Customer Experience Manager

Mouser•Mansfield, TX

45d•Onsite

About The Position

Mouser Electronics is seeking a Customer Experience Manager to identify opportunities to improve the overall customer journey across ordering, fulfillment, support, and digital interactions. This role will lead initiatives that enhance customer satisfaction, reduce friction, and improve operational efficiency. The ideal candidate will analyze customer feedback, operational data, and transaction trends to identify experience gaps and improvement opportunities, serving as a customer advocate across internal teams. This position will lead cross-functional projects to improve customer-facing processes and tools, partnering with sales, operations, and customer service teams to streamline workflows and remove customer pain points. The role also supports the development of scalable processes for onboarding, ordering, and service interactions, as well as technology-enabled customer interactions including digital integrations like APIs, EDI, Punchout (cXML), and other machine-to-machine data exchange solutions. Collaboration with IT, digital commerce, operations, and sales teams is key for designing, implementing, and maintaining scalable integration solutions. The manager will facilitate collaboration between technical teams and customer-facing stakeholders, assist with onboarding customers to digital tools, monitor performance of digital integrations and customer-facing systems, and support troubleshooting of integration-related issues. Additionally, this role involves developing and managing productive work teams, ensuring ethical business practices, managing daily operations, working with minimum supervision, and demonstrating flexibility to meet changing business needs. The position requires initiating and maintaining effective relationships with internal and external contacts, maintaining confidentiality, and demonstrating knowledge of team and people management. Assisting management with strategy development and regular attendance are also essential.

Requirements

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.
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.

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.