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Senior Director - Customer Experience



Your Job
Our Building Products segment is seeking a Senior Director, Customer Experience (CX) to lead our team in Atlanta. The role will be responsible for defining the team’s strategic objectives and delivering an industry-leading customer experience. This will require significant collaboration with commercial leaders and cross-functional teams to identify and execute against priorities. We are accountable for informing business strategy, prioritizing initiatives and delivering value, both to GP and our customers.

Key Responsibilities

  • Supervisory role – requires being a leader of leaders. Manage and motivate a high-performing, experienced, techno-functional team through strategy development and fast-paced execution of work. Oversee resourcing and bandwidth, scoping, cost and execution of a high priority project 
  • Strategic roadmap – define best-in-class customer experience and how GP can create long-term value for customers. Lead digital product managers to refine point of view and develop actionable roadmaps that align with the business vision and strategy 
  • Economic framing – develop the business case for continued innovation, working closely with commercial leadership to align on priorities. Identify key metrics, track outcomes and hold teams accountable for success 
  • Digital customer experience platforms – collaborate closely with IT to oversee continuous improvement to our salesforce CRM, B2B portals, notifications system, and proprietary trading platform, while enabling further transformation 

What You Will Do

  • Managing team to deliver step-change in customer experience as part of larger project. Working collaboratively and cross functionally to manage resources, scope, quality, and timeline

  • Developing and retaining talent on team

  • Leveraging economic thinking to make decisions quickly, evaluating benefits and tradeoffs as they tie back to business value

  • Guiding multiple workstreams at once through prioritization, understanding dependencies, emphasizing best practices in design, and proactively identifying and resolving obstacles

  • Working collaboratively with IT to deliver new functionality and drive adoption across our technology platforms; being a business stakeholder and champion for digital transformation

  • Collaborating cross-functionally to help business leaders identify opportunities to offer new products or services, optimize our business processes and/or enhance digital offerings

  • Developing the business case for investment upfront in work; driving shared accountability with commercial teams and IT in tracking results and achieving bets

  • Communicating results to senior and executive leadership

Who You Are (Basic Qualifications)

  • Bachelor’s degree

  • 4+ years’ overall experience with any combination of experience in strategic consulting, strategic planning/corporate development, business development, and/or growth strategy

  • Supervisory experience

  • 2+ years experience leading cross-functional project teams through problem-framing and solutioning, project management and communication skills

  • Experience collaborating, building consensus, delivering, and driving business/technical decisions with various sized customer stakeholder groups

What Will Put You Ahead

  • Graduate Degree/MBA

  • 2+ years management consulting experience (Bain, McKinsey, Boston Consulting Group, or others)

  • Experience designing, solutioning and implementing IT solutions driving value from CRM, CPQ and ERP systems

  • Familiarity with Agile development methodology

  • Experience in building materials or B2B industries

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are
As a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day –to make everyday products even better. 

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Equal Opportunities
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf


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