Customer Experience Manager

Customer Experience Manager Job Description

Summary / Objective

The Customer Experience Manager is a senior customer-facing leadership role responsible for designing leading and continuously improving the end-to-end customer experience across Sealcons operations. This position serves as a key member of the Management Team and leads the Customer Service and Order Entry functions to ensure exceptional service accuracy efficiency and long-term customer retention.

This role requires demonstrated prior experience gained in an external organization leading customer experience or customer service operations at scale. The Customer Experience Manager oversees engagement metrics order accuracy value-added service tracking and cross-functional initiatives to strengthen customer relationships improve performance and support sustainable growth and repeat business.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Engagement & Performance Management

• Lead and analyze customer engagement performance including responsiveness follow-up activity and service-level outcomes.
  

• Develop monitor and report KPIs related to customer experience including response times issue resolution and customer satisfaction trends.
  

• Identify gaps in customer engagement and implement corrective action plans to improve consistency quality and accountability.
  

Order Entry Accuracy & Process Oversight

• Oversee order entry accuracy including monitoring error rates and identifying root causes.
  

• Partner with Customer Service and Order Entry teams to reduce errors through training SOP adherence and process improvements.
  

• Establish and maintain a reporting cadence for accuracy metrics and communicate results to leadership with clear recommendations.
  

Value-Added Services Tracking

• Own and maintain value-added service tracking tools (e.g. kitting labeling special packaging expedited handling and custom services).
  

• Ensure value-added services are consistently documented tracked and reported for operational visibility and profitability analysis.
  

• Collaborate cross-functionally to identify opportunities to expand value-added offerings that enhance customer value and revenue.
  

Team Leadership & Development

• Directly lead and manage a team of approximately eight (8) Customer Service and Order Entry employees including two (2) Lead-level roles.
  

• Conduct regular one-on-one meetings performance evaluations coaching sessions and corrective action as needed.
  

• Foster a customer-first data-driven culture focused on accountability continuous improvement and professional development.
  

Cross-Functional Collaboration

• Serve as a liaison between Customer Service Sales Operations Warehouse and Leadership to ensure alignment on customer expectations and execution.
  

• Support Sales initiatives by ensuring customer data engagement activity and service delivery align with commercial objectives.
  

• Participate in cross-functional initiatives aimed at improving scalability efficiency and overall customer experience.
  

Reporting Analytics & Systems

• Build and maintain dashboards and reports related to customer engagement order accuracy value-added services and team productivity.
  

• Provide regular insights to leadership highlighting trends risks and opportunities for improvement.
  

• Ensure data integrity across CRM ERP (SAGE) web platforms social media and internal tracking systems by collaborating with leaders companywide.
  

Continuous Improvement & Compliance

• Document maintain and enforce Standard Operating Procedures (SOPs) related to customer engagement and order processing.
  

• Lead continuous improvement initiatives informed by metrics internal audits and customer feedback.
  

• Ensure compliance with company policies customer requirements and applicable quality standards.
  

Competencies

• Customer-centric mindset with a strong focus on service excellence
  

• Analytical and data-driven decision-making
  

• Strong leadership coaching and accountability skills
  

• High attention to detail and process discipline
  

• Excellent written and verbal communication skills
  

• Ability to manage multiple priorities in a fast-paced environment
  

• Collaborative leadership style with a hands-on approach
  

• Ability to present solutions that support profitable growth and long-term relationships
  

Supervisory Responsibility

This position is responsible for supervising approximately eight (8) direct reports including two (2) Lead-level employees.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers phones printers and other business technology systems.

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. The employee is regularly required to talk or hear and frequently required to stand walk use hands and arms and occasionally lift office supplies up to 20 pounds.

Position Type / Expected Hours of Work

This is a full-time salaried position. Typical work hours are Monday through Friday 8:00 a.m. to 5:00 p.m. Occasional evening or weekend work may be required based on business needs.

Travel

Requirements

Required Education and Experience

• Bachelors degree in Business Operations or a related field or equivalent professional experience.
  

• Minimum of five (5) years of customer service customer experience or order management experience gained in an external organization.
  

• Minimum of two (2) years of experience in a Customer Experience Manager Customer Service Manager or equivalent leadership role overseeing teams of five (5) or more employees gained in an external organization.
  

• Demonstrated experience managing KPIs performance metrics and reporting frameworks.
  

• Advanced proficiency in Microsoft Office and reporting tools.
  

• Experience working with CRM and ERP systems (SAGE experience preferred).
  

Preferred Education & Experience

• Experience leading customer experience operations within a multi-site enterprise or similarly scaled organization.
  

• Experience working in a B2B environment.
  

• Familiarity with value-added services and their impact on customer experience and profitability.
  

• Proven experience collaborating with executive leadership and cross-functional teams.
  

Work Authorization / Security Clearance