Director, Customer Experience & Operations, GI (USCA)

CORE RESPONSIBILITIES AND TASKS - CUSTOMER EXPERIENCE

• Develop and execute the USCA Customer Experience & Operations strategy, aligning with GI commercial goals, supply chain readiness, and customer expectations for responsiveness, transparency, and delivery reliability.

• Set a multi year direction for the customer service function, aligning people, processes, technology, data, and digital capabilities to strengthen service execution, operational reliability, and cross functional coordination.

• Serve as coowner of customer commitments with GSC, ensuring alignment between demand, supply, and customer promise dates within the USCA region.

• Represent Customer Service in S&OP forums, partnering with Demand Planning, Supply Planning, and Sales to evaluate risks, constraints, allocations, and customer prioritization.

• Codify and maintain clear definitions for OTIF/perfect order, fill rate, lead time, and exception categories across functions.

• Own the endtoend order management process, including order validation, promisedate accuracy, change management, shipment coordination, documentation accuracy, and proactive communication of delays or risks.

• Partner with Finance to reduce invoice dispute rates, prevent rework, and shorten timetoresolution.

• Lead continuous improvement efforts to reduce order cycle time, improve backlog visibility, and eliminate defects that impact reliability or service cost.

• Act as the executive escalation point for key industrial OEM and strategic accounts within USCA.

• Establish and maintain a VOC program that feeds product, supply chain, and commercial improvement roadmaps.

• Oversee service recovery actions and ensure recurring issues drive structural fixes across GSC, plants, logistics, or commercial processes.

• Partner with IT, Operations Excellence, and Supply Chain to enhance ERP/CRM and ordertracking capabilities to support visibility, accuracy, and digital selfservice.

• Drive talent development, succession planning, and crosstraining across customer operations functions.

• Ensure compliance with trade, regulatory, quality, data integrity, and financial

• Maintain risk management plans for disruptions such as logistics constraints, material shortages, quality holds, and system outages.

• Coordinate across GSC, Manufacturing, and Sales to implement mitigation plans that protect customer commitments.

CORE RESPONSIBILITIES AND TASKS - BUSINESS OPERATIONS

• Partner with Technology and Procurement to systematically evaluate and execute on raw material strategies balancing cost and risk to the business.

• Partner with GSC, and with IBP, to optimize asset utilization and working capital investments to deliver the best cost structure that delights (serves) customers.

• Partner with GSC, PCG Facilities, and Sales to proactively avoid excessive finished goods obsolescence. When finished goods obsolescence is either at risk of occurring, or does occur, partner with sales and marketing to minimize the PNL impact.

• Partner with PCG Facilities to optimize working capital investments and variable costs to deliver the best cost structure that delights (serves) customers.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

This position is eligible for health benefits, such as medical, dental and vision coverage, Flexible Spending Accounts (FSAs), disability coverage, security, retirement and saving benefits, and more. Additional benefits include a generous time away from work package, including personal leave, paid parental leave, medical leave, vacation, holidays, among other benefits.

1. FORMAL EDUCATION:

1. Required:

• Bachelor's Degree in Business, Supply Chain, Operations, Engineering, or related field.

1. Preferred:

• MBA or relevant graduate degree.

1. KNOWLEDGE & EXPERIENCE:

Required:

• 10+ years progressive experience in customer operations, customer service, supply chain, planning, or related functions in a B2B industrial/manufacturing environment.

• Experience participating in or leading S&OP cycles, partnering across sales, planning, manufacturing, logistics, and finance

• Proven ability to lead process transformation, digital enablement, ERP/CRM enhancements, or cross functional continuous improvement initiatives.

• Strong communication, executive presence, and escalation management skills.

1. Preferred:

• Experience in coatings, chemicals, specialty materials, or industrial manufacturing.

• SAP Sales & Distribution or order management process experience; understanding of integration with planning, logistics, and finance systems.

• Lean/OpEx experience (VSM, standard work, daily management systems).