Customer Service Manager

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

The Role

Were looking for a strategic people-focused Customer Service Manager to lead our Customer Service and Application Engineering this highly visible leadership role youll shape the customer experience develop high-performing teams and drive continuous improvement across our service operations.

If youre passionate about building strong customer relationships coaching talented employees and using data to improve business performance wed love to hear from you.

What Youll Do:

Leadership & Team Development

• Lead coach and develop Customer Service and Application Engineering teams.
• Establish clear performance expectations KPIs and development plans.
• Recruit onboard mentor and retain top talent.
• Foster an engaged collaborative and customer-first culture.

Customer Experience

• Serve as the escalation point for complex customer issues and ensure timely resolution.
• Build lasting customer relationships by understanding their needs and delivering exceptional service.
• Monitor customer feedback and implement initiatives that improve satisfaction and loyalty.
• Champion the voice of the customer throughout the organization.

Operational Excellence

• Evaluate current service processes and identify opportunities to improve efficiency and effectiveness.
• Lead cross-functional process improvement initiatives that enhance both the customer and employee experience.
• Measure and analyze key performance metrics to drive informed business decisions.
• Implement best practices that support scalability and operational excellence.

Cross-Functional Collaboration

• Partner with Sales Marketing Operations Engineering and other departments to deliver a seamless customer experience.
• Communicate customer insights that influence business decisions and product improvements.
• Support customer retention initiatives and continuous business growth.

Reporting & Business Analysis

• Develop and present customer service performance reports and actionable insights to leadership.
• Leverage CRM and customer service platforms to monitor trends and identify opportunities for improvement.
• Manage departmental budgets and identify opportunities for cost optimization while maintaining service excellence.

Quality & Compliance

• Ensure compliance with company policies quality standards and industry requirements.
• Conduct quality reviews and implement training and coaching based on findings.
• Promote continuous learning by incorporating industry best practices into team development.

What Youll Bring:

• Bachelors degree in Business Marketing Engineering or a related field.
• 5 or more years of progressive customer service leadership experience.
• At least 2 years of people management experience leading and developing high-performing teams.
• Experience improving customer service processes and driving operational excellence.
• Strong analytical skills with the ability to interpret data and make strategic recommendations.
• Experience with CRM platforms such as Salesforce or similar customer management systems.
• Outstanding communication relationship-building and problem-solving skills.
• Strong project management and organizational abilities with experience leading cross-functional initiatives.

Preferred Qualifications:

• Certified Customer Service Manager (CCSM) or similar professional certification.
• Experience leading technical customer support or application engineering teams.
• Experience managing departmental budgets and resource planning.

The estimated salary range for this position is $115k to $130k base plus bonus. Starting pay is dependent on multiple factors such as skills experience and work location and is not typically at the top of the range. At Xylem we offer a competitive compensation package with a generous benefit package including Medical Dental Vision plans 401(k) with company contribution paid time off paid parental leave and tuition reimbursement.

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Join the global Xylem team to be a part of innovative technology solutions transforming water usage conservation and re-use. Our products impact public utilities industrial sectors residential areas and commercial buildings with a commitment to providing smart metering network technologies and advanced analytics for water electric and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.