Dir Customer Experience (Service)

About the role

Click here to experience a Day in the Life of our Teammates ! Uncap Your Potential at America's Largest Coca-Cola Bottler — Pour Your Passion into Purpose! We're more than beverages—we're building meaningful careers and vibrant communities. Join our team where your talent meets purpose, and every teammate directly shapes our success.

Benefits

• Career Growth: Clear pathways to advance and develop your career
• Competitive Benefits: 401(k) match + health coverage + employee stock purchase plan
• Purpose-Driven: Create meaningful impact in the communities you serve
• Professional Development: Dedicated training + personalized mentorship

Responsibilities

• Lead customer service, contact center, and equipment services operations to deliver exceptional customer experiences, achieve service-level commitments, and drive business performance.
• Direct customer issue resolution, escalation management, and service execution strategies, using business insights and performance data to improve results and optimize operational effectiveness.
• Oversee end-to-end equipment services scheduling, dispatch, logistics, and resource planning to ensure timely, cost-effective service delivery across the network.
• Drive operational excellence and continuous improvement by streamlining processes, eliminating duplication, leveraging automation, and enhancing productivity, quality, and customer engagement.
• Partner with Sales, Operations, Equipment Services, Marketing, and other cross-functional leaders to execute commercial strategies, improve service capabilities, and support business growth.
• Lead, develop, and optimize organizational capability through effective leadership, coaching, workforce planning, succession management, and performance accountability.
• Other duties as assigned

Requirements

• Experience with a DSD environment and an understanding of CCCI go-to-market strategies for Sales and Equipment Service Operations.
• Demonstrated ability to influence cross-functional leaders and customers at all organizational levels to drive action through teams the role does not directly control.
• Strong analytical and root-cause problem-solving skills, with the ability to interpret customer and operational data to drive decision-making.
• Proficient written and oral communication skills, with transparent communication when making critical decisions that impact teammates, the contact center, customers, and business partners.
• 3+ years of experience with MS Office 365, specifically Word, Excel, and PowerPoint.

Qualifications

• Bachelor's degree
• One year of call center experience.
• Two years minimum experience leading teams, with a proven ability to coach, teach, train, and develop leaders.
• Experience with a Direct-Service Delivery (DSD) environment and an understanding of go-to-market strategies for Sales and Equipment Service Operations.
• Advanced ability to influence others at all levels and to deliver against complex, competing priorities with time-sensitive and critical deadlines.
• Excellent written and oral communication skills.
• 5+ years of experience with MS Office 365, specifically Word, Excel, and PowerPoint.
• Demonstrated experience managing, overseeing, or supporting business improvement or related projects.

Preferred Qualifications

• Bachelor degree (four years) in Business, Business Management, Communications, Finance, Operations, or Human Resources.
• Knowledge acquired through three to five years of relevant work experience.

Work Environment

In-office environment required.