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Director, Customer Experience & Events

Direct Supply · Milwaukee, WI · Full time

Posted Sep 23, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about an in-person customer experience you designed that clearly moved a business outcome.

What they are checking: Ability to tie experiences and events to relationships and revenue, not just attendance.

Tell me about how you have developed a team of event or experience professionals.

What they are checking: People leadership and capability building, since the role leads a team.

Tell me about an event that went wrong in front of customers. How did you handle it?

What they are checking: Composure and recovery under pressure when customers are watching.

What would you do

You would take an established events function and evolve it into a scalable customer experience capability. What would you look at in your first 90 days?

What they are checking: Whether they diagnose before changing things and can turn ambiguity into clear priorities.

How would you design a customer visit to the Direct Supply campus so it brings the solutions to life?

What they are checking: Experience design thinking for executive and customer visits, a core part of the role.

A sales leader wants a last-minute executive event that would strain your team. How do you respond?

What they are checking: Judgment on trade-offs and the ability to own a decision with internal partners.

Where could technology or AI improve how customers experience events or visits?

What they are checking: Openness to technology in a function that is often run manually.

About the work

How do you decide which trade shows and events are worth the investment?

What they are checking: A disciplined way to measure return on events, which a director must defend.

What standards would you set so every customer event feels consistent no matter who runs it?

What they are checking: Ability to design repeatable work systems, which the posting names directly.

How do you gather customer feedback after an event and actually use it?

What they are checking: Closing the loop on feedback so the capability improves over time.

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The full job description

As published by Direct Supply.

Position Summary: Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. In the Director, Customer Experience & Events position, you’ll lead how customers experience Direct Supply in person, from customer visits and events to industry trade shows and executive engagements. You’ll lead a team of customer experience professionals and shape the strategy, standards and capabilities that evolve an established events function into a scalable customer experience capability that brings our solutions to life, deepens customer relationships and supports business outcomes. Skills Needed: • Set Direction & Strategy - Define where we are heading, why it matters, and what is needed to achieve results. Turn ambiguity into clear priorities and connect day-to-day work to strategy. Use a whole-system view to balance customer, business, capability, and long-term implications and focus teams on the highest-impact opportunities. • Exercise Judgment & Own Decisions - Navigate complex, cross-system tradeoffs involving business outcomes, risk, speed, and long-term impact. Use critical thinking to determine where human review or escalation is required, challenge assumptions, and take ownership for results and decisions. • Design & Scale Work Systems - Design how people, processes, decisions, data, technology, and AI work together. Redesign workflows, clarify roles and decision rights, remove friction, create feedback loops, and build scalable work systems that improve the whole system for quality, speed, customer experiences, and results at scale. • Mobilize Leaders & Teams - Align leaders, stakeholders, and teams across functions, dependencies, and competing priorities. Build commitment to shared outcomes, navigate dynamics, remove systemic barriers, and drive coordinated execution and transformational change. • Lead & Build Capability - Engage, develop, and recruit top talent with domain depth, systems thinking, AI fluency, and the adaptability needed for the future. Create the context, coaching, feedback, tools, accountability, and culture that enable people and systems to raise the bar and scale impact over time. What You’ll Do and Impact: • Lead the strategy for Direct Supply’s customer experience and events portfolio, including customer events, customer and executive visits, trade shows, sponsorships and other in-person customer engagements, aligning experiences to customer needs and business priorities. • Evolve the function from event execution to a broader customer experience capability by establishing consistent standards, processes and ways of working that allow the team to scale. • Lead the strategy and continued evolution of the customer experience at Direct Supply locations, including the Main Campus and Innovation & Technology Center. • Partner with Marketing, Sales, business and executive leaders to align customer experience priorities, plans and investments across Direct Supply. • Develop experiences that connect Direct Supply’s products, technology, solutions and expertise to customers’ business needs. • Lead trade show, sponsorship and external event strategy, including participation, experience and investment priorities. • Own the Customer Experience and Events budget and partner with Vice Presidents to align priorities, make investment decisions and manage spend. • Establish reporting and measures of effectiveness across customer visits, events and trade shows, using customer, engagement and business data to improve planning, follow-up and results. • Identify opportunities to use technology, automation and AI to improve planning, personalization, productivity and measurement. • Lead, coach and develop a team, establishing clear expectations and building the capabilities and accountability needed for consistent execution and greater team capacity. Experience: • 10+ years of experience leading sophisticated, technology-forward B2B customer events and experiences. • 5+ years of people leadership experience, including developing Partners, building team capabilities and establishing clear accountability for results. • Track record of success developing customer experience and event strategies and leading complex, cross-functional work with senior and executive leaders. • Experience managing budgets and aligning investment priorities and tradeoffs with senior and executive leaders. • Experience using customer, event and business data to inform strategy, investment decisions and continuous improvement. Additional Items of Interest: • Experience translating complex technology, products or solutions into engaging customer experiences. • Experience applying technology, automation or AI to improve experience planning, personalization, productivity or measurement. Job to be performed in the location listed. Generous benefit package available. © 2013 to 2026 Direct Supply, Inc. All rights reserved.

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