Customer Experience Manager

The Customer Experience Manager leads the Customer Experience team and is accountable for delivering a seamless accurate and responsive customer experience across the endtoend order lifecycle. This role balances customer experience strategy with operational excellence by overseeing contact center operations ensuring order accuracy and data integrity serving as the escalation point for complex customer issues and developing a highperforming valuesdriven team that consistently puts the customer at the center of decisions. 

The ideal candidate for a Customer Experience Manager would be able to do the following:

Customer Experience Strategy & Journey Ownership:

• Lead coach and develop a Customer Experience team that models company values and drives continuous improvement.
• Identify customer experience gaps lead rootcause analysis and drive sustainable solutions that prevent recurring issues. 
• Partner closely with Sales to drive long-term customer loyalty through proactive customer-centric engagement and problem solving.
• Serve as a crossfunctional partner to Operations ensuring customerfirst thinking guides all decisions that impact the customer.
• Navigate conflict and complex situations with calm empathy and professionalism maintaining trust with customers and internal partners. 
• Apply analytical thinking and continuous improvement principles to evolve the customer journey service model and team capabilities. 
• Collaborate with HR on staffing training and development initiatives.

Operational Oversight Order Accuracy & Data Integrity:

• Identify and implement tools and processes to improve service efficiency and effectiveness.
• Ensure accurate and timely order entry through defined standards training and disciplined execution. 
• Own customer and master data integrity within ERP systems; drive compliance education and corrective actions as needed. 
• Track report and present key performance metrics to improve customer experience including order accuracy responsiveness rework returns and requested ship date performance. 
• Partner crossfunctionally to ensure seamless endtoend execution in the ordertodelivery lifecycle. 
• Identify escalate and resolve systemic operational issues that create customer friction. 
• Perform other duties and responsibilities as assigned to support evolving business needs. 

Qualifications :

For a candidate to be successful as a Customer Experience Manager they must have:

• Bachelors or 5 years of customer service-related experience in B2B; manufacturing preferred.
• Proven ability to lead change and perform under pressure.
• Operational fluency in ordertocash ERP systems and data accuracy.
• Strong servant leadership problemsolving and crossfunctional collaboration.

Additional Information :

For more information about our benefits job duties and company values go to

Work :

No

Employment Type :

Full-time