Manager, Customer Experience

The Manager Customer Experience is responsible for overseeing the divisions Customer Service Professionals and providing service to internal and external customers on complex issues including determining customer requirements expectations and ensuring fulfillment.

This position will serve Rheem North America and can be located inOxnard CA Fort Smith AR San Antonio TX OFallon Mo or Mongomery AL. This role follows our hybrid work arrangement with team members working in the officeMonday through Thursday and remotely on Fridays.

• Lead and develop a high-performing customer experience team focused on delivering exceptional service and customer satisfaction.

• Drive customer experience strategy processes and initiatives to enhance customer loyalty and business performance.

• Monitor and improve key performance indicators (KPIs) including service levels quality response times and customer satisfaction metrics.

• Manage customer escalations and partner with cross-functional teams to ensure timely and effective resolution of complex issues.

• Analyze customer feedback trends and operational data to identify opportunities for process improvement and enhanced service delivery.

• Collaborate with Sales Operations Product Management IT Marketing and other stakeholders to improve the end-to-end customer experience.

• Establish and maintain customer service standards policies and best practices that support organizational objectives.

• Lead workforce planning staffing training and performance management activities to ensure operational effectiveness.

• Champion continuous improvement initiatives leveraging technology automation and customer insights to drive efficiency and service excellence.

• Manage customer experience projects communications and change management efforts across the organization.

• Oversee reporting and business reviews providing recommendations and action plans to improve customer outcomes.

• Foster a customer-centric culture that promotes accountability collaboration and continuous improvement.

• Other duties as assigned.

• Bachelors Degree in Business Statistics Economics or related field
• 7 years experience customer service or customer call center operations
• Experience supervising others
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
• Excellent communication skills written and verbal with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Understands basic management approaches such as work scheduling prioritizing coaching and process execution.
• Demonstrated ability to work well with others is a matrix team environment
• Ability to present information and respond to questions from groups manager clients and customers
• Recognize and implement process improvement.

• Understanding of supply chain logistics.

  HOW TO STAND OUT:

• Advanced Degree in Business Statistics Economics or related field
• Experience in related industry

As a leader at Rheem how you achieve results is as important as the results you achieve. While LEADING OTHERS you will be expected to demonstrate the following competencies and behaviors:

• Aligning Performance for Success
• Applying Business Knowledge
• Building Talent
• Building Trusted Relationships
• Communicating with Impact
• Customer-Orientation
• Delegating Tasks
• Executing/Leading the Team
• Facilitating Change
• Fostering Relationships/ Emotional Intelligence
• Influencing
• Problem Solving & Decision Making
• Supporting Innovation

Equivalent combination of education experience and skills may supplement above minimum job requirements.

The pay scale for this position $84400-$154764. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location direct experience market guidance and internal equity among other qualifying criteria.