Director, Customer Experience and Service Operations

Job description

Job Description

Director, Customer Experience & Service Operations, is responsible for establishing and leading the segment strategy for customer experience, service excellence and service network performance to drive sustainable growth and customer loyalty. This role provides strategic leadership across the Welding Segment to create differentiated end-to-end customer experience while strengthening aftermarket capabilities and profitable growth.

Working collaboratively with VP/GMs, Sales Leaders, Service Managers, Product Management, and Regional Teams globally, this role will drive continuous improvement in customer-facing metrics, service effectiveness, service network capabilities, and aftermarket performance.

Key Responsibilities

Develop and execute the segment strategy for customer experience, service excellence, warranty governance, and aftermarket growth to strengthen customer loyalty and drive profitable growth. Partner with VP/GMs, divisional leadership teams, and service managers to establish and maintain ITW-caliber customer-facing metrics, including customer satisfaction, responsiveness, loyalty, service performance, and warranty effectiveness.

Lead the development and continuous improvement of segment-wide service standards, capabilities, and processes to deliver a differentiated and consistent customer experience across divisions and regions. Lead warranty governance processes to identify systemic issues, improve product reliability, enhance customer satisfaction, and reduce warranty costs through cross-functional collaboration. Lead the strategy, governance, and performance of service networks, including authorized service providers, distributors, and channel partners, to ensure consistent service quality globally.

Develop organizational capability and future leadership pipelines within customer experience and service functions through coaching, talent development, and succession planning.

How to be successful

Proven Leadership

• Demonstrated success leading customer experience, service operations, aftermarket, or commercial support organizations within complex industrial businesses.

Strategic Depth

• Proven ability to develop and execute strategies that improve customer loyalty, strengthen service capabilities, and drive profitable growth.

Customer-Centric Mindset

• Passion for understanding customer needs and translating insights into differentiated customer experiences and business improvements.

Collaborative Influence

• Track record of building alignment and influencing change across multiple levels of the organization, including VP/GM leadership teams, without direct authority.

Talent Leadership

• Demonstrated ability to develop high-performing teams and build organizational capability through coaching, development, and succession planning.

Global Perspective

• Experience working across multiple regions and cultures to establish consistent standards while adapting to local market needs.

Flexibility & Commitment

• Willingness to travel (approximately 25–40%) to partner directly with divisional leaders, regional teams, customers, and service partners.

Experience

Required: Must have a bachelor’s degree in a related field. 10+ years’ experience in a related field. ITW is an equal opportunity employer.

We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.