The Director of Customer Experience is an experienced and strategic thinker that leads customer service strategy and execution across our international locations for defense design and manufacturing operations. This pivotal role oversees all aspects of customer support and service, including overseeing commercial sales, demand, revenue tracking and order fulfillment to oversee the order-to-cash (O2C) lifecycle within a complex, compliance-driven industry. The ideal candidate will possess a deep knowledge of SAP, Salesforce (or similar CRM), process improvement methodologies, customer service best practices and sales operations. The role is responsible for ensuring the satisfaction of Gentex Ground and Air customers, while working between the Sales, BD, Product Management, Supply Chain, Operations and AR teams. Additionally, this role is responsible for the onboarding, training, and day-to-day coaching of the Customer Service leadership & teams.