Director, Customer Experience

Director, Customer Experience

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer, and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast, and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength.

Job Description

As the Director, Customer Experience, you will manage and guide all aspects of consumer and customer service delivery across our luxury product brand portfolio in North America. This role oversees high-touch service operations, including order entry, technical product support, warranty services, and direct B2B and B2C interactions across remote, hybrid, and in-person teams. You will bring a strong understanding of contact center operations, supply chain collaboration, and service transformation to drive quality, efficiency, and an elevated brand experience.

We value individuals who can Think Fast, using data and technology to inform decisions and improve service models; Work It Together, building trust-based partnerships across diverse teams and locations; and Make the Hard Call, confidently navigating complexity with thoughtful, balanced decision-making.

Position Location: This position is hybrid-based at our Irwindale, CA facility to lead in-house teams and collaborate closely with service operations. Other service teams may be fully remote or located in Mexico, and this role includes regular travel to Chicago and key distribution centers.

What You Will Be Doing:

• Strategic Leadership & Team Development: Manage and guide all aspects of customer and consumer service delivery for our luxury brand portfolio. Manage a dispersed team of 165+ associates, including 4–8 direct reports, with teams located in the U.S. and Mexico. Foster development and succession planning while promoting an inclusive and engaged service culture.
• Operational Excellence: Oversee consumer service (product, warranty, and technical support) and customer service (B2B order entry and fulfillment), ensuring quality and consistency across channels. Maintain strong collaboration with supply chain and distribution operations to optimize order fulfillment and reduce service friction. Monitor KPIs, SLAs, and productivity benchmarks to drive continuous improvement in a fast-paced environment.
• Customer Experience Innovation: Build and maintain a luxury-first service mindset that reflects brand expectations across high-touch interactions. Implement service improvements using customer feedback, data insights, and operational trends.
• Process Optimization & Technology Enablement: Leverage technology, AI, CRM, EDI, and contact center tools to transform workflows, improve efficiency, and enhance user experience. Identify and implement scalable, future-ready solutions that align with evolving customer needs and business strategies.
• Talent Acquisition & Development: Partner with HR and Talent teams to recruit, onboard, and develop service professionals who embody our brand standards and values. Create a culture of coaching, recognition, and continuous learning.
• Culture & Engagement: Encourage a collaborative, growth-oriented, and inclusive culture across hybrid and remote environments. Drive engagement strategies that support retention, morale, and team connection.
• Compliance & Quality Assurance: Ensure compliance with company policies, regulatory requirements, and customer care protocols. Oversee regular quality audits, coaching loops, and service reviews.

Qualifications

• Bachelor's degree in Business, Communications, Supply Chain, or related field.
• 10+ years of leadership in customer service, contact centers, or luxury service environments.
• Experience leading remote/hybrid teams and large, high-touch operations.
• Knowledge of B2B customer service, order fulfillment, and supply chain workflows.
• Proficient with CRM, EDI, and contact center platforms.
• Strong analytical, communication, and cross-functional collaboration skills.
• Willingness to travel and work flex hours as needed.

Preferred Qualifications:

• Advanced degree (MBA or similar).
• Background in luxury goods, hospitality, or high-touch service sectors.
• Experience in CX strategy, digital transformation, or contact center innovation.
• Familiarity with outsourced customer service models.
• Ability to influence senior leadership and lead large-scale change.

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $150,000 USD - $230,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates' unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous Employee Resource Groups to support inclusivity and our associates' feeling of belonging at work.

Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBIN.

Equal Employment Opportunity: FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations:

FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.

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