Full-Time Director - National Customer Programs

The Director – National Programs is a national strategic leader responsible for driving change, process improvement, and operational efficiency to support rapid market share growth.

This role focuses on transforming the company’s market approach through customer-centric strategies while fostering cross-functional collaboration across Commercial, Sales, and Operational teams.

This position reports to the Vice President of Commercial Experience.

1. Strategic Leadership & Market Growth
   • Design and implement architecture for roles, responsibilities, and processes that enhance customer experience.
   • Drive change management initiatives to streamline processes for rapid response to commercial opportunities.
   • Identify gaps within the current structure and partner with peers and senior leadership to align expertise with business needs.
2. Customer-Centric Transformation
   • Develop and oversee the LAUNCH customer onboarding process to optimize client experience and satisfaction.
   • Manage the National Account Program, ensuring seamless collaboration between teams and stakeholders.
3. Operational & Program Execution
   • Continuously analyze trends and data to pivot functional teams in alignment with corporate objectives.
   • Ensures national program managers maintain proper alignment with customer needs and sales partners, i.e., contract maintenance/addendums/lifecycle dates; pricing alignment; price increase execution following the guidance from the VP of National Accounts and SVP of Sales.
   • Proactively drives technical approval velocity to exceed customer expectations and industry standards.

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