Director, Customer Experience

· Establish and communicate a clear customer experience vision, service promise, and operating model for every product, channel, and branch location.

· Build the centralized Customer Service Center, including organization design, staffing, role clarity, work allocation, schedules, escalation coverage, and leadership routines.

· Create a culture of ownership in which the centralized team remains accountable for customer communication and case closure, even when resolution requires another department.

· Develop annual priorities, budgets, resource plans, and technology requirements that support growth in both propane and commercial fuels.

· Serve as the senior customer advocate in commercial, operational, and technology decisions.

· Define the standards and behaviors that create a reliable, effortless, and consistent experience across the full customer lifecycle.

· Establish a voice-of-the-customer program using surveys, complaints, compliments, customer interviews, service data, and frontline feedback.

· Identify recurring friction, unmet expectations, and root causes; sponsor corrective actions with the functions that own the underlying process.

· Create closed-loop service recovery practices so customers are informed, commitments are tracked, and lessons are applied across the organization.

· Partner with sales and marketing to align customer promises, onboarding, communications, retention efforts, and growth opportunities.

Customer Journey Mapping and Process Improvement

· Lead current-state and future-state journey mapping for key customer journeys, including inquiry, quote, account setup, ordering, scheduling, delivery, billing, support, complaint resolution, renewal, and retention.

· Facilitate cross-functional workshops to document customer goals, actions, emotions, channels, moments that matter, handoffs, failure points, and improvement opportunities.

· Translate journey maps into standard operating procedures, role definitions, controls, training, system requirements, and measurable service improvements.

· Use process data and customer feedback to prioritize improvements based on customer impact, operational feasibility, risk, and business value.

· Maintain journey maps as active management tools and update them as products, customer needs, processes, and technology change.

· Bachelor of Science degree in business administration, management, marketing, operations, or another business-related field preferred. Appropriate progressive experience may be considered in place of a degree.

· Seven or more years of progressive experience in customer service, customer experience, customer operations, or a related field preferred.

· Three or more years of leadership experience with responsibility for people, processes, performance, and organizational change preferred.

· Demonstrated experience with customer journey mapping, service design, process improvement, and implementation of standardized customer-facing procedures.

· Experience building, centralizing, or transforming a multi-location customer service operation strongly preferred.

· Experience in energy, fuels, propane, distribution, logistics, utilities, or another operationally complex service business is preferred.

· Working knowledge of CRM or case-management platforms, contact-center technology, ERP or billing systems, reporting tools, and customer feedback platforms preferred.

Why Ergon Inc.?

At Ergon, we are a relationship-driven, family-owned company that values the growth and contributions of each employee. Headquarters in Flowood, Mississippi, we take pride in maintaining a close-knit, small-company atmosphere while offering exceptional career opportunities. With approximately 4,500 employees, we operate in multiple sectors, including pavement & pavement preservation, specialty refining, logistics, construction, and specialty chemicals. Our people are the foundation of our success, and we are committed to fostering a workplace where talent is recognized, rewarded, and empowered. Our comprehensive benefits package includes:

• Competitive pay
• 401(k) matching & profit sharing
• Health, Dental, Vision, and Life Insurance
• Short- and Long-Term Disability Plans
• Additional voluntary benefits
• Paid holidays, vacation, and sick leave
• Tuition assistance
• Opportunity to shape enterprise-wide compensation strategy
• Collaborative, inclusive, and performance-driven culture
• Career growth in a dynamic, diversified organization

• Empowered Service: Together, we're committed to delivering unparalleled service. We do what's right, provide solutions, and foster stronger relationships with our teams and customers. Employee safety is our top priority and the first consideration in all aspects of our service. That's empowered service.
• Selfless Leadership: We lead with compassion and put those around us before ourselves. We don't say we're experts; we demonstrate it through technical expertise, category innovation, and care for what we do. We call this selfless leadership.
• Purposeful Growth: We believe employee and company growth go hand in hand. We build our legacy together to ensure future success through purposeful growth. The company has continually reinvested tremendously back into the business, not just growing for the sake of growing but growing carefully and strategically.
• Respectful Relationships: Together, we foster a culture of respect, acceptance, and diversity of ideas and people. Our differences make us stronger. We're united by our shared values, constantly forging respectful relationships.

We are an EEO/AAP employer.

Job Role: Claims Director

Location: Flowood, MS