Director, Customer Experience & Operations, GI (USCA)

The Director, Customer Experience & Operations – General Industrial (USCA) leads two critical pieces of the U.S. and Canada business region:  The Customer Service function, and the Business Operations (PNL management) function. 

For Customer Service, the Director is responsible for delivering a consistent, reliable, and transparent customer experience across the full order‑to‑cash (O2C) cycle. This includes ensuring accuracy and clarity from order entry through production coordination, shipment, issue resolution, and post‑delivery support. 

In this role, the Director integrates day‑to‑day service operations with broader business execution by aligning closely with Sales, Global Supply Chain (GSC), Finance, and IT. The leader ensures that customer expectations are translated into dependable operational commitments and that internal teams are coordinated around meeting those commitments. This includes managing delivery reliability, backlog visibility, demand/supply coordination, and order quality—key drivers of customer satisfaction and business performance. 

The Director also oversees a skilled team responsible for frontline service, operational troubleshooting, and data accuracy, helping ensure customers find Sherwin‑Williams easy to work with and responsive to their needs. By balancing customer experience with operational efficiency and process discipline, this role helps strengthen customer relationships, support commercial growth, and improve the predictability and effectiveness of the overall General Industrial (GI) business. 

For Business Operations, the Director is responsible for proactively engaging with critical functions (eg. GSC, Performance Coatings Group (PCG) Facilities) to optimize PNL cost for the business, while maintaining agreed upon service metrics, and driving continuous improvement across all fronts.  Examples of cost driven activities include asset utilization, raw material cost optimization, balanced working capital/conversion cost strategies, and finished good obsolescence optimization. 

This is not a remote/hybrid position and will report to our offices in Downtown Minneapolis, MN.