Requisition ID: 267714
Locations: Charlotte
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Job Overview
The Sr. Director, Customer Experience leads the Customer Connection Hub’s customer-facing service, digital engagement, and customer excellence organization across four integrated lines of business: Equipment Service, Customer Service, Customer Excellence, and Customer Experience. This role is accountable for the service and digital capabilities that support revenue growth, profitability, and customer satisfaction, while overseeing the resources, organizational design, headcount, and operating expenses required to deliver results. The position directs a multi-layered organization and ensures performance objectives, service levels, and operational metrics are consistently achieved through effective leadership, coaching, and talent development.
In partnership with the Vice President, Customer Connection Hub, the Sr. Director drives business results by enhancing service execution across Region Sales and Equipment Services while collaborating closely with Technology, Transformation & Capabilities, Business Process & Systems, Coke One North America (CONA), and Data & Analytics teams. The role advances automation, digital adoption, and process improvement initiatives that improve field effectiveness and customer outcomes. This leader also works directly with customers to remove operational barriers, strengthen service delivery, and foster a culture that engages, develops, and inspires teammates.
The Sr. Director has direct accountability for Equipment Service operations, Customer Service resolution and contact center performance, Customer Excellence capabilities, and Customer Experience strategy, including digital commerce, loyalty, and self-service growth. Collectively, these functions own the end-to-end customer connection experience across service, human support, and digital channels. The role is responsible for integrating these capabilities to deliver consistent, efficient, and automation-enabled customer experience while continuously improving service quality, operational standards, and business performance.