Hybrid Director of Customer Experience - Indianapolis, IN bei Venture

Description

                                                                        LOGISTICS FOR THE INDUSTRIOUS

At Venture, we help our clients deliver their products, their promises, and their potential every day. If you believe in delivering great customer service, value partnership, and are always looking for a challenge, we’d like to meet you.

POSITION SUMMARY:

The Director of Customer Experience is responsible for leading and shaping the end-to-end customer journey across all logistics service lines. This role ensures a consistent, responsive, and proactive service experience that drives customer satisfaction, retention, and advocacy. The director leads cross-functional initiatives that improve communication, streamline issue resolution, and align service delivery with customer expectations and business objectives.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION:

• Develop and execute customer experience strategies that enhance service quality, client retention, and brand loyalty.
• Lead and mentor CX teams focused on onboarding, issue resolution, client education, and satisfaction.
• Collaborate with Sales, Operations, Carrier Management, and IT to address service pain points and customer feedback trends.
• Monitor and report on key customer satisfaction metrics such as NPS, CSAT, retention, and service levels.
• Identify process improvements and implement scalable service models tailored to customer segments.

 OTHER SIGNIFICANTJOB FUNCTIONS INCLUDE:

• Oversee the development of training, onboarding, and support materials for both customers and internal teams.
• Serve as escalation point for critical customer issues, ensuring quick resolution and communication.
• Champion the voice of the customer in company-wide initiatives and planning.
• Analyze customer feedback and operational data to inform product/service improvements and strategic priorities.

Requirements

REQUIRED EDUCATION / EXPERIENCE:

• Bachelor’s degree in business, Communications, Logistics, or related field
• 5+ years of experience in customer experience, operations, or client success roles
• 3+ years in a leadership position with direct team responsibility

PREFERRED EDUCATION / EXPERIENCE:

• Experience with logistics platforms (TMS, CRM, ERP systems)
• Background in third-party logistics, freight brokerage, or transportation services

REQUIRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.):

• Strong leadership and team development capabilities and advanced communication and conflict-resolution skills
• Experience implementing customer feedback systems and metrics
• Proficiency in CRM and support platforms
• Ability to think strategically and execute tactically across functions

OTHER INFORMATION:

• The essential job functions and major job functions are not intended to be an all-inclusive list of the job functions that an individual will be required or expected to perform.  
• Position Descriptions may be changed or revised by the Company from time to time at its sole discretion.

 Bi-weekly travel to our Michigan office is required for this position. 

BENEFITS:

• Competitive pay
• Opportunity for career advancement
• Generous vacation / paid time off
• Paid holidays
• 401K with company match from day 1
• Medical, dental, vision
• Basic and supplemental life insurance

This Position Description is not intended to guarantee, and does not guarantee, ongoing employment or employment for a definite term, either in this position or with the Company. Absent an enforceable written contract to the contrary, and to the fullest extent allowed by federal, state and local law, an employee’s employment relationship with the Company is at-will.