Customer Experience Leader

Lennox International • Bay Shore, NY

3d

About The Position

The Customer Experience Leader strengthens the commercial operating model by improving customer service performance, revenue process effectiveness, and end-to-end customer experience. This role partners closely with Sales, Marketing, IT, and Operations to improve order-to-cash execution, reduce service friction, strengthen Voice of Customer programs, improve sales performance visibility, and deliver measurable improvements in Net Promoter Score (NPS) and Customer Charter execution.

Requirements

• 8+ years in customer experience, revenue operations, sales operations, or customer service leadership, preferably in B2B or industrial environments with distributor channels.
• Experience leading or closely partnering with customer service/support organizations.
• Strong understanding of NPS, Voice of Customer, service metrics, and customer insight programs.
• Proven ability to improve commercial processes, service workflows, issue resolution, and customer-facing operating rhythms.
• Demonstrated ability to lead cross-functional transformation initiatives across Sales, Marketing, IT, Operations, and Customer Service.

Nice To Haves

• Customer service leadership and operational execution
• Revenue operations and commercial process improvement
• Voice of Customer, NPS, and service performance management
• Cross-functional influence across Sales, Marketing, IT, Supply Chain, and Operations
• Data-driven problem solving and customer-focused execution

Responsibilities

• Lead and elevate the skillset of the Customer Service team, ensuring high-quality, efficient operations and consistent execution.
• Own and operationalize Net Promoter Score performance, translating customer feedback into clear actions, accountability, and measurable improvement.
• Ensure consistent execution of the DuroDyne Customer Charter, embedding service commitments, escalation processes, and measurable outcomes.
• Establish and manage Voice of Customer programs, including surveys, service performance insights, closed-loop feedback, and “we heard you” actions.
• Partner with Sales, Marketing, IT, and Operations to improve revenue processes, customer issue resolution, order visibility, and overall commercial execution.
• Implement and manage pricing strategies in collaboration with the product, sales, and finance teams to maximize profitability while growing market share.
• Oversee revenue operations processes and operating rhythms, ensuring clear ownership, disciplined execution, performance tracking, and alignment across Sales, Customer Service, Marketing, Finance, IT, and Operations.
• Drive digital self-service adoption and reduce service friction by partnering with IT teams on tools, workflows, and customer-facing capabilities.
• Use data, analytics, and CRM insights to identify service trends, improve customer retention, and support revenue growth priorities.

Benefits

• tuition reimbursement
• medical, dental, and vision insurance
• prescription drug coverage
• 401(k) retirement plan
• short-term disability insurance
• 8 weeks paid birthing leave
• 2 weeks paid bonding leave
• life and long-term disability insurance
• 12 days paid time off
• 2 paid well-being days
• 1 paid volunteer day
• 12 paid holidays
• 3 floating holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed