Chief Customer Officer

Description :

Preferred Location : Houston, TX (Hybrid work environment)

Level : Executive | Full-Time | Exempt

Reports To : Chief Executive Officer

Education : Bachelors degree required; MBA or masters preferred

Team Leadership : Direct management of up to 10; indirect oversight of up to 20

Position Overview

PCS Software, Inc. is seeking a visionary Chief Customer Officer (CCO) to lead our enterprise-wide customer strategy and elevate the customer experience across every touchpoint. As a key member of the executive team, you will champion a customer-first culture, drive cross-functional alignment, and ensure our AI-powered Transportation Management Platform (TMP) delivers measurable value to our clients. This role is ideal for a strategic leader with deep expertise in customer success, support, analytics, and digital transformation.  Approximately 25% travel is required for this role on average.

Key Responsibilities

• Lead and evolve PCSs customer success, support, and experience functions to deliver exceptional outcomes across the customer lifecycle.
• Architect and execute a holistic customer experience (CX) strategy that aligns with business growth, retention, and satisfaction goals.
• Drive enterprise-wide collaboration across Marketing, Sales, Product, Engineering, Implementation, Support, and Professional Services to ensure unified customer value delivery.
• Oversee strategic functions including the Customer Success and Support Center of Excellence (COE), Enterprise Insights & Analytics Dashboards, PCS University, and Customer Experience teams.
• Establish and monitor KPIs, customer health metrics, and feedback loops to continuously improve service delivery and customer engagement.
• Serve as a trusted advisor to senior leadership, influencing decisions with data-driven insights and customer-centric perspectives.
• Foster a high-performance culture by developing talent, promoting innovation, and adapting to evolving market and customer needs.
• Partner annually with Marketing and Product teams to lead the strategic planning, production, and execution of PCS Regional Customer Summit events.
• Co-develop thought leadership and intelligent services-driven content with Marketing for trade publications, digital campaigns, and social media channels.
• Collaborate regularly with Human Resources to drive strategic hiring initiatives and actively lead annual performance review cycles, career development planning, and performance improvement processes as needed for the CCOs organization and direct reports.
• Active participation in the PCS Leadership Team weekly meetings and cadence.
• Lead the development of quarterly board presentation materials representing the Chief Customer Officers organization and prepare strategic content for ad-hoc executive meetings and operational efficiency reviews.
• Contribute to annual audit reviews, occasionally serving as lead to ensure compliance, transparency, and operational integrity across the organization.
• Oversee and respond to legal inquiries and action items as needed, particularly those involving customer-related matters, while owning and managing the global patent process to ensure strategic protection of intellectual property.

What You Bring

Core Competencies

Why PCS Software?

Since 1996, PCS Software has been steering the transportation management world to smoother roads. Offering an award-winning TMS solution for carriers, brokers, and shippers, PCS empowers transportation professionals to increase efficiency and boost profitability while making their jobs easier. With PCS, the focus is clear : provide a seamless, end-to-end transportation management solution that caters to the dynamic needs of modern logistics, taking workloads from stressful to streamlined.

We offer :

Additional Information

Alternative Titles

Requirements :

Competencies / Skills

Managerial Responsibilities

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