About the roleThe Customer Experience Manager serves as a strategic customer advocate and escalation leader responsible for strengthening relationships with key accounts, improving the end-to-end post sales customer experience, and driving cross-functional alignment across Order Management, Customer Service, Operations, and other business partners. This role requires effective communication, problem-solving, analytical, and leadership skills to resolve complex customer issues, improve service delivery, and support continuous improvement initiatives that enhance customer satisfaction and business performance.
Key Responsibilities:- Serve as the escalation leader for assigned customers and internal teams by driving timely resolution, evaluating options, and balancing customer needs with business priorities.
- Strengthen relationships with top customer accounts by proactively identifying opportunities to improve customer satisfaction, retention, and overall service experience.
- Function as the primary point of contact for customer communication, ensuring clear, professional, timely, and consistent updates across all stages of order and service delivery.
- Lead customer and internal cross-functional meetings to align priorities, remove barriers, resolve issues, and maintain progress on critical orders and service commitments.
- Partner with Order Management, Delivery, Operations, Sales, Service and other stakeholders to ensure customer needs are understood, prioritized, and addressed.
- Use data, systems, customer feedback, and process insights to identify trends, root causes, and improvement opportunities that enhance customer experience.
- Support and lead process improvement initiatives that improve responsiveness, reduce friction, increase efficiency, and promote consistent service delivery.
- Promote team accountability and engagement by leading by example, supporting departmental goals, and assisting with team committees or strategic initiatives.
- Identify customer training needs and facilitate adoption of self-service tools, customer portals, system enhancements, and digital resources.
- Maintain accurate customer and order information using available tools, systems, and reporting processes to track status, manage expectations, and improve follow-through.
- Own customer survey follow-up activities by reviewing feedback, identifying themes, coordinating corrective actions, and supporting measurable improvement in feedback metrics.
- Lead or support strategic initiatives and special projects that contribute to organizational growth, customer experience transformation, and operational excellence.
- Participate in and help lead onsite customer meetings, including travel to customer locations as needed to strengthen relationships, improve collaboration, and support issue resolution.
- Own the end-to-end customer experience by holding teams responsible to own the customer outcome while exceeding expectations.
Success Measures:- Improved customer satisfaction, survey feedback, and customer confidence through timely follow-up, clear communication, and effective issue resolution.
- Reduced escalation aging and improved resolution cycle time for assigned customer issues and critical order concerns.
- Increased adoption and effective use of customer self-service tools, portals, and digital resources.
- Stronger cross-functional alignment demonstrated through consistent meeting follow-through, clear ownership, and progress on customer commitments.
- Measurable improvement in process efficiency, responsiveness, and service consistency through completed improvement actions or project contributions.
- Accurate, timely, and complete customer, order, and escalation documentation within required systems and reporting tools.
- Positive contribution to team engagement, accountability, and departmental goals through leadership, collaboration, and support of strategic initiatives.
Required Qualifications:- Bachelor's Degree
- 1 + year of experience in Customer Service, Order Management, and/or Customer Experience
- 2 + years of demonstrated experience managing customer escalations, resolving complex issues, and communicating effectively with internal and external stakeholders.
- 2+ years of professional experience with strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
- Ability to travel through the US 25%
Preferred Qualifications:- Ability to work cross-functionally in a fast-paced, dynamic environment while managing multiple priorities and deadlines.
- Strong organizational, follow-up, problem-solving, and decision-making skills.
- Excellent written and verbal communication skills, including the ability to tailor messages for customers, peers, and leadership.
- Demonstrated ability to lead by example, influence without direct authority, and support team accountability within the Order Management organization.
- Experience using customer feedback, survey results, operational data, or performance metrics to identify trends and drive improvement actions.
- Experience with SAP, Salesforce, Power BI, customer portals, or similar business systems and reporting tools.
- Comfortable using digital productivity and AI-enabled tools, such as Microsoft Copilot or similar platforms, to improve efficiency, reporting, communication, and customer support.
- Demonstrated interest in career growth, leadership development, and potential relocation based on business needs.
Pay RangeThe annual salary for this position is between $96,000.00 - $192,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.
Other CompensationThis position is entitled to short-term cash incentives, subject to plan requirements.
BenefitsEmployees are eligible for benefits, including:
- Health Care Benefits: Medical, Dental, Vision; Wellness incentives
- Retirement Benefits
- Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
- Disability: Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
- Tuition Assistance
To learn more about our benefits offering, please click here Work with us | Carrier CorporateThe specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.
Application DeadlineApplications will be accepted for at least 3 days from Job Posting Date: 6 October 2026
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Use of AITechnology-enabled tools may support parts of the recruitment process, with oversight by people.
