Customer Service Manager

AAON, Inc. • Tulsa, OK

9d

About The Position

The Customer Service Manager role is central to elevating the end‑to‑end customer journey and strengthening our internal and external relationships. The primary purpose of this role is to deliver a seamless, high‑quality customer experience; drive continuous improvement in processes and foster a culture of ownership, collaboration, and customer advocacy across the department. The team must ensure an exceptional experience for our representatives and customers from the moment an order is placed through final delivery. This team’s responsibility expand beyond order delivery to support aftermarket needs, becoming the go‑to resource for our reps. The ideal manager is strategic, relationship‑driven, proactive, and highly motivated—someone who brings new ideas, inspires team performance, and is committed to building a world‑class department. Primary Duties Primary duties may include, but are not limited to: Lead, mentor, and grow the Customer Advocate team to deliver exceptional customer support and service. Build and continuously develop a high‑performing team focused on relationship ownership, proactive engagement, and effective problem resolution. Serve as a trusted advisor to both team members and cross‑functional partners Plan staffing needs and ensure the team has the tools, technology, and processes required for success. Shift the department from reactive support to proactive advocacy—anticipating customer needs, identifying risks early, and offering solutions before escalation occurs. Strong understanding of customer priorities, timelines, goals, and business impacts. Take a proactive approach to addressing customer challenges and improving overall experience. Handle escalated customer concerns and ensure timely, effective resolution. Develop and implement scalable processes, workflows, and escalation paths to enhance customer satisfaction and retention. Create and maintain documentation for customer service and advocate policies and procedures. Design and refine operational practices that improve speed, quality, and consistency in customer interactions. Develop both short‑term and long‑term roadmaps for the Customer Advocate function. Collaborate with Sales, Service, Operations, and other internal teams to address customer needs, resolve issues, and close feedback loops. Drive resolution of systemic or recurring issues by influencing process improvements across departments. Understand business processes, challenges, and priorities to develop effective solutions and recommendations. Define, track, and analyze meaningful KPIs that measure customer satisfaction, responsiveness, and overall team effectiveness. Monitor service metrics to identify trends and areas for improvement. Provide clear, executive‑level reporting that connects customer advocacy efforts to measurable business impact. Participate in and contribute to strategic planning for customer experience and department-level initiatives.

Requirements

• Bachelor's degree required
• Masters degree preferred
• 10+ years of experience in customer service or account management, with at least 5 years in a leadership role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to resolve conflicts and manage escalations effectively.
• Proficiency in CRM systems and Microsoft Office Suite.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Frequent sitting, standing, and use of computer systems.
• Occasional travel may be required.

Nice To Haves

• Masters degree preferred

Responsibilities

• Lead, mentor, and grow the Customer Advocate team to deliver exceptional customer support and service.
• Build and continuously develop a high‑performing team focused on relationship ownership, proactive engagement, and effective problem resolution.
• Serve as a trusted advisor to both team members and cross‑functional partners
• Plan staffing needs and ensure the team has the tools, technology, and processes required for success.
• Shift the department from reactive support to proactive advocacy—anticipating customer needs, identifying risks early, and offering solutions before escalation occurs.
• Strong understanding of customer priorities, timelines, goals, and business impacts.
• Take a proactive approach to addressing customer challenges and improving overall experience.
• Handle escalated customer concerns and ensure timely, effective resolution.
• Develop and implement scalable processes, workflows, and escalation paths to enhance customer satisfaction and retention.
• Create and maintain documentation for customer service and advocate policies and procedures.
• Design and refine operational practices that improve speed, quality, and consistency in customer interactions.
• Develop both short‑term and long‑term roadmaps for the Customer Advocate function.
• Collaborate with Sales, Service, Operations, and other internal teams to address customer needs, resolve issues, and close feedback loops.
• Drive resolution of systemic or recurring issues by influencing process improvements across departments.
• Understand business processes, challenges, and priorities to develop effective solutions and recommendations.
• Define, track, and analyze meaningful KPIs that measure customer satisfaction, responsiveness, and overall team effectiveness.
• Monitor service metrics to identify trends and areas for improvement.
• Provide clear, executive‑level reporting that connects customer advocacy efforts to measurable business impact.
• Participate in and contribute to strategic planning for customer experience and department-level initiatives.

What This Job Offers

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