Senior Director, Customer Enablement

Link Logistics

. Design and implement enterprise-wide strategies for a consistent, impactful customer experience across all touchpoints and channels throughout the customer lifecycle .

Posted 11/4/2026full-timeUnited StatesSenior💰 $175,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and implementing customer experience strategies, optimizing customer journeys, and leveraging data analytics to drive business impact. Proven ability to lead cross-functional initiatives and foster a customer-centric culture across diverse teams.

Highest-signal resume keywords

Customer Experience LeadershipCustomer Lifecycle ManagementData Analytics and MetricsChange ManagementCustomer Engagement Technologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey MappingOperational Performance ImprovementProgram OwnershipCustomer Feedback AnalysisOmnichannel Support

Soft Skills

Exceptional CommunicationAnalytical AcumenStakeholder EngagementChange Management SkillsAbility to Manage Competing Priorities

Tools & Technologies

CRM SystemsCX PlatformsAnalytics ToolsChatbot TechnologiesCall Center Solutions

Certifications & Qualifications

Certified Customer Experience Professional (CCXP)Prosci Change Management CertificationLean/Six Sigma Certification

Industry Keywords

Customer ExperienceCustomer SuccessProperty Management OperationsService DeliveryCustomer Relations

About the role

Key responsibilities & impact

Design and implement enterprise-wide strategies for a consistent, impactful customer experience across all touchpoints and channels throughout the customer lifecycle
Map, architect, and continuously refine the customer journey in partnership with Operations
Lead CX pilots that test, validate, and scale new experience concepts into repeatable, operationalized programs
Identify and resolve gaps that reduce friction and drive loyalty
Own customer and vendor operational communications
Oversee enablement programs and training across the enterprise, including Link Way, CX Champions, and the CX Allowance
Oversee white-glove, high-touch service for high-value Focus Customers
Provide digital-first omnichannel support across customer segments and digital products
Support scaling CX and customer intelligence through Link+, FieldIQ, chatbot, call center, and messaging tools
Support integration of processes, systems, and ways of working related to customer intelligence and enablement
Foster a cohesive one-company culture across teams
Use data, metrics, and customer feedback to demonstrate the impact of enablement initiatives, including OSAT, NPS, SSO, and SSNOI Growth
Serve as organizational advocate for the customer
Drive a customer-centric culture, monitor industry trends and competitive benchmarks, and ensure compliance with governance, operational, and regulatory standards across customer interactions

Requirements

What you’ll need

Bachelor’s degree in Business, Psychology, Marketing, Communication, or a related field; advanced degree preferred
12+ years of progressive leadership experience in customer experience, enablement, or customer success roles with direct responsibility for customer lifecycle management and program ownership
Track record of leading successful, cross-functional customer experience initiatives and improving operational performance
Demonstrated success in designing and optimizing journeys for both customers and employees
Exceptional communication, analytical and financial acumen, change management, and stakeholder engagement skills
Experience with customer engagement technologies (CRM, analytics, CX platforms) and ability to analyze and leverage data for business impact
Understanding of property management operations, customer relations, and service delivery within a large, distributed real estate portfolio is a bonus
Ability to thrive in a fast-paced, growth-oriented environment and manage competing priorities
Certified Customer Experience Professional (CCXP) designation preferred
Change management (Prosci) and/or Lean/Six Sigma training or certification preferred

Benefits

Comp & perks

Health insurance coverage
Retirement savings plan
Paid holidays
Paid time off