Manager, Consumer Care

Whirlpool • Benton Harbor, MI

9d • Onsite

About The Position

The Manager, Consumer Care is responsible for modernizing KitchenAid’s customer journey and shaping the future of its Consumer Services Contact Center (CxC). The role drives KitchenAid’s customer experience strategy by evaluating, integrating, and optimizing technologies such as AI, CRM platforms, and digital self-service tools. It serves as a bridge between KitchenAid, internal technology and direct-to-consumer teams, and the contact center partner, leading service-delivery improvements while maintaining operational performance and service-level governance. The position is located in Benton Harbor, Michigan.

Requirements

• Bachelor’s degree.
• At least 4 years of direct experience in customer experience operations, contact center management, or customer service strategy.

Nice To Haves

• Bachelor’s degree in Business, Operations, or Communications.
• At least 7 years of broader experience in a customer experience strategy, innovation, or operations role, ideally in consumer goods or direct-to-consumer.
• Proven experience implementing modern contact center technology stacks, such as CCaaS, AI deflection, chatbots, or omnichannel routing.
• Strong cross-functional influence and leadership skills, with an emphasis on digital change management and team development.
• Advanced analytical skills and the ability to turn complex data into clear, strategic, actionable recommendations.
• Exceptional written and oral communication skills and the ability to influence stakeholders at all levels.
• Advanced computer and systems skills, including CRM, data visualization, and customer experience platforms.
• Creative, autonomous decision-maker who can work confidently in a fast-paced environment.

Responsibilities

• Work with IT and direct-to-consumer teams to ensure system requirements, CRM platforms, and emerging technologies support the customer experience strategy.
• Identify and implement tools such as automation, omnichannel capabilities, and deflection solutions to modernize contact center operations.
• Identify user-interface and customer-journey friction across web and product touchpoints that generates contact volume, and partner with digital teams to address it.
• Own a framework for transforming customer interaction data into actionable insights and driving product and operational improvements.
• Provide stakeholder reporting on product quality signals, unintended product use, user-experience and journey friction, and returns and credits.
• Lead the relationship with the contact center partner and encourage adoption of new tools and world-class service standards.
• Establish and maintain performance frameworks, service-level agreements, and deflection targets.
• Lead daily operational pulse checks; weekly performance reviews, roadblock removal, and mitigation-rate coaching; monthly business reviews; and quarterly technology-roadmap and executive-update sessions.
• Collaborate with direct-to-consumer and Consumer Services teams to forecast contact volumes and resolve high-priority escalations.

Benefits

• Generous benefits package.
• Whirlpool employee discount.
• Fitness and educational reimbursement programs.
• Kitchenettes.
• Always On Flexibility to manage personal, family, and outside-of-work commitments.
• Two weeks of work-from-anywhere time per year, taken in minimum one-week increments.
• Four weeks of paid sabbatical leave after every five years of service.
• Renovated office space in Saint Joseph/Benton Harbor, free coffee, and biking and walking trails.
• Access to The Eddy Early Childhood Center, subject to availability and additional costs.

What This Job Offers

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