Customer Experience & Operations Excellence Leader
About The Position
At Carrier, the Customer Experience & Operations Excellence Leader translates customer delivery and fulfillment experiences into measurable, cross-functional process improvements and sustainable corrective actions across Carrier's distribution centers and domestic transportation network. The role analyzes delivery, fulfillment, and exception trends and leads root-cause investigations into late orders, missed shipments, and recurring service disruptions to support a best-in-class customer experience for Climate Solutions in the Americas. The position follows a hybrid schedule of three days in the office and two days remote per week at the Atlanta Digital Hub in Atlanta, Georgia.
Requirements
- Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or Engineering.
- At least 5 years of experience in logistics operations, customer experience, order fulfillment, transportation, distribution, operational excellence, process improvement, root-cause analysis, and corrective action implementation.
- At least 3 years of experience leading cross-functional process improvement and corrective action initiatives.
Nice To Haves
- Lean Six Sigma Green Belt or Black Belt certification.
- Hands-on experience with enterprise Transportation Management Systems (TMS), Warehouse Management Systems (WMS), and ERP platforms such as SAP.
- Background supporting high-volume industrial distribution, climate control, or manufacturing environments.
- Demonstrated background establishing operational frameworks and self-starter initiative.
Responsibilities
- Analyze delivery, fulfillment, and exception trends across distribution centers and transportation carriers to identify root causes of service failures.
- Lead cross-functional root-cause investigations for late orders, missed shipments, and recurring service issues.
- Build, publish, and maintain customer experience dashboards, service level agreements (SLAs), and operational action trackers.
- Coordinate cross-functional corrective and preventive actions (CAPA) with Customer Service, SIOP, Supply Planning, and Distribution Center leadership teams.
- Assess customer impact of operational changes, including order processing cycles, transit schedules, and order-to-delivery timelines.
- Establish and reinforce standardized escalation pathways, communication cadences, and preventive controls across the logistics network.
- Confer with logistics and distribution leadership to coordinate warehouse activities and ensure material flow optimization.
- Establish and document standard operating procedures (SOPs) for handling, shipping, and resolving operational exceptions.
- Monitor pickup, distribution, and transit milestones to safeguard on-time delivery commitments.
Benefits
- Medical, dental, and vision coverage
- Wellness incentives
- Retirement benefits
- Paid vacation days, up to 15 days
- Paid sick days, up to 5 days
- Paid personal leave, up to 5 days
- Paid holidays, up to 13 days
- Birth and adoption leave
- Parental leave
- Family and medical leave
- Bereavement leave
- Jury duty leave
- Military leave
- Purchased vacation
- Short-term and long-term disability
- Life insurance and accidental death and dismemberment coverage
- Health Savings Account
- Health Care Spending Account
- Dependent Care Spending Account
- Tuition assistance
- Short-term cash incentives, subject to plan requirements
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What This Job Offers
Job Type
Full-time
Career Level
Senior
