Job Description

Consumer Care/Customer Care

Permanent

Join us to create change and have an impact in homes around the world.

At Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come, join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

Where you’ll be:

This position will be based at our Corporate Headquarters located in Charlotte, NC.

About the Role:

The Service Market Manager – Independent Service Provider (ISP) leads end‑to‑end service performance across the United States, driving network optimization, customer experience, and operational results. This role is responsible for executing service strategies, managing ISP network performance, and ensuring high‑quality, cost‑effective service delivery. Acting as the link between strategy and execution, the Market Manager partners with Regional Service Managers, service providers, and cross‑functional teams to deliver strong service outcomes and continuous improvement across the market.

Key Responsibilities:

• Lead, coach, and develop Regional Service Managers and ISP Administrators to drive performance and consistency

• Establish and manage KPIs, goals, and performance expectations aligned with service delivery objectives

• Manage operational budgets and support strategies for market growth and service optimization

• Develop and execute ISP network strategies, including provider recruitment, onboarding, and retention

• Negotiate service provider agreements, including labor rates and performance standards

• Ensure sufficient ISP coverage and capacity to meet service demand across the market

• Own service performance metrics, including customer satisfaction (NPS), cycle time, and resolution rates

• Ensure effective coordination and end‑to‑end resolution of service work orders

• Partner with cross‑functional teams to align service execution with business objectives

• Lead continuous improvement initiatives to enhance service delivery, address operational gaps, and improve provider performance

• Support implementation of new systems, tools, and operational processes across the service network

Minimum Qualifications:

• Bachelor’s degree in Business, Operations, or related field (or equivalent experience)

• 8–12+ years of experience in service operations, field service, or related environments

• 5+ years of experience leading teams and/or managing service networks

• Experience working with third‑party service providers or contractor networks

• Strong understanding of field service operations, vendor management, and service delivery models

• Proven ability to manage performance through KPIs, data analysis, and operational metrics

• Excellent communication and relationship management skills in a matrixed organization

• Willingness to travel approximately 10–15% as required

Benefits include:

• Flexible work hours/hybrid work environment

• Medical, dental, vision and life insurance

• Competitive holiday and vacation time off program

• Retirement Savings Plan (401(k)) with relevant company contribution.

• Discounted products and an EAP upon hire and tuition reimbursement after 12 months of service

Please be advised that we are unable to offer visa sponsorship for this position at this time.

Find more on:

Electrolux Group North America: https://www.linkedin.com/company/electrolux/life/northamerica/ Electrolux Group Careers: https://career.electroluxgroup.com/global/en

Electrolux Consumer Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request through hrsnorthamerica@electrolux.com. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

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