Director, Customer Experience & Operations, GI (USCA)
Sherwin-Williams • Minneapolis, MN • Posted June 24, 2026
Position Overview
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 vis...
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 vis...