Customer Experience Manager

Delta Faucet Company of Tennessee•Indianapolis, IN

11d

About The Position

At Delta Faucet, we are committed to transforming everyday experiences with water through innovative products and exceptional service. As a leader in the plumbing industry, we take pride in our dedication to quality, sustainability, and customer satisfaction. We believe that diverse perspectives strengthen our mission to create solutions that inspire and elevate the lives of all our customers. We welcome individuals from all backgrounds to join us on this journey toward inclusivity and excellence. Your role at Delta Faucet: Are you prepared to lead a high-performance customer service team at Delta Faucet Company? As an Experience Manager, you will lead the strategy and execution of customer experience initiatives across insourced and outsourced service, training programs, and knowledge systems. This role ensures every customer interaction reflects brand values, meets quality standards, and delivers a seamless experience. The Experience Manager drives continuous improvement, aligns service operations with evolving customer needs, and fosters a culture of excellence through data-driven insights and cross-functional collaboration. Reporting to the Director, Consumer Service, you will develop our people and enhance our service, so we can use it to support business growth.

Requirements

Education: Bachelor’s degree or equivalent experience in Business Administration, Customer Service Management, or a relevant area of study.
Experience: Over 5 years of background in managing customer service, demonstrating a track record of effectively leading teams to success.
Leadership Skills: Strong leadership and team management skills, with the ability to motivate and encourage others.
Communication Skills: Outstanding verbal and written communication skills.
Analytical Skills: Ability to analyze data, interpret trends, and make informed decisions.
Proficiency in customer service software, CRM systems, and other related tools is necessary.
Customer Focus: Deep understanding of customer needs and a dedication to providing world-class service.
Business Acumen: Understanding of service metrics and their value to company performance.

Nice To Haves

Product Knowledge: Plumbing products experience would be beneficial.

Responsibilities

Lead the Customer Solutions continuous improvement portfolio, ensuring measurable progress and tangible results across key initiatives.
Ensure all training content is current, aligned with brand and regulatory standards, and effectively delivered across channels and partners.
Govern the creation, organization, and accessibility of customer-facing and internal support content to enable consistent issue resolution.
Implement QA programs, audits, and corrective actions to ensure adherence to policy and a positive customer experience.
Identify pain points and lead cross-functional initiatives to reduce customer effort and enhance support workflows.
Align service operations with product changes, promotions, and digital experiences to provide seamless support.
Responsible for internal technical product support and escalations.
Use performance metrics, customer feedback, and trend analysis to guide decisions and investments.

Benefits

Culture: Recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Wellbeing: Comprehensive benefit plans; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Learning & Development: LinkedIn Learning access; internal opportunities to work on projects cross-company.
Social Impact: Four employee-led and self-directed Business Resource Groups; Paid volunteer day annually; Employees share their time, skills and talent with charities and nonprofit organizations across the U.S. and around the globe.

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