Customer Experience Leader
Lennox International•Brentwood, NY
•$125,000 - $163,000
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
