Customer Experience Director

Company: Resilience Group
Location: Brook Park
Posted on: February 17, 2026

Job Description:

Job Description Job Description We are seeking a Director of Customer Experience to lead and elevate the end-to-end customer journey across distribution partners and strategic accounts for a premium B2B manufacturer . This role owns Customer Success, Customer Service, and Claims , ensuring a consistent, high-quality, and scalable customer experience aligned with a premium brand promise. The Director will set the Customer Experience strategy, oversee daily operations, define and monitor KPIs, drive quality assurance and process improvement, and partner cross-functionally with Sales, Operations, Supply Chain, and Marketing. A key focus is delivering a white-glove experience for Strategic Accounts and supporting growth through systems optimization and M&A integration . Ideal candidates bring 10 years of Customer Experience, Customer Success, or Customer Service leadership experience in a B2B manufacturing or distribution environment. Strong KPI and process improvement expertise, and experience scaling teams and systems in a growing organization. This is a highly visible leadership role with meaningful impact in a stable and well needed industry. Great benefits and a wonderful leadership team! Apply today for immediate consideration.

Keywords: Resilience Group, Taylor , Customer Experience Director, Sales , Brook Park, Michigan