Director, Customer Engagement

About the role

In this role, you will lead a team of Customer Engagement Leads and partner cross-functionally to improve communication discipline, escalation clarity, service recovery, and follow-through. The ideal candidate brings strong customer judgment, operational understanding, executive-level communication skills, and the ability to influence stakeholders while translating customer feedback into clear priorities and measurable actions. This is an opportunity for a strategic leader who can build trusted customer relationships and drive accountability for improved service outcomes. Our Team We serve as the strategic link between KBX, its customers, and internal business partner creating value by helping customers achieve their business goals while driving accountability, service excellence, and continuous improvement across transportation and logistics operations. To deliver strong customer outcomes, the team partners closely with Operations, Technology, Commercial, and customer stakeholders to address challenges, improve processes, and identify opportunities for innovation. KBX Logistics, a Koch company and global leader in transportation, offers world-class, technology-driven capabilities across all modes of managed freight and transportation asset management. KBX is uniquely positioned to meet the challenges shippers face, leveraging decades of firsthand experience and data-driven insights from a large, diverse, and global business network. By building mutually beneficial partnerships and innovative technology, KBX creates a competitive advantage for its customers and meets the growing need for cost effective and reliable supply chain solutions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location.

Responsibilities

• Enable team members to become trusted advisors by transferring logistics, transportation, and business expertise that strengthens customer partnerships
• Lead and develop Customer Engagement Leads who provide strong customer communication, disciplined follow-up, and effective escalation when leadership decision-making is needed
• Develop and maintain relationships with internal and external business stakeholders in our customer organizations
• Develop a thorough understanding of customer's business vision, strategies, priorities, and operations. Help customers achieve their business and financial goals by providing timely, proactive recommendations regarding Transportation and Logistics
• Drive accountability for customer outcomes by establishing and improving SLAs, escalation processes, and service recovery practices, ensuring customer commitments are met while identifying opportunities for continuous improvement