Customer Experience Project Manager
Job Description
Location:
Tulsa, OK - W. 7th St. - Management - Central BSCDallas, TX - N Stemmons Freeway - Management - Southwest Region, Denver, CO - Vasquez - Management - Intermountain Region, Houston, TX (HO) - ManagementHow will you CONTRIBUTE and GROW?
The Customer Experience Project Manager will be a key member of the Central Division Customer Experience team, responsible for leading and coordinating initiatives that improve the Customer Effort Score (CES) across four regions: Southwest (SW), Mid-South (MS), Gulf Coast (GC), and Intermountain (IM).This role is fundamentally about execution and influence. The CX Project Manager will translate CES data into structured improvement initiatives, manage cross-functional workstreams across regional operations and the Business Support Center (BSC), and drive accountability for outcomes in an environment where direct authority is limited and results depend on collaboration and persuasion.
The ideal candidate combines project management discipline with analytical fluency, capable of diagnosing CES drivers from data and converting that diagnosis into initiatives that get implemented and deliver measurable score improvement.
At Airgas, we RESPECT, HONOR and VALUE diversity.
Airgas is Hiring for a Customer Experience Project Manager - in Tulsa, OK.
We are looking for you !
Hybrid work schedule
Comprehensive Family Benefits: Airgas offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.
Support for Parents: We offer up to 14-week paid child birth benefits to support growing families.
Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.
Early Access: Your benefits start after just 30 days of employment
Recruiter: Deondre Taylor | [email protected] | (302) 277-2429
ESSENTIAL DUTIES & RESPONSIBILITIES:
Own the CES improvement roadmap for the Central Division — defining initiatives, setting timelines, assigning ownership, and tracking outcomes across all ten CES elements.
Lead cross-functional improvement projects involving regional operations, sales, customer support, and BSC teams, driving execution without direct authority over participants.
Manage the formal action proposal process (Propose Action workflow), ensuring submissions are structured, data-backed, and tied to measurable CES targets.
Maintain a live project portfolio with clear status, risks, and next steps, providing the Director of Customer Experience with consistent visibility into initiative progress.
Conduct periodic site visits across the four regions to assess CES-related operations, identify local improvement opportunities, and support on-the-ground implementation.
Serve as the primary liaison between the region and the BSC to coordinate action on the four BSC-managed CES elements (Credits, Dispute Cases, Unapplied AR, AR 60 Days Past Due).
Translate CES performance data into clear, prioritized action items for CX Managers (GC/IM and MS/SW) and BSC counterparts, ensuring alignment and follow-through.
Facilitate regular coordination cadences between regional CX teams and the BSC, maintaining momentum on shared improvement initiatives.
Manage stakeholder relationships across multiple organizational levels — from front-line operations to Division leadership — with the ability to influence without formal authority.
Partner with the Director of BPI on cross-functional initiatives where CES improvement and process improvement intersect.
Own the monthly CES tracking process across all ten elements, with visibility at the division, region, and branch level.
Identify trends, outliers, and deteriorating elements on a monthly basis and translate findings into prioritized action for the CX team.
Benchmark Central Division CES performance against other divisions monthly and escalate gaps requiring leadership attention.
Prepare executive-ready CES performance summaries and initiative updates for the Director of Customer Experience and Division leadership.
Apply Six Sigma methodology to diagnose recurring CES drivers, design corrective actions, and sustain improvements over time.
Conduct comprehensive root cause analysis for high-impact CES elements, converting findings into structured improvement plans with defined owners and timelines.
Support internal process benchmarking in partnership with regional and BSC stakeholders to identify and replicate best-in-class practices across the division.
Champion a culture of continuous improvement within the CX team and among cross-functional partners.
Leverage data from SAP ECC, SAP BW, and the CES Power BI dashboard to diagnose score components, identify trends, and build the analytical foundation for improvement initiatives.
Maintain and evolve reporting tools that provide the CX team with timely, actionable visibility into CES performance.
Assess the effectiveness of improvement initiatives through data and adjust approaches based on outcomes.
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Are you a MATCH?
Required Qualifications:
Bachelor's degree in Business Management, Finance, Engineering, or related field.
Formal project management or process improvement certification is a plus (PMP, Six Sigma Yellow Belt, Green Belt, or equivalent).
5+ years in roles leading cross-functional projects or back office operations within a business unit, preferably in distribution or industrial environments.
3+ years of demonstrated experience influencing and collaborating with stakeholders across multiple organizational levels without direct authority.
Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and Google Suite.
Experience with SAP ECC, SAP BW, and Power BI or similar reporting platforms.
Ability to travel up to 50% across the Central Division (SW, MS, GC, IM regions).
Proven ability to drive results in a matrixed environment where influence and credibility replace formal authority.
Strong communication and presentation skills, with comfort engaging both operational teams and senior leadership audiences.
Entrepreneurial and adaptive mindset: comfortable setting structure in ambiguous situations and operating at pace in a fast-moving environment.
Strong business acumen with expert knowledge of customer service operations in industrial or distribution settings.
Analytically fluent: able to interpret CES and operational data independently and convert insights into actionable project scopes.
Preferred Qualifications:
PMP, Six Sigma Yellow Belt, Green Belt, or equivalent certification.
Experience with Winshuttle or similar process automation tools.
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Benefits
We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees.
Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees’ dependents, and an Airgas Scholarship Program for dependent children.
Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.
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Your DIFFERENCES enhance our PERFORMANCE
At Airgas, we are committed to building a workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
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About Airgas
Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions.
Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.
Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you’ll find a welcoming workplace where you’re valued for who you are and where you can fill your potential while growing a fulfilling career — whatever path you choose.
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Equal Employment Opportunity Information
We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973.
Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at [email protected].
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