Director - Digital Customer Experience

At Oshkosh, we build, serve and protect people and communities around the world by designing and manufacturing some of the toughest specialty trucks and access equipment. We employ over 18,000 team members all united by a common purpose. Our engineering and product innovation help keep soldiers and firefighters safe, is critical in building and keeping communities clean and helps people do their jobs every day.

SUMMARY

At Oshkosh, we build, serve, and protect people and communities by designing the toughest specialty vehicles on the planet. As we are evolving into an Industrial Technology Company, we are seeking a visionary Director to lead the technical evolution of our customer touchpoints.

This role is responsible for partnering with cross functional leaders to develop the strategy, architecture, and execution of our global E-Commerce, CRM, and AI-driven customer-facing experiences. You will transform reactive service into predictive partnerships, while ensuring our B2E (Business to Everyone) customers have a seamless, "Amazon-like" experience across all channels—from the office desktop to field-service mobile apps.

YOUR IMPACT

These duties are not meant to be all-inclusive and other duties may be assigned:

Guide AI Innovation for High-Volume E-Commerce

• Influence the operations of high-volume, high-transaction e-commerce platforms, ensuring uptime and world class performance during peak demand periods for global parts and services.
• Architect data pipelines that ingest IoT telemetry into the Salesforce Data Cloud to trigger automated "Service-to-Sale" workflows and targeted parts sales strengthen our Aftermarket footprint across all Oshkosh segments.
• Guide the implementation of AI agents to provide 24/7 technical support, utilizing natural language to query technical manuals and parts catalogs creating a self-service model for customers to drive fleet uptime regardless of geographic location or language.
• Build ML-driven recommendation engines for the storefront that suggest parts based on specific fleet wear-patterns and historical lifecycle data.

Transform Omnichannel, Mobile-First & Connected Job Sites Experiences

• Define the digital infrastructure for "Intelligent Job Sites," where IoT-connected vehicles, autonomous equipment, and personnel operate within a unified ecosystem.
• Field-First Philosophy: Champion a mobile-first ecosystem, developing Progressive Web Apps (PWA) and native tools designed for "offline-first" functionality in remote job sites or fire stations.
• Partner with Product Engineering teams to create geofencing and mobile push-notifications to alert fleet managers of service needs the moment a vehicle enters a registered service bay.
• Help to shape the strategy for hyper-personalized, trigger-based email marketing campaigns that leverage CRM data and machine telemetry.
• Own the technical roadmap for "Single Sign-On" (SSO) to ensure a persistent customer "Golden Record" across all brand portals (JLG, Pierce, McNeilus).

Develop a CRM Modernization Strategy to Achieve “One CRM”

• Drive the evolution of the CRM from a system of record to a system of intelligence. This includes helping to support and guide a multi-cloud CRM environment with complex account hierarchies.
• Ensure the CRM acts as the "Single Source of Truth," integrating bi-directional data flows between ERPs, E-Commerce, and Marketing Automation.
• Drive the transition to a headless, composable architecture, decoupling front-end experiences from back-end ERP systems.
• Ensure contextualized data flows seamlessly into the CRM to improve customer engagement while providing sales teams with "Next Best Action" guidance.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in computer science, systems engineering with ten (10) or more years of experience in digital leadership
• Five (5) or more years of management experience
• B2B E-Commerce and CRM experience
• Communication, listening, adaptability, relationship building, negotiation, leadership, storytelling, coaching, public speaking, delegation skills

STANDOUT QUALIFICATIONS

• MBA with a technical focus
• Proven success managing enterprise-scale e-commerce architectures for global markets.
• Full understanding of digital sales cycles, aftermarket, and marketing tactics to drive the end to end customer experience journey.
• Deep experience in IoT integration and telematics; translating machine data into engagement.
• Deep understanding of LLM orchestration, vector databases, and AI Agent frameworks.
• Expertise in Salesforce (Data/Service/Marketing/Commerce Clouds) and Headless Commerce along with a strong understanding of ERP systems.
• Proficiency with integration technologies to support complex ERP-to-Cloud orchestration.
• Track record of building high-performing teams and managing multi-million dollar transformations.

WORKING CONDITIONS
The following represents general working conditions for this role. Specific conditions may vary depending on business needs and individual circumstances.

• This role combines office-based administrative duties with physical activity in field or production environments.
• In the office setting, tasks may require extended computer use, sitting, and attending meetings.
• Field or floor work may involve walking across various terrains or shop floors, standing, moderate lifting (up to 50 pounds), climbing stairs, and exposure to varying temperatures or noise levels.
• Must be able to shift focus between detailed cognitive work and occasional physical tasks as needed.
• Reasonable accommodations will be provided for qualified individuals with disabilities to support performance across both office and field responsibilities.

Pay Range:

$136,800.00 - $253,200.00

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at corporatetalentacquisition@oshkoshcorp.com.

Oshkosh Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.