Customer Experience Manager

Carrier•Charlotte, NC

9d•$96,000 - $192,000•Hybrid

About The Position

The Customer Experience Manager serves as a strategic customer advocate and escalation leader responsible for strengthening relationships with key accounts, improving the end-to-end post sales customer experience, and driving cross-functional alignment across Order Management, Customer Service, Operations, and other business partners. This role requires effective communication, problem-solving, analytical, and leadership skills to resolve complex customer issues, improve service delivery, and support continuous improvement initiatives that enhance customer satisfaction and business performance.

Requirements

Bachelor's Degree
1 + year of experience in Customer Service, Order Management, and/or Customer Experience
2 + years of demonstrated experience managing customer escalations, resolving complex issues, and communicating effectively with internal and external stakeholders.
2+ years of professional experience with strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
Ability to travel through the US 25%

Nice To Haves

Ability to work cross-functionally in a fast-paced, dynamic environment while managing multiple priorities and deadlines.
Strong organizational, follow-up, problem-solving, and decision-making skills.
Excellent written and verbal communication skills, including the ability to tailor messages for customers, peers, and leadership.
Demonstrated ability to lead by example, influence without direct authority, and support team accountability within the Order Management organization.
Experience using customer feedback, survey results, operational data, or performance metrics to identify trends and drive improvement actions.
Experience with SAP, Salesforce, Power BI, customer portals, or similar business systems and reporting tools.
Comfortable using digital productivity and AI-enabled tools, such as Microsoft Copilot or similar platforms, to improve efficiency, reporting, communication, and customer support.
Demonstrated interest in career growth, leadership development, and potential relocation based on business needs.

Responsibilities

Serve as the escalation leader for assigned customers and internal teams by driving timely resolution, evaluating options, and balancing customer needs with business priorities.
Strengthen relationships with top customer accounts by proactively identifying opportunities to improve customer satisfaction, retention, and overall service experience.
Function as the primary point of contact for customer communication, ensuring clear, professional, timely, and consistent updates across all stages of order and service delivery.
Lead customer and internal cross-functional meetings to align priorities, remove barriers, resolve issues, and maintain progress on critical orders and service commitments.
Partner with Order Management, Delivery, Operations, Sales, Service and other stakeholders to ensure customer needs are understood, prioritized, and addressed.
Use data, systems, customer feedback, and process insights to identify trends, root causes, and improvement opportunities that enhance customer experience.
Support and lead process improvement initiatives that improve responsiveness, reduce friction, increase efficiency, and promote consistent service delivery.
Promote team accountability and engagement by leading by example, supporting departmental goals, and assisting with team committees or strategic initiatives.
Identify customer training needs and facilitate adoption of self-service tools, customer portals, system enhancements, and digital resources.
Maintain accurate customer and order information using available tools, systems, and reporting processes to track status, manage expectations, and improve follow-through.
Own customer survey follow-up activities by reviewing feedback, identifying themes, coordinating corrective actions, and supporting measurable improvement in feedback metrics.
Lead or support strategic initiatives and special projects that contribute to organizational growth, customer experience transformation, and operational excellence.
Participate in and help lead onsite customer meetings, including travel to customer locations as needed to strengthen relationships, improve collaboration, and support issue resolution.
Own the end-to-end customer experience by holding teams responsible to own the customer outcome while exceeding expectations.