Customer Experience Manager

CYB Human Resources•Centennial, CO

2d•Onsite

About The Position

The Customer Experience Manager is a senior, customer-facing leadership role responsible for designing, leading, and continuously improving the end-to-end customer experience across Sealcon’s operations. This position serves as a key member of the Management Team and leads the Customer Service and Order Entry functions to ensure exceptional service, accuracy, efficiency, and long-term customer retention. This role requires demonstrated, prior experience gained in an external organization leading customer experience or customer service operations at scale. The Customer Experience Manager oversees engagement metrics, order accuracy, value-added service tracking, and cross-functional initiatives to strengthen customer relationships, improve performance, and support sustainable growth and repeat business.

Requirements

Bachelor’s degree in Business, Operations, or a related field, or equivalent professional experience.
Minimum of five (5) years of customer service, customer experience, or order management experience gained in an external organization.
Minimum of two (2) years of experience in a Customer Experience Manager, Customer Service Manager, or equivalent leadership role overseeing teams of five (5) or more employees, gained in an external organization.
Demonstrated experience managing KPIs, performance metrics, and reporting frameworks.
Advanced proficiency in Microsoft Office and reporting tools.
Experience working with CRM and ERP systems (SAGE experience preferred).
Employee must be authorized to work in the United States.

Nice To Haves

Experience leading customer experience operations within a multi-site, enterprise, or similarly scaled organization.
Experience working in a B2B environment.
Familiarity with value-added services and their impact on customer experience and profitability.
Proven experience collaborating with executive leadership and cross-functional teams.

Responsibilities

Lead and analyze customer engagement performance, including responsiveness, follow-up activity, and service-level outcomes.
Develop, monitor, and report KPIs related to customer experience, including response times, issue resolution, and customer satisfaction trends.
Identify gaps in customer engagement and implement corrective action plans to improve consistency, quality, and accountability.
Oversee order entry accuracy, including monitoring error rates and identifying root causes.
Partner with Customer Service and Order Entry teams to reduce errors through training, SOP adherence, and process improvements.
Establish and maintain a reporting cadence for accuracy metrics and communicate results to leadership with clear recommendations.
Own and maintain value-added service tracking tools (e.g., kitting, labeling, special packaging, expedited handling, and custom services).
Ensure value-added services are consistently documented, tracked, and reported for operational visibility and profitability analysis.
Collaborate cross-functionally to identify opportunities to expand value-added offerings that enhance customer value and revenue.
Directly lead and manage a team of approximately eight (8) Customer Service and Order Entry employees, including two (2) Lead-level roles.
Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and corrective action as needed.
Foster a customer-first, data-driven culture focused on accountability, continuous improvement, and professional development.
Serve as a liaison between Customer Service, Sales, Operations, Warehouse, and Leadership to ensure alignment on customer expectations and execution.
Support Sales initiatives by ensuring customer data, engagement activity, and service delivery align with commercial objectives.
Participate in cross-functional initiatives aimed at improving scalability, efficiency, and overall customer experience.
Build and maintain dashboards and reports related to customer engagement, order accuracy, value-added services, and team productivity.
Provide regular insights to leadership highlighting trends, risks, and opportunities for improvement.
Ensure data integrity across CRM, ERP (SAGE), web platforms, social media, and internal tracking systems by collaborating with leaders companywide.
Document, maintain, and enforce Standard Operating Procedures (SOPs) related to customer engagement and order processing.
Lead continuous improvement initiatives informed by metrics, internal audits, and customer feedback.
Ensure compliance with company policies, customer requirements, and applicable quality standards.