Customer Experience Manager

Renewal by Andersen • Charlotte, NC

1d • Onsite

About The Position

We are seeking a results-driven Customer Experience Manager to lead the Customer Experience Associate (CEA) team and ensure exceptional service throughout the customer journey. This role is critical in driving operational efficiency, improving customer satisfaction, and achieving departmental KPIs. The Customer Experience Manager will oversee daily operations, manage order flow, support customer escalations, and continuously improve processes to deliver a best-in-class customer experience.

Requirements

• High School Diploma or equivalent required
• Experience in customer experience, operations, or team leadership
• Strong organizational and multitasking skills
• Excellent communication and problem-solving abilities
• Data-driven mindset with experience tracking KPIs and performance metrics
• Ability to thrive in a fast-paced, customer-focused environment
• Excellent customer relations, empathetic & personable skills
• Exceptional communication skills of listening and speaking for handling customer conflicts
• Knowledgeable with tactful and diplomatic approach to tasks at hand
• Must be able to organize & prioritize
• Ability to adapt well and accept feedback in a changing environment
• Must be comfortable in technology driven environment
• Ability to work independently

Nice To Haves

• College Degree preferred
• Occasional Travel

Responsibilities

• Lead and develop the CEA team through coaching, mentoring, and performance management
• Drive operational excellence by monitoring order flow and resolving delays
• Manage customer experience by reviewing active orders and resolving escalations
• Ensure consistent communication with customers via calls, emails, and messaging
• Track performance metrics including call performance, productivity, and efficiency
• Deliver weekly reporting on KPIs, pending tasks, and job completion status
• Identify workflow gaps and implement process improvements
• Partner with cross-functional teams to enhance efficiency and customer satisfaction
• Other job duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED