Customer Experience Strategy & Operations Manager, US KASA

Whirlpool • Benton Harbor, MI

7d • Onsite

About The Position

The Customer Experience (CX) Strategy & Operations Manager is responsible for leading the delivery of KitchenAid’s CX strategy, ensuring it aligns with organizational objectives and drives a culture of excellence. This role serves as the primary bridge between KitchenAid and our Consumer Services Contact Center (CxC). You will oversee this vital relationship, managing operational performance, inspiring world-class service delivery, and ensuring every customer interaction enhances our brand reputation.

Requirements

• Bachelor’s degree in Business, Operations, Communications, or a related field.
• 4–5 years of direct experience in Customer Experience (CX) Operations, Contact Center Management, or Customer Service Strategy.

Nice To Haves

• 7+ years of broader experience in a CX Strategy or Operations role, ideally within the consumer goods or D2C space.
• Proven track record in a Customer Service leadership or CX Operations role, including tracking performance metrics and enforcing SLAs.
• Strong cross-functional influence and people management skills, with a heavy emphasis on coaching and development.
• Advanced analytical skills with the ability to translate complex data into clear strategic and actionable recommendations.
• Exceptional written and oral communication skills; ability to influence stakeholders at all levels.
• Advanced computer and systems skills (CRM, Data Visualization, and CX Platforms).
• A creative thinker who can work autonomously and make confident, independent decisions in a fast-paced environment.

Responsibilities

• Serve as the CX champion, fostering a culture of exceptional service across all business functions.
• Lead the relationship with our contact center partner, inspiring the team to meet and exceed world-class CX standards.
• Establish a performance framework to track CxC metrics, ensuring all Service Level Agreements (SLAs) are consistently met.
• Lead structured communication cycles to ensure alignment: Daily tactical pulse checks (SLAs and deflection monitoring), Weekly performance reviews, roadblock removal, and coaching on mitigation rates, Monthly business reviews (MBRs) focusing on volume optimization and KPI trends, Quarterly Top-to-Top sessions for roadmap alignment and executive confidence.
• Partner with the CxC to drive operational efficiency, team growth, and process refinement.
• Own the framework for transforming customer data into actionable insights, sharing findings across the business to drive change.
• Collaborate with D2C and Consumer Services teams to manage contact volume forecasting and ensure proactive staffing levels.
• Work directly with the CxC team to resolve high-priority customer escalations.
• Analyze feedback and identify trends/pain points to improve the customer journey.
• Work with IT and D2C teams to ensure system requirements support the CX strategy and enhance interactions.
• Deliver data-driven insights on Product Quality Signals, Unintended Use Cases, UX Friction, and Returns Classification.

Benefits

• Generous benefits package
• Whirlpool employee discount
• Fitness reimbursement programs
• Educational reimbursement programs
• Kitchenettes
• Beautiful, recently renovated office space
• Free coffee
• Biking/walking trails
• Access to The Eddy - Early Childhood Center (depending upon availability - additional costs required)
• Always On Flexibility
• Two-Week Work from Anywhere
• Sabbatical - Four weeks paid leave after every five years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level