supply coordination
Align customer demand with supply chain capabilities
Identify risks and drive solutions across planning, inventory, and production
Improve cost, efficiency, and overall business performance
Customer Experience & Order Management
Oversee the order-to-delivery process
Improve delivery reliability, order accuracy, and customer satisfaction
Act as an escalation point for complex customer issues
Turn customer insights into operational improvements
Cross-Functional Partnership
Collaborate closely with Sales, Supply Chain, Finance, and IT
Participate in planning cycles to balance demand and supply
Ensure alignment across teams on priorities and execution
Team Leadership
Manage a Customer Service Supervisor
Support and develop a team of customer operations professionals
Coach and grow emerging leaders
Required Skills
Strong background in supply chain, operations, or planning
Experience with forecasting, demand planning, or business operations strategy
Ability to connect customer needs with operational execution
Leadership experience at a manager or director level
Comfortable owning and influencing business performance (P&L)
10+ YOE in customer operations
Preferred Skills
Experience in manufacturing or industrial environments
SAP or ERP/order management experience
MBA or advanced degree (a plus, not required)
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.