Director of Customer Experience

Middleby Coffee Solutions Group, based in Seattle, takes pride in manufacturing the highest quality commercial espresso and super automatic bean-to-cup machines. Our commitment to excellence is reflected in the Synesso and Concordia brand names, each known for distinct qualities that enhance the coffee experience. Synesso, celebrated for exceptional engineering and durability, empowers baristas to create the finest espresso drinks. Concordia, on the other hand, is renowned for speed and efficiency, offering an easy and elevated coffee experience.

We are seeking a customer experience leader with strong process engineering and people skills. The Director of Customer Experience drives end-to-end process integration across order management, service delivery, and customer support functions. Reporting to the President, this role has direct oversight of Service Operations and Order Management teams, with responsibility for transforming fragmented processes into standardized, automated workflows that enhance customer experience and operational efficiency.

Responsibilities:

Process Integration & Optimization

• Partner with the sales team to implement guardrails and processes that ensure accurate and timely sales forecasting, and work with OPS peers to implement integrated processes connecting sales forecasting and supply chain and manufacturing planning.
• Analyze, standardize, codify and automate order entry management and installation workflows.
• Develop and maintain KPIs tracking order-to-delivery performance across departments.
• Lead process improvement initiatives to eliminate waste and increase efficiency.
• Maintain and optimize ERP system to ensure accurate real-time reporting and workflow automation.

Service Network Development

• Actively manage the creation and operation of service network for after-sales support and warranty repairs.
• Establish service level standards and performance metrics.
• Develop and personally manage escalation protocols for service-related issues and work with GM to reach and maintain an outstanding customer experience level.
• Create and implement preventive maintenance programs.
• Coordinate with supply chain for spare parts management.

Cross-Functional Leadership

• Collaborate with GM on service delivery optimization and OTIF performance.
• Partner with VP Sales on order management integration and forecast accuracy.
• Execute practical change management initiatives across departments.
• Manage matrix relationships effectively to ensure seamless operations.
• Build strong relationships with Chain Account customers and internal stakeholders.

Team Leadership

• Direct and develop Service and Order Management teams.
• Foster a culture of continuous improvement and customer focus.
• Foster a culture of feed-back and is an actual contributor to a Great Place To Work.
• Personally develop and deliver training programs for process standardization.
• Lead by example, performing tasks alongside team members to demonstrate standards and develop skills.
• Drive performance through clear objectives and accountability.

Qualifications:

• Bachelor’s degree in business, marketing, or a related field (MBA is a plus).
• 5–8 years of operations management experience with a strong background in process improvement.
• Proven success implementing end-to-end process automation.
• Experience managing service networks and customer support operations.
• Proficiency with ERP system configuration, maintenance, and workflow automation.
• Strategic thinker with the ability to translate vision into executable plans.
• Demonstrated leadership in cross-functional teams.
• Background in customer-facing operational roles at companies recognized for service excellence.
• Ability to work across office, lab, and shop floor environments; must be able to occasionally lift up to 25 lbs.
• Willingness and ability to travel frequently, both domestically and internationally, as required to fulfill job responsibilities.

Perks and Benefits

• Extensive 401(k) plan with company matching.
• Generous paid time off
• 10 paid holidays
• Medical, dental, and vision plans for you and your family.
• Flexible spending accounts (FSA) and health savings account (HSA)
• Paid short-and long-term disability programs.
• Paid Life and accidental death and dismemberment insurance
• Unlimited Free Coffee on site and opportunity to work around people with passion for coffee!

Middleby Coffee Solutions is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants.

Job Type: Full-time

Pay: $110,000.00 - $140,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?
• Please describe your experience building or managing a service network for after-sales support and warranty repairs. Include how you set service standards and performance metrics, handled escalation protocols, implemented preventive maintenance programs, and coordinated with supply chain teams on spare parts availability. How did these efforts improve the customer experience? (required)
• Please share your experience in customer-facing operational roles, particularly at companies known for service excellence. What was your role in delivering or supporting a high-quality customer experience, and how did the organization’s service culture influence your approach to leadership and operations? (required)

Experience:

• Customer relationship management: 5 years (Required)

Ability to Commute:

• Renton, WA 98057 (Required)

Work Location: Hybrid remote in Renton, WA 98057

Salary : $110,000 - $140,000