Mentor List

Melanie Shaff

Job Title: Assistant Director - Customer Experience
Company: PACCAR Parts/PACCAR, Inc.
Industry: Transportation/Manufacturing
Mentor Since: Fall 2020
Will Mentor: Early Career MBA, Graduate Students

Job Description

As Assistant Director – Customer Experience, I am responsible for leading a team of high performing, world class managers to deliver exceptional service. I am responsible for developing and executing strategic initiatives to improve ease of doing business, diagnose truck technical issues and improve customer loyalty. Working with other divisions of PACCAR, we are identifying and implementing new technologies to improve field service support and increase customer UPTIME. My team and I drive customer-focused design, workflow improvements and new programs that scale in a hyper growth environment. I have direct responsibility for 4 managers and indirect responsibility for 100+ to include supervisors and individual contributors.

Company Description

PACCAR is a global leader in the design, manufacture and customer support of high-quality premium trucks.

Employment History

I have been with PACCAR since September 1998 in roles of increasing responsibility in Human Resources, Truck Production, Logistics/Operations Management, Warehouse Management and Customer Service.


BABA Marketing/Management - Seattle University 1998
MBA Operations/Supply Chain - Seattle University 2006

Mentoring Objectives & Scope

I would like to share my industry knowledge and career experience with the hope of developing the future of business leaders. This is my first time as a mentor, so I am not sure what to expect.

When and where do you hold meetings with your students?

I am open to meeting at my workplace (Renton) or on campus (Seattle) or virtually.

Additional Information

I have a passion for developing careers.