Job Description

SUBURBAN STEEL SUPPLY

DIRECTOR OF CUSTOMER EXPERIENCE & PROJECT MANAGEMENT

THE PERSON

Do you thrive in a fast-paced environment where communication, follow-through, and accountability matter every day? Are you energized by building strong relationships with customers and internal teams while bringing structure to complex, moving priorities? Do you naturally step in to create clarity, improve processes, and ensure nothing falls through the cracks? Do you take pride in delivering on commitments and helping teams operate with consistency and confidence? If you are a proactive, process-driven leader who owns outcomes and elevates those around you, we want to talk to you!

Our ideal Director of Customer Experience & Project Management is:

• Proactive and Accountable: You do not wait for problems to surface. You anticipate needs, take ownership, and ensure commitments are followed through. You hold yourself and others accountable without being heavy-handed.
• Strong Communicator: You are clear, direct, and professional. You set expectations, navigate tough conversations with tact, and keep everyone aligned. Your communication builds trust with customers and internal teams.
• Process-Driven Problem Solver: You bring structure to complexity. You identify gaps, streamline workflows, and drive consistency. You do not just solve issues in the moment. You improve the system behind them.
• Collaborative Leader: You break down silos and build strong cross-functional relationships. You are a connector who partners with sales, operations, and leadership to ensure the customer experience is seamless.
• Calm and Decisive Under Pressure: You stay steady in high-pressure situations. You prioritize effectively, make sound decisions, and maintain professionalism even when challenges arise.

Our ideal Director of Customer Experience & Project Management brings positive energy, strong leadership, and a hands-on approach to improving how the business serves its customers. This individual creates alignment across teams, drives consistency in communication and process, and removes obstacles that impact the customer experience. They are not afraid to challenge the status quo and introduce better ways of working. Their impact is felt across Suburban Steel Supply through stronger relationships, improved execution, and a more consistent, high-quality customer experience.

RESPONSIBILITIES

The responsibilities of the Director of Customer Experience & Project Management role include, but are not limited to:

Leadership, Team Accountability & Culture

• Provide leadership, management, and accountability (LMA) for the Estimating and Project Management teams.
• Set clear expectations, coach team members, and drive consistent execution.
• Reinforce a strong, team-oriented culture aligned with company values.

Customer Experience & Project Execution

• Own and execute a consistent, high-quality customer experience while ensuring projects are delivered in alignment with scope, schedule, and margin expectations.
• Oversee project flow including field measuring, tracking, and coordination of production and installation schedules.
• Maintain proactive communication and manage expectations with customers and internal teams.
• Lead issue resolution efforts to keep projects on track and moving forward.

Estimating, Bidding & Pricing

• Oversee bid board activity and ensure timely, accurate estimating execution.
• Vet and prioritize bid opportunities based on strategic fit.
• Ensure consistent application of pricing methodology and alignment with project scope.
• Drive alignment between bid pricing and actual project performance.
• Monitor project margins and identify risks or erosion early.
• Partner with finance to review job profitability and performance trends, as well as estimated versus actual performance.

Process Improvement, Training & Coordination

• Execute and improve customer experience and sales processes.
• Partner with HR to develop training and drive process adoption.
• Oversee customer onboarding, contract adjustments, and support contract review.
• Identify and implement workflow improvements to increase efficiency and consistency.

Cross-Functional Alignment & Safety

• Work cross-functionally to ensure alignment and improve communication across teams.
• Participate in the Safety Committee and support a safety-first culture.

Work Style & Environment

• Operate effectively in a hands-on, fast-paced environment.
• Balance urgency with accuracy and professionalism while staying close to day-to-day execution.

** This is a full-time, in-person position based in Columbus, OH.

Some regional travel will be required. **

QUALIFICATIONS

Required

• Minimum of 5 years of project management experience
• At least 5 years of direct team leadership experience with responsibility for managing and developing people
• Proven experience building and maintaining strong customer relationships
• Demonstrated ability to drive accountability across teams and ensure follow-through
• Willingness and ability to travel regionally (approximately 10–20%)

Preferred

• Experience in steel fabrication, construction, or a related industry
• Background in construction management, including residential projects
• Experience with estimating, bidding, and project scoping
• Bachelor’s degree in a technical field and/or relevant certifications or industry experience

Desired

• Experience working within an EOS (Entrepreneurial Operating System) environment
• Strong financial acumen, including exposure to P&L and participation in financial reviews
• Bilingual in English and Spanish
• Based in or familiar with the Midwest region
• Experience working within an ESOP environment

THE COMPANY – SUBURBAN STEEL SUPPLY

Suburban Steel Supply is a trusted provider in the steel and fabrication industry, known for reliability, strong customer relationships, and a solutions-driven approach. The company is financially strong and growing, with a clear focus on building systems, scaling operations, and continuously improving how the business serves its customers.

WHY WORK WITH US?

• Real Impact: Be part of a company actively evolving—your role will directly shape processes, people, and performance.
• Continuous Improvement Culture: We are always pushing to be better than we were yesterday.
• Problem-Solving Environment: We thrive on solving complex challenges and creating real value for our customers.
• Strong, Transparent Leadership: Straightforward communication and trust are at the core of how we operate.
• Growth & Scalability: We are building systems and structure to support long-term growth—not just maintain the status quo.
• People-First Mindset: We care about our team and focus on productivity, not just hours.

Core Values:

• Always Respectful
• Provide Exceptional Experiences
• Find Ways to Say “Yes”
• Create Value and Get Paid for It

Salary: $135k - $155k base + performance-based bonus

Benefits: Medical, Dental, Vision, Short- & Long-Term Disability, Life Insurance, 401(k) matching, Paid Holidays, PTO, ESOP eligibility after 1 year of service

If you are a driven, hands-on leader who thrives on improving processes and building great teams, then apply now!