Director, Customer Experience

Customer Experience Program Leader

QXO is a leading distributor and installer of building products serving an $800 billion market. The company's mission is to modernize the building products industry through advanced technology and a best-in-class customer experience. QXO is North America's largest distributor and installer of insulation, the second-largest distributor of roofing products, the second-largest publicly traded distributor of lumber and building materials, and the largest distributor of waterproofing products. The company is targeting $50 billion in annual revenue within the decade through accretive acquisitions and organic growth.

Organizational Leadership and Structure

• Own and operate the enterprise Customer Experience Program in partnership with field operations including
• Field Operations Leaders
• Key Account Managers (KAM) supporting strategic and core accounts
• Ensure clear role clarity and accountability across CX, Sales, and Operations
• Establish consistent expectations, performance standards, and escalation paths across divisions
• Build leadership capability and succession within the CX organization

Customer Experience Strategy and Governance

• Define and own QXO's Customer Experience strategy, operating principles, and service standards
• Ensure consistent delivery of service levels across all customer segments and divisions
• Establish and enforce the "One Voice to the Customer" model across all touchpoints
• Serve as the executive owner of customer experience governance, including KPI reviews and corrective actions

Partnership with Sales

• Partner with Sales leadership to ensure alignment between customer experience, retention, and growth strategies
• Define clear engagement models between Account Executives and Key Account Managers
• Ensure CX provides actionable insights to Sales on service performance, customer risks, and improvement opportunities
• Sponsor and participate in joint quarterly business reviews with strategic customers

Partnership with Operations

• Act as the executive voice of the customer to Operations
• Ensure all customer issues are captured, categorized, and tracked in Salesforce
• Partner with Operations leaders to translate customer issues into operational improvement initiatives
• Hold Operations accountable for adopting and sustaining process changes that improve customer outcomes

Issue Management and Performance Oversight

• Own the enterprise case management model, with Salesforce as the system of record
• Ensure standardized issue categorization, escalation, and resolution across divisions
• Establish and monitor service level standards, including response and resolution targets
• Review performance against CX KPIs including CSAT, NPS, resolution time, and first contact resolution

Continuous Improvement and Operations Excellence Alignment

• Partner with the Operations Excellence team to identify systemic issues and root causes
• Use aggregated customer issue data to drive enterprise-wide improvements
• Ensure closed loop feedback from customers through CX, Operations, and back to execution
• Sponsor initiatives that eliminate recurring issues rather than treating symptoms

Culture, Capability, and Talent Development

• Establish a strong CX culture rooted in customer empathy, accountability, and professionalism
• Ensure consistent training in communication, negotiation, and Salesforce proficiency
• Define and support clear career pathways from KAM to Director to enterprise CX leadership
• Reinforce QXO's values and SQSCP framework in every customer interaction

What You'll Bring

• Bachelor's degree or equivalent experience
• 10+ years of experience leading customer service, customer experience, or account management organizations
• Proven experience operating in complex, multi division or matrixed organizations
• Strong partnership experience with Sales and Operations leadership
• Experience establishing service standards, KPIs, and governance models
• Executive level communication and stakeholder management skills

Preferred

• Experience in distribution, logistics, manufacturing, or supply chain environments
• Experience leading enterprise CRM or case management platforms such as Salesforce
• Track record of translating customer insights into operational and financial outcomes

Success Measures

• Improvement in enterprise CSAT and NPS
• Consistent SLA adherence across divisions
• Reduction in repeat and systemic customer issues
• Improved customer retention and account growth
• Strong engagement and performance within the CX organization
• Clear evidence that customer feedback is driving operational improvement

What You'll Earn

• 401(k) with employer match
• Medical, dental, and vision insurance
• PTO, company holidays, and parental leave
• Paid training and certifications
• Legal assistance and identity protection
• Pet insurance
• Employee assistance program (EAP)

About the company

QXO is the fastest growing publicly traded distributor of building products in North America. The company is executing its strategy to become the tech-enabled leader in the $800 billion building products distribution industry and generate outsized value for its shareholders. QXO expects to achieve its target of $50 billion in annual revenues within the next decade through accretive acquisitions and organic growth.

QXO is an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.