Customer Experience Manager

Mouser•Mansfield, TX

12d

About The Position

This role focuses on improving the overall customer journey across ordering, fulfillment, support, and digital interactions. The Customer Experience Manager will lead initiatives to enhance customer satisfaction, reduce friction, and improve operational efficiency. This involves analyzing customer feedback and data to identify experience gaps, acting as a customer advocate, and leading cross-functional projects to improve customer-facing processes and tools. A key aspect of the role is supporting the development and improvement of technology-enabled customer interactions, including digital integrations like APIs, EDI, and Punchout. The manager will partner with IT, digital commerce, operations, and sales teams to design, implement, and maintain scalable integration solutions. They will also facilitate collaboration between technical teams and customer-facing stakeholders, assist with onboarding customers to digital tools, monitor integration performance, and support issue resolution. Additionally, the role involves managing and developing a team, ensuring ethical business practices, and directing the work of employees. The manager will oversee daily operations, work with minimal supervision, and maintain effective relationships with internal and external contacts. Confidentiality and trustworthiness are essential.

Requirements

Bachelor’s Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will manage.
Internal candidates: Minimum 2 years as a highly performing Mouser Team Lead or Supervisor.
External candidates: Minimum 3 years as a supervisor or higher-level management position.
5+ years of experience in customer experience, digital commerce, business operations, or related roles.
Experience working with digital commerce platforms, ERP systems, or CRM platforms.
Familiarity with API integrations, EDI transactions, or procurement automation technologies.
Experience leading cross-functional projects or process improvement initiatives.

Nice To Haves

Professional certification such as CCXP or PMP is preferred.

Responsibilities

Identify opportunities to improve the overall customer journey across ordering, fulfillment, support, and digital interactions.
Lead initiatives that enhance customer satisfaction, reduce friction, and improve operational efficiency.
Analyze customer feedback, operational data, and transaction trends to identify experience gaps and improvement opportunities.
Serve as a customer advocate across internal teams to ensure customer needs are considered in business decisions.
Lead cross-functional projects designed to improve customer-facing processes and tools.
Partner with sales, operations, and customer service teams to streamline workflows and remove customer pain points.
Support the development of scalable processes that improve onboarding, ordering, and service interactions.
Support the development and continuous improvement of technology-enabled customer interactions, including digital integrations such as APIs, EDI, Punchout (cXML), and other machine-to-machine data exchange solutions.
Partner with IT, digital commerce, operations, and sales teams to design, implement, and maintain scalable integration solutions that connect customer procurement systems with internal platforms.
Facilitate collaboration between technical teams and customer-facing stakeholders to ensure successful implementation and ongoing performance of digital integration solutions.
Assist with onboarding customers to digital tools and integration capabilities that improve procurement efficiency and reduce manual transactions.
Monitor performance of digital integrations and customer-facing systems, identifying opportunities to improve reliability, automation, and the overall customer experience.
Support troubleshooting and resolution of integration-related issues by coordinating between internal technical teams and external customer contacts.
Develops and maintains a productive work teams by hiring qualified personnel, training, and managing performance.
Manages teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices.
Customarily and regularly directs the work of two or more full-time employees or their equivalent.
Makes suggestions and recommendation for these employees regarding performance, including hiring, transfer, advancement, and termination.
Manages daily operations to meet department and company objectives.
Works with minimum supervision and makes independent judgments.
Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels.
Extremely confidential and trustworthy.
Demonstrates knowledge, experience and understanding of critical job function of the team and people management.
Assists management with development of results oriented strategies.
Regular attendance at work is an essential part of the job.