The Director of Customer Experience is a hands-on leader charged with elevating our aftermarket customer experience operations. The Director of Customer Experience will oversee a team responsible for customer support, warranty and returns, and technical service. This role is designed for a working leader, someone who can jump into the trenches when needed, handle escalations directly, and then step back to guide, scale, and strengthen the department.

The Director will build and execute service roadmaps, drive improvements in response time and resolution quality, and ensure consistency across all channels. They will set and guide customer communications standards and represent the company’s aftermarket service posture with credibility to both customers and senior leadership

• Oversee daily operations across support, warranty, and technical service, ensuring smooth case triage and service-level adherence.

• Lead multi-site, multi-channel support operations (phone, email, chat, and case management).

• Personally engage in escalations and complex case handling, ensuring a professional customer resolution.

• Oversee returns and warranty programs, holding vendors and partners accountable to service standards.

• Manage outsourced support partners and logistics providers to ensure service quality standards are met.

• Ensure effective use of CRM/ERP systems (Salesforce, SAP, call routing) and integrate the knowledge base and service tools into frontline workflows.

• Establish and enforce SOPs for customer support and warranty processes.

• Conduct service maturity assessments and own corrective action planning and follow-through to close performance gaps.

• Monitor and report service KPIs (CSAT, NPS, response time, resolution time, backlog, first-contact resolution).

• Drive adherence to service-level agreements (SLAs) and resolution quality metrics.

• Partner with Sales, Operations, Finance, and Product teams to resolve recurring customer pain points.

• Define and guide the customer communication strategy, including knowledge base articles and response templates.

• Build structured feedback loops and translate customer insights into business cases for improvement.

• Oversee regular audits of service cases to ensure compliance with company policies, contractual obligations, and regulatory requirements.

• Develop training programs to strengthen team capabilities and customer handling skills.

• Coach managers and frontline staff to foster a customer-first culture and continuous improvement mindset.

• Represent the company’s customer experience posture during customer business reviews and internal leadership updates.

• Other duties as assigned.

Education and Formal Training:
• Bachelor’s degree required (equivalent experience considered).

Experience:
• 8+ years of progressive experience in customer service or experience leadership, including at least 3 years managing teams.
• Background in aftermarket or service operations preferred.
• Strong experience with escalations, warranty/returns, and vendor management.
• Hands-on expertise with CRM and ERP platforms (Salesforce, SAP).
• Proven track record of improving customer satisfaction and operational performance.
• Excellent communication skills, with confidence in presenting to customers and executives.
• Hands-on leader who can balance day-to-day involvement with long-term capability building.

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws