Hybrid Director of Customer Experience - Grand Rapids, MI 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 shaping and leading the strategic vision for the end-to-end customer journey across all logistics service lines. This role drives initiatives that enhance customer satisfaction, retention, and advocacy by fostering a culture of excellence, responsiveness, and continuous improvement. The Director partners with executive leadership and cross-functional teams to ensure service delivery aligns with customer expectations and supports long-term business growth.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION:

• Develop and execute a comprehensive customer experience strategy that aligns with organizational goals and enhances service quality across all logistics verticals.

• Lead and mentor a high-performing customer experience team, fostering professional development, accountability, and a customer-first mindset.

• Collaborate with senior leaders across Sales, Operations, Carrier Management, and IT to address systemic service challenges and implement scalable solutions.

• Own and evolve customer satisfaction metrics (e.g., NPS, CSAT, retention rates), using data-driven insights to inform strategic decisions and drive performance improvements.

• Champion process optimization and innovation to deliver differentiated experiences tailored to diverse customer segments and business models.

Requirements

OTHER SIGNIFICANTJOB FUNCTIONS INCLUDE:

•  Oversee the creation and deployment of training, onboarding, and support resources for both internal teams and external clients, ensuring consistency and clarity in service delivery.
•  Serve as the executive escalation point for complex or high-impact customer issues, ensuring resolution aligns with company values and customer expectations.
•  Represent the voice of the customer in strategic planning, product development, and operational reviews, advocating for improvements that drive loyalty and growth.
•  Lead cross-functional initiatives to analyze customer feedback and operational data, identifying trends and opportunities for continuous improvement.
•  Ensure compliance with company policies, industry regulations, and customer contractual obligations.

REQUIRED EDUCATION / EXPERIENCE:

•  Bachelor’s degree in Business, Communications, Logistics, or a related field (Master’s degree preferred).
•  8+ years of experience in customer experience, operations, or client success roles, with at least 5 years in a senior leadership capacity.
•  Proven track record of leading strategic customer initiatives in logistics, transportation, or related industries.

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.):

• Experience managing enterprise-level customer experience programs and cross-functional projects.

• Familiarity with data visualization tools (e.g., Tableau, Power BI) for presenting customer insights.

• Knowledge of change management principles and methodologies.

• Exceptional organizational and time management skills in a dynamic, fast-paced environment.

• Deep customer-centric mindset with a passion for innovation and continuous improvement.

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.

 Relocation assistance is available for qualified candidates who are open to moving to Michigan. 

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.