Mohawk Industries

Senior Director, Customer Experience – Commercial

Mohawk Industries

full-time

Posted on:

Location Type: Office

Location: Calhoun • United States

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Job Level

Senior

About the role

  • Develop and implement a comprehensive customer experience strategy aligned with overall business goals
  • Collaborate with executive leadership to integrate customer-centric principles into the broader organizational strategy
  • Analyze and map the end-to-end customer journey through the order to cash process including custom & turnkey orders, identifying pain points and opportunities for improvement
  • Establish and drive implementation of the technology roadmap for the CX Team, including automation, artificial intelligence, and self-service tools
  • Implement strategies to enhance customer touchpoints and streamline the overall customer experience

Requirements

  • Bachelor’s degree in a related field or equivalent education and/or experience
  • 12+ years’ relevant experience or equivalent education and/or experience
  • 7+ years of management experience
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Professional development
  • Employee discounts
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experience strategycustomer journey analysisorder to cash processautomationartificial intelligenceself-service tools
Soft Skills
collaborationleadershipstrategic thinkingproblem-solving