COO

Company Overview Our client is a trusted, rapidly growing distributor and service provider of mission-critical safety products, primarily serving government and public sector accounts nationwide. They are built on a long-standing reputation for expertise, responsiveness, and reliable execution.

Position Summary The Chief Experience Officer (CXO) is our client’s senior executive accountable for the end-to-end customer journey—from initial engagement through quote, order, delivery, and post-sale support. Because their business relies heavily on supplier drop-ship relationships rather than a traditional, inventory-heavy distribution model, this role requires exceptional cross-functional coordination. The ideal leader will bridge customer strategy, operational execution, and technology modernization to ensure a frictionless, world-class experience for our client’s partners.

Key Responsibilities

• Customer Experience Strategy: Architect and own the full customer lifecycle. Deploy integrated platforms (self-service, ecommerce, AI-enabled support) and leverage data to proactively improve satisfaction, retention, and long-term customer value.
• Commercial & Sales Alignment: Partner closely with Sales and Marketing to ensure the customer journey supports commercial growth. Streamline complex purchasing processes (quoting, contracts, issue resolution) to reinforce our client’s position as a trusted solutions provider rather than just a product source.
• Order Fulfillment & Operations: Own the complete order experience. Eliminate friction in fulfillment, improve shipment visibility, and manage supplier drop-ship coordination. Maintain operational continuity from the retiring COO while scaling processes and building a high-performing team.
• Technology Modernization: Serve as the business sponsor for major technology upgrades. Lead the evaluation and implementation of next-generation ecommerce, CRM, and ERP data strategies to drive productivity and customer intelligence.
• Executive Leadership: Serve as a collaborative peer to leadership across Sales, Finance, Tech, and HR. Champion core company values, represent the voice of the customer in enterprise discussions, and lead through influence and accountability.

Candidate Profile

• Experience: 10 years of senior leadership in distribution or an adjacent industry, with a track record of scaling organizations through significant revenue growth (ideally in the $200M–$500M range).
• Transformation Record: Proven success redesigning end-to-end customer journeys and operational systems, specifically involving order accuracy, shipment visibility, and issue resolution at scale.
• Tech-Strategic Mindset: Experience guiding major modernization efforts (ecommerce, CRM, ERP) and implementing digital buying and self-service capabilities from the business side.
• Industry Knowledge: Experience with public sector procurement, selling, and contract vehicles is strongly preferred.
• Leadership Traits: Customer-obsessed, financially fluent, and a strong relationship builder. A low-ego, highly accountable change leader who can guide transformation while preserving the culture that made our client successful.