Genuine Parts Company

Customer Experience Manager

Genuine Parts Company$80K — $95K *
Manufacturing & Automotive
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of experience in customer experience, product management, business analysis, operations, or related roles.
  • Experience in agile or cross-functional environments.
  • Strong analytical and problem-solving skills leveraging data for decision-making.
  • Proficient in gathering business requirements and execution support.
  • Ability to convert customer and operational challenges into structured solutions.
  • Excellent communication, collaboration, and stakeholder management skills.
  • Industry experience in retail, distribution, automotive, or similar fields preferred.

Responsibilities

  • Support management and optimization of customer-facing platforms and initiatives.
  • Partner with teams to enhance customer journeys and experiences.
  • Identify pain points and opportunities for process and platform improvements.
  • Assist in converting customer and business needs into actionable requirements.
  • Support execution of CX-aligned products and operational initiatives.
  • Assist in prioritizing initiatives based on customer impact and business value.
  • Coordinate with stakeholders on requirements, timelines, and deliverables.

Benefits

  • Flexible working arrangements to foster work-life balance.
  • Opportunities for professional development and career growth.
  • Strong focus on cross-functional collaboration.
  • Engagement with advanced customer experience trends and best practices.
Full Job Description
Job Summary

We are seeking a Manager to join the Customer Experience Office (CXO). This role is responsible for supporting and driving customer experience initiatives, customer-focused platforms, and operational improvements that enhance end-to-end customer journeys across a large-scale automotive and industrial distribution network.

Operating within a cross-functional CX environment, this individual will partner with business stakeholders, technology teams, operations, and external partners to identify customer pain points, improve processes, and support the delivery of scalable customer experience solutions. The role requires strong collaboration, analytical thinking, and execution capabilities to drive measurable improvements in customer satisfaction, operational efficiency, and customer engagement.

Position Performance Measures:
  • Improvement in key CX metrics (e.g., CSAT, NPS, Customer Effort Score)
  • Reduction in customer-reported issues, complaints, and escalations
  • Improvement in customer journey performance across key touchpoints
  • Effectiveness in execution and delivery of CX initiatives
  • Stakeholder satisfaction and cross-functional collaboration
  • Quality and timeliness of communication, reporting, and documentation
  • Identification and implementation of process improvements and operational efficiencies
  • Contribution of innovative ideas to improve customer experience and internal processes


Responsibilities

Customer Experience & Product Support
  • Support management and optimization of customer-facing platforms and initiatives within the Customer Domain
  • Partner with CX and business teams to improve customer journeys and overall customer experience
  • Help identify customer pain points and opportunities for process and platform enhancements
  • Assist in translating customer and business needs into actionable requirements and solutions


Roadmap & Initiative Execution
  • Support execution of CX-aligned products and operational initiatives
  • Assist in prioritizing enhancements and initiatives based on customer impact and business value
  • Coordinate with stakeholders to manage requirements, timelines, and deliverables
  • Contribute to backlog refinement and initiative tracking


Requirements & Delivery Coordination
  • Create and maintain functional requirements, user stories, process documentation, and acceptance criteria
  • Partner with technology and delivery teams during agile execution cycles
  • Participate in testing and validation activities to ensure solutions meet business and customer expectations
  • Track issues, risks, dependencies, and follow-up actions
  • Customer Insights & Operational Improvement
  • Analyze customer feedback, operational trends, and business data to identify improvement opportunities
  • Monitor customer and operational KPIs to support continuous improvement efforts
  • Assist in root cause analysis for customer issues and operational inefficiencies
  • Support implementation of corrective actions and process improvements
  • Cross-functional Collaboration
  • Collaborate with CX, operations, IT, product, Finance, and business stakeholders
  • Support alignment between customer experience initiatives and operational processes
  • Provide clear and timely communication on initiative status, risks, and outcomes
  • Build effective working relationships across teams and functions
  • Process & Governance Support
  • Support documentation standards, governance processes, and execution consistency
  • Help improve team processes, workflows, and operational efficiency
  • Maintain understanding of customer platforms, systems, and integrations
  • Ensure follow-through on assigned initiatives and action items


Innovation & Continuous Learning
  • Stay informed on customer experience trends, digital capabilities, and industry best practices
  • Identify opportunities to improve customer interactions and internal processes
  • Build knowledge across customer segments, products, systems, and service models


Qualifications
  • 5+ years of experience in customer experience, product management, business analysis, operations, or related roles
  • Experience working within agile or cross-functional delivery environments
  • Strong analytical and problem-solving skills with ability to leverage data for decision-making
  • Experience gathering business requirements and supporting delivery execution
  • Ability to translate customer and operational challenges into structured solutions
  • Strong communication, collaboration, and stakeholder management skills
  • Experience in retail, distribution, automotive, or similar industries preferred
  • Bachelor's degree in business, Technology, Engineering, or equivalent experience


Physical Demands / Working Environment
  • Work performed in a typical office environment.
  • Ability to travel as needed, up to 15%.


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About Genuine Parts Company

Genuine Parts Company is a service organization engaged in the distribution of automotive replacement parts, industrial replacement parts, office products and electrical/electronic materials. The Company operates in four: Automotive Parts Group, Industrial Parts Group, Office Products Group and Electrical/Electronic Materials Group. The Automotive Parts Group distributes automotive parts and accessory items. In addition to over 427,000 available part numbers, the Company offers inventory, cataloging, marketing, training and other programs in the automotive aftermarket. The Industrial Parts Group is operated as Motion Industries, Inc. (Motion), a wholly owned subsidiary of the Company. During the year ended December 31, 2012, the Company's business were conducted throughout the United States, in Canada and in Mexico from approximately 2,000 locations. On February 1, 2012, the Company acquired Light Fabrications Inc.

Genuine Parts Company Careers

There has never been a more exciting time to explore job opportunities at Genuine Parts Company, a global leader in the distribution of automotive and industrial parts. Our team is growing, and we are looking for skilled professionals eager to drive innovation and lead in the industry. Work You’ll Do Join Genuine Parts Company’s dynamic team to help advance our mission of distributing quality parts and services across the globe. As part of our team, you will engage in meaningful work that supports automotive and industrial advancements and sustainability. Transform your career with opportunities for growth and leadership in a company that values diversity and inclusion. At Genuine Parts Company, we believe in empowering our employees with the tools and training necessary to excel in their professional journey. Lead with Impact At Genuine Parts Company, you are positioned to lead at the intersection of industry expertise, operational excellence, and digital innovation. Work alongside a dedicated team of over 50,000 employees worldwide who are committed to fostering a culture of collaboration and innovation. Collaborate with industry experts and enhance your professional network through our extensive networking events and professional development programs. Our commitment to diversity training ensures an inclusive environment where all ideas are valued. Introducing Genuine Parts Company Career Development We are committed to building a supportive environment where you can grow your career. Genuine Parts Company offers a variety of job opportunities, from entry-level positions to leadership roles, each with competitive benefits and the potential for growth. Do Innovative Work Join a team where innovation is at the heart of everything we do. Genuine Parts Company is a place where you can bring your unique skills and perspectives to tackle challenging projects and drive significant impact. Be Part of a Great Team Experience a culture that champions teamwork, leadership, and professional growth. Our team at Genuine Parts Company thrives on collaboration and the shared pursuit of excellence in the automotive and industrial sectors. Future-Proof Your Career Advance your career with Genuine Parts Company, where we offer a range of job opportunities and the support you need to succeed. From internships to full-time positions, our roles are designed to challenge you and foster your professional growth. Explore Discover the various career paths available at Genuine Parts Company and find the perfect match for your skills and interests. Whether you are updating your resume, preparing for an interview, or seeking a leadership role, we provide the resources to support your aspirations. The Genuine Parts Company Difference Our commitment to innovation, leadership, and diversity sets us apart in the industry. Join us and contribute to a team that is dedicated to providing outstanding service and quality parts to our customers worldwide. Stay Connected Join Our Team Search open positions that match your skills and interest. We look for passionate, curious, creative, and solution-driven team players. SEARCH GENUINE PARTS COMPANY JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Genuine Parts Company.
Learn more about Genuine Parts Company
Size
52,000 employees
Market Cap
$24.7 billion
Industry
Net Income
-$29.1 million
Founded
1925
5 Year Trend
+4.2%
Revenue
$16.5 billion
NASDAQ

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