Customer Experience Manager

Role Overview

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.

What You Will Do

Serve as the escalation leader for assigned customers and internal teams, strengthen relationships with top customer accounts, function as the primary point of contact for customer communication, lead customer and internal cross-functional meetings, and use data to identify trends and drive improvement actions.

Why It Might Be a Fit

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.

Requirements

• 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

Benefits

• 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