Overview In this role you will lead a Customer Experience team within Wabash's Commercial Operations to elevate customer outcomes and sales efficiency. You will translate a future-state vision into actionable priorities, coach a high-performing team, and build cross-functional partnerships to reduce friction and scale operations. You'll drive proactive customer partnerships through disciplined processes, data-informed decisions, and standard work. This position offers a meaningful chance to shape how we serve customers at scale and reinforce a One Wabash mindset.
Responsibilities- Lead and develop the Customer Experience team to foster accountability and a service mindset
- Build a high-performing team through coaching, performance management, and talent development
- Shift the team from reactive issue resolution to proactive customer partnership with root-cause problem solving
- Translate vision into priorities, rhythms, goals, and measurable outcomes
- Collaborate across the Commercial team and with cross-functional partners to remove friction
- Improve end-to-end customer journey, communications, escalations, handoffs, and consistency across teams
- Leverage customer, process, ticketing, quote-to-cash, and operational data to identify trends and drive improvements
- Establish standard work, playbooks, escalation paths, and performance routines to reduce variation and enable scale
- Support adoption of customer experience tools and digital enablement (CRM, ticketing, workflow, reporting)
- Communicate priorities, risks, and progress while guiding the team through change and reinforcing a One Wabash culture
Key requirements- 8+ years of progressive leadership experience in customer experience, commercial operations, sales operations, or related functions
- Ability to build, lead, develop, and engage high-performing teams with clear expectations and accountability
- Proven experience leading change, transformation, or process improvements
- Cross-functional collaboration track record to improve customer outcomes and end-to-end execution
- Ability to translate strategy into clear priorities, routines, metrics, and execution plans
- Strong understanding of customer experience operations, escalation management, and quote-to-cash or order-to-cash processes
- Experience using data, KPIs, dashboards, process metrics, and customer feedback to drive decisions
- Ability to lead through ambiguity, simplify complexity, and create clarity for teams
- Solid business acumen linking customer experience to sales efficiency, responsiveness, scalability, margins, and loyalty
- leadership
- communication
- influence
- CRM
- ticketing
- quoting
