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 end‑to‑end 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 high‑performing, values‑driven 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 root‑cause 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 cross‑functional partner to Operations, ensuring customer‑first 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 cross‑functionally to ensure seamless, end‑to‑end execution in the order‑to‑delivery lifecycle. 
• Identify, escalate, and resolve systemic operational issues that create customer friction. 
• Perform other duties and responsibilities as assigned to support evolving business needs.