Job Description

About the role

The 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.