Manager, Consumer Care

Whirlpool•Benton Harbor, MI

7d•Onsite

About The Position

We are currently seeking qualified candidates for a Manager, Customer Experience (CX) Innovation, this role will be located in Benton Harbor, MI. The Manager, CX Innovation is responsible for modernizing KitchenAid’s customer journey and shaping the future of our Consumer Services Contact Center (CxC). This role drives the delivery of KitchenAid’s CX strategy by evaluating, integrating, and optimizing modern technologies (such as AI, CRM platforms, and digital self-service tools) to elevate customer interactions. Serving as the key bridge between KitchenAid, internal tech/D2C teams, and our contact center partner, you will lead the evolution of world-class service delivery while maintaining operational performance and SLA governance.

Requirements

Bachelor’s Degree
4+ years of direct experience in Customer Experience (CX) Operations, Contact Center Management, or Customer Service Strategy

Nice To Haves

Bachelor’s Degree in Business, Operations or Communications
7+ years of broader experience in a CX Strategy, Innovation, or Operations role, ideally within the consumer goods or D2C space
Proven track record implementing modern contact center technology stacks (e.g., CCaaS, AI deflection, chatbots, omni-channel routing)
Strong cross-functional influence and leadership skills, with an emphasis on driving digital change management and team 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

CX Innovation & Technical Synergy: Tech Ecosystem Integration: Work closely with IT and D2C teams to ensure system requirements, CRM platforms, and emerging technologies support the CX strategy and enhance interactions. Digital Transformation: Identify and implement innovative tools (automation, omni-channel capabilities, deflection solutions) to modernize contact center operations. UX & Journey Optimization: Uncover UI/UX friction points across web and product touchpoints that generate contact volume and partner with digital teams to resolve them.
Advanced Analytics & Insights Framework: Closed-Feedback Loop: Own the framework for transforming customer interaction data into actionable insights, driving product and operational improvements across the business. Specialized Intelligence Reporting: Deliver data-driven insights to key stakeholders on: Product Quality Signals: Hardware/software malfunctions and recurring product defects. Unintended Use Cases: Off-label product usage trends. UX & Journey Friction: System or UI elements driving unnecessary contact volume. Returns & Credits: Categorization and streamlining of non-credit vs. credit returns.
CxC Relationship Management & Operational Governance: CxC Partner Leadership: Lead the relationship with our contact center partner, inspiring the team to adopt new tools and maintain world-class service standards. Operational Governance & Metrics: Establish and maintain performance frameworks, SLAs, and deflection targets. Strategic Communication Rituals: Daily: Tactical pulse checks (SLAs and deflection monitoring). Weekly: Performance reviews, roadblock removal, and coaching on mitigation rates. Monthly: MBRs focused on volume optimization, automation impact, and KPI trends. Quarterly: Top-to-Top sessions for tech roadmap alignment and executive updates. Forecasting & Escalation: Collaborate with D2C and Consumer Services teams to forecast contact volumes and resolve high-priority escalations.