Director of Customer Experience

R10080310 Director of Customer Experience (Open) Location: Rancho Cordova, CA (Regional Office) - Cust. installations How will you CONTRIBUTE and GROW? At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. Airgas is Hiring for a Manager - Director Of Customer Experience in Rancho Cordova, CA! We are looking for you ! Pay - 100K-120K Travel - 10% Recruiter: Neelam Patel / neelam.patel@airgas.com / (913-343-5762) This position is responsible for developing, communicating, and executing a unified customer service vision across all contact methods to ensure the highest service levels in every channel. The Director will provide leadership to create and execute a region-level customer experience strategy that aligns with organizational goals, focusing on improving the customer experience and reducing churn. This includes collaborating with regional company leadership, the Business Support Center, and branch associates to identify continuous improvement opportunities and technological enhancements along the customer journey, ultimately enhancing customer service and sales support strategies. Customer Experience (CX) Strategy and Optimization: Implement and drive best practices to optimize the entire customer journey, aiming for an effortless experience that results in increased loyalty, advocacy, and purchases. Process Improvement and Collaboration: Actively collaborate across all levels and business units to identify and execute continuous improvement opportunities, develop efficiencies, establish and monitor service quality metrics, and lead regional change management projects. Voice of the Customer (VOC) and Issue Resolution: Manage the regional VOC survey program to develop and implement action plans, and lead efforts with branch and BSC CX teams to minimize customer disputes and improve branch processes like customer onboarding and order fulfillment. Organizational Leadership and Talent Development: Provide leadership for the organization, driving associate engagement, managing performance, and partnering with Talent Management to address knowledge gaps through targeted training and CX-oriented recruiting/onboarding materials. ________________________ Are you a MATCH? Education: Bachelor's degree in business management, marketing, or a related field (preferred). Experience: A minimum of 5 years leading back office, customer service, or business operations (preferably in distribution), 3 years leading high-performing teams, and 3 years in sales, procurement, or eCommerce. Soft Skills: Strong, collaborative leadership skills, critical thinking, problem-solving, strategic planning/project management, and an adaptive, entrepreneurial mindset. Technical Proficiency: Required proficiency in both Google and Microsoft Office suites. System Experience: Experience with key business systems including SAP, Oracle, Customer Portals, Excel, and integrated reporting systems. Business Acumen: Expert knowledge of Customer Service in a decentralized retail distribution environment, and a functional understanding of ERP systems and customer lifecycle management. ________________________ Benefits We care about and support all Airgas associates. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees. We provide a progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children. Additionally, we offer our employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for employees’ dependents, and an Airgas Scholarship Program. _________________________ Your DIFFERENCES enhance our PERFORMANCE At Airgas, we are committed to building a workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world. _________________________ About Airgas Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions. Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients. Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you’ll find a welcoming workplace where you’re valued for who you are and where you can fill your potential while growing a fulfilling career — whatever path you choose. _________________________ Equal Employment Opportunity Information We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973. Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at us-accommodationrequest@airgas.com. _________________________ California Privacy Notice Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions. Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients. Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you’ll find a welcoming workplace where you’re valued for who you are and where you can fill your potential while growing a fulfilling career — whatever path you choose. We want to ensure a safe experience for everyone interested in joining Airgas. Please be aware of fraudulent job offers that are circulating, falsely using the Airgas name and brand. These scams often involve individuals or organizations impersonating Airgas recruiters or employees through fake emails, social media, and websites. They may attempt to request personal information or, critically, ask for payment for various reasons like application fees, training, or visa processing. Please be advised that Airgas and our authorized recruitment partners will never ask you for money at any stage of the recruitment process. You may verify job postings through our official global careers website at any time. If you receive a suspicious job offer or request for payment/sensitive data, we strongly advise that you do not respond or click on any links. We encourage you to verify the source carefully and only interact through our official channels. We appreciate your interest in Airgas and are committed to combating these fraudulent activities to protect job seekers. If you wish to report an incident, please contact us via this form