Vice President, Customer Experience

Generac

Vice President Customer Experience managing global Customer Experience (CX) and CRM strategy for Generac. Leading team focused on transformation of Customer Contact Management and CRM process.

Posted 5/21/2026full-timeWaukesha • Wisconsin • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Leverages feedback from internal and external stakeholders and metrics to identify, prioritize and plan solutions to opportunities for continuous improvement for customer contact center management, CRM, and ecommerce work streams globally.
Partners with Commercial / Business Group, Product Management, Operational and IT stakeholders to translate business requirements into value chain, work process, talent and technology solutions.
Defines the work of the functional areas: Customer Contact Centers and CRM.
Designs and directs processes by which team and individual performance are recognized, feedback is consistently delivered and performance is systematically improved.
Identifies, selects, oversees configuration & implementation for functional adoption of digital technologies, realizing ROI and CX.
Manages organizational performance through metrics, operating reviews, and talent activities (performance management, succession planning and development).
Ensures that orders are managed with a high level of accuracy, speed and ease.
Selects, coaches and develops the team, setting objectives that align with company strategy to inspire and motivate the team.
Leads cross-functional process design with decision makers, systems owners, project teams and stakeholders.
Defines business requirements and goals to identify and resolve issues with scalable, sustainable solutions.
Drives standardization where possible across all business groups and functions.

Requirements

What you’ll need

Bachelor Degree in Business, Finance, Supply Chain, Operations, Customer Care, or equivalent experience
10 years of leading a combination of CX functions (Customer Contact Centers), CRM, ERP system(s), and digital tools for past companies
15 years progressive leadership experience, building teams and scaling businesses

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CRMERP systemsdigital technologiesperformance managementsuccession planningcontinuous improvementprocess designmetrics analysiscustomer experience (CX)business requirements analysis

Soft Skills

leadershipcoachingteam developmentstakeholder managementcommunicationmotivationstrategic planningcross-functional collaborationfeedback deliveryproblem-solving

Certifications

Bachelor Degree in BusinessBachelor Degree in FinanceBachelor Degree in Supply ChainBachelor Degree in OperationsBachelor Degree in Customer Care